Sr. Business Analyst (Remote)- (Salesforce + Vonage)

3+ years of experience as a Business Analyst or similar role Hands-on Salesforce experience Proven experience in customer-facing support, including triaging and debugging issues L2 support for Salesforce and telephony systems (preferably Vonage) Strong understanding of Salesforce architecture, standard/custom objects, flows, validation rules, and platform limitations Excellent communication skills Skilled in Agile methodologies and backlog refinement Proficiency in tools such as JIRA, Confluence, Excel, and process mapping tools (Lucidchart, Visio) Ability to work in a fast-paced, cross-functional environment and manage multiple priorities

Act as the primary L2 support for Salesforce and Vonage Serve as the customer-facing point of contact for stakeholders Document and track issues, root causes, and resolutions Partner with product managers and engineering teams to gather and analyze business requirements for Salesforce enhancements Refine and groom user stories with Salesforce-specific acceptance criteria Maintain clear and continuous communication with stakeholders across business units Create and maintain documentation such as process flows, data mappings, and business rules Identify recurring issues and recommend process improvements or automation solutions