Senior Business Systems Analyst, IT Salesforce Platform

Job Title: Senior Salesforce IT Business Analyst
Location: Remote, USA
Job Type: Full-Time

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About the Role

We're seeking a highly motivated and experienced Senior Salesforce IT Business Analyst to join our growing technology team. In this role, you will serve as a key liaison between business stakeholders and technical teams, driving the analysis, design, and implementation of Salesforce-based solutions that meet strategic business objectives. This is a remote role open to candidates based in the United States.

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Key Responsibilities

Salesforce System Expertise & Support

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  Act as the subject matter expert for all Salesforce systems within the organization.
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  Analyze and troubleshoot complex system issues, supporting the IT service desk by resolving escalated Tier 1 and Tier 2 tickets.
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  Ensure service delivery performance and quality align with defined KPIs.

Business Analysis & Process Optimization

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  Lead workshops and meetings to gather and document business requirements across functional areas.
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  Translate complex business processes into clear, scalable Salesforce solutions.
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  Partner with stakeholders to assess and refine processes, identifying opportunities for automation and system enhancements.
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  Collaborate with development teams to validate that system designs meet both functional and strategic goals.

Project & Stakeholder Management

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  Lead or support Salesforce-related projects, ensuring alignment with timelines, budgets, and business goals.
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  Act as a project lead for internal initiatives, coordinating cross-functional teams and resources.
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  Provide oversight and coordination for vendor-led projects to ensure they remain on track and aligned with internal standards.

Compliance & Validation Support

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  Support compliance and system validation efforts in coordination with quality and regulatory teams.
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  Assist in preparing documentation such as requirements traceability matrices, test scripts, and risk assessments for validated systems.

Cross-Functional Collaboration

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  Work across departments-including operations, supply chain, quality, and logistics-to align Salesforce functionality with business needs.
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  Participate in readiness reviews, dry runs, and user training sessions to ensure successful system adoption and deployment.
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  Lead user acceptance testing (UAT) efforts, working closely with end users to validate system functionality and ensure satisfaction with delivered features.

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Qualifications

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  8+ years of experience in IT, with 5+ years as a Business Analyst or Systems Analyst.
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  3+ years of hands-on experience with Salesforce CRM and related cloud products (e.g., Sales Cloud, Service Cloud, or Experience Cloud).
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  Strong understanding of business analysis frameworks, process mapping, and systems design.
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  Experience working in regulated industries (e.g.,Pharma, life sciences, ) needed
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  Proficiency in project documentation tools such as Jira, Confluence, or similar.
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  Bachelor's degree in Information Systems, Business, Computer Science, or a related field. A Master's degree is a plus.
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  Salesforce certifications (Admin, BA, or Platform App Builder) are highly desirable.