Expert Salesforce Business Analyst - Remote

6+ years of experience as a Business Analyst or Product Analyst with extensive Salesforce expertise. Proven experience implementing Salesforce Customer Experience portals and Service Cloud functionality (Cases, Chats, Knowledge). Strong understanding of Salesforce architecture, standard/custom objects, flows, validation rules, and platform limitations. Skilled in Agile methodologies, backlog refinement, and user story grooming. Excellent communication and collaboration skills across technical and non-technical audiences. Proficiency in tools such as JIRA, Confluence, Excel, Lucidchart, or Visio.

Lead requirements gathering, documentation, and refinement for Salesforce initiatives, focusing on Customer Experience portals and Service Cloud capabilities. Act as the subject matter expert for Salesforce enhancements, configurations, and integrations. Translate business needs into clear, actionable technical requirements, including flows, automation, and reporting. Collaborate with Product, Engineering, and cross-functional teams to define project scope, priorities, and solutions. Support Agile ceremonies, including sprint planning, stand-ups, and retrospectives. Maintain comprehensive documentation, including user stories, process flows, data mappings, and business rules. Identify opportunities for process improvement and automation within Salesforce and related platforms.