Lead Salesforce BA

Required Skills & Experience

Experience - Extensive professional experience as a Senior Business Analyst, Lead Business Analyst, Product Analyst, or similar role supporting complex technology initiatives, with extensive hands-on Salesforce experience.

• Demonstrated ability to understand and discuss Salesforce configuration, automation, security, data, integrations, and solution tradeoffs beyond the typical functional Business Analyst level.
• Strong understanding of Service Cloud or comparable customer service and case-management platforms, including intake, routing, escalation, service levels, agent workflows, and operational reporting.
• Proven experience leading requirements and process-design activities across the full software delivery lifecycle.
• Proven ability to convert ambiguous business problems into clear, prioritized, technically actionable requirements and acceptance criteria.
• Curious mindset with a demonstrated ability to investigate root causes, ask effective questions, learn unfamiliar processes quickly, and validate assumptions with data and user feedback.
• Ability to evaluate proposed Salesforce solutions, identify technical or operational risks, and collaborate effectively with administrators, developers, architects, QA, DevOps, and integration teams.
• Experience facilitating workshops with technical and nontechnical audiences and communicating complex topics in clear business language.
• Strong analytical, process-mapping, documentation, troubleshooting, organizational, and stakeholder-management skills.
• Experience with Agile delivery practices, backlog management, user stories, acceptance criteria, user acceptance testing, and release support.
• Salesforce Certified Administrator.

Job Description

The Lead Business Analyst, Salesforce is a senior, hands-on role responsible for leading business analysis activities and translating complex operational needs into scalable Salesforce solutions, with a primary emphasis on Service Cloud. This role combines extensive business analysis experience with strong technical knowledge of the Salesforce platform and a curious, investigative mindset. The Lead BA partners directly with business stakeholders, contact center leaders, product owners, administrators, developers, architects, QA, and DevOps teams to understand business processes, clarify requirements, evaluate solution options, and support delivery from discovery through stabilization. In addition to delivery, this role establishes analysis standards, mentors other analysts, improves process and requirements quality, and helps ensure solutions are usable, maintainable, secure, and aligned with enterprise priorities.