Salesforce Business Analyst

Role Overview

• Gather, analyze, and challenge business needs with key stakeholders;
• Facilitate discovery workshops to fully understand business issues, processes, and objectives;
• Document business processes, functional requirements, and use cases in detail;
• Translate business needs into functional requirements and tailored Salesforce solutions;
• Work closely with Salesforce architects, developers, and technical teams;
• Help define key performance indicators (KPIs) to track business value delivery;
• Contribute to complex, large-scale Salesforce implementations (multi-organizational, multi-country, multi-team);
• Support Salesforce integration in complex IT environments;
• Use Salesforce as a strategic lever for business process transformation;
• Map current (as-is) and target (to-be) processes;
• Optimize and re-engineer business processes (BPR, BPO);
• Participate in process automation initiatives (BPM/BPA) using Salesforce, Pega, or other workflow solutions;
• Apply Six Sigma principles;
• Contribute to the development of strategic business and IT roadmaps;
• Ensure alignment between business strategy, IT direction, and CRM vision;
• Support organizational change management initiatives;
• Collaborate with executive teams and C-level partners;
• Participate in the concurrent delivery of multiple complex projects;
• Work within Agile and iterative frameworks;
• Contribute to Discovery and Strategy & Assess engagements;
• Effectively coordinate internal teams, offshore teams (e.g., India), and Salesforce vendors and partners.

Requirements

• Strong experience in business process transformation using Salesforce;
• Experience in regulated industries, notably financial services (banking, wealth management, insurance, pensions), compliance (KYC, AML), risk management, and fraud and disputes;
• Proficiency with Salesforce clouds (Sales Cloud, Service Cloud, Marketing/Campaign Management, Financial Services Cloud);
• CRM approach focused on the customer (client-centric) rather than the account (account-centric);
• Excellent understanding of sales, customer service, and client onboarding processes;
• Good knowledge of contact centers and customer service environments;
• Excellent analytical, synthesis, and communication skills;
• Strong ability to influence and collaborate with multidisciplinary teams;
• Ability to operate in complex, transforming contexts;
• Green Belt certification;
• French: Fluent;
• English: Advanced.

Tech Stack

• Cloud

Benefits

• Balance that works for you: Work-life balance helps us stay at our best. With flexible work options and our Unlimited Vacation Plan, you can rest and recharge when you need it most.
• Support for your well-being: Our benefits are designed with optimal health and wellness in mind. You’ll have access to 24/7 virtual healthcare, as well as an extensive wellness portal that provides tools and resources to support your physical, mental, emotional and financial well-being.
• Continuous growth and learning: Through partnerships with world-renowned education leaders, we provide access to thousands of top-rated online courses and certifications. With exclusive leadership programs and a tuition reimbursement program for external training, we set you up to achieve your ambitions.
• Ownership with opportunity: Through our Employee Share Purchase Plan with matched contributions, you become a shareholder, directly benefiting from our collective achievements.
• Equal employment opportunity: Alithya is committed to providing an inclusive workplace through the implementation of an equal employment opportunity program. We encourage women, Indigenous peoples, visible and ethnic minorities, and persons with disabilities to apply.
• An inclusive path to success: Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations, we welcome you to contact us. For more information, please visit our accessibility page: https://www.alithya.com/en/accessibility.