Sr CRM Business Analyst

HealthEquity is dedicated to saving and improving lives by empowering healthcare consumers. As a Senior CRM Business Analyst, you will deliver Salesforce.com solutions that enhance program functionality and service delivery, collaborating with various stakeholders to define and execute scalable solutions.

Responsibilities:

• Elicit, analyze, and document business requirements; lead workshops, interviews, and process reviews to clarify objectives, scope, and success measures
• Own the functional design for complex, multi-workstream CRM initiatives, balancing business needs with platform best practices and out-of-the-box (OOTB) capabilities
• Translate requirements into epics, user stories, acceptance criteria, process flows, use cases, and functional specifications
• Partner with Solution Architects and technical teams to design solutions across Salesforce capabilities (configuration, automation, data, security, and integrations)
• Collaborate daily with Development, Configuration, QA, and Release teams to refine backlog items, remove ambiguity, and support delivery through UAT and go-live
• Review proposed technical solutions to confirm alignment with business processes, compliance needs, data governance, and operational readiness
• Plan and prioritize systems enhancements; support roadmap planning, dependency management, and release communications
• Document and maintain operational process flows, training inputs, and support handoffs to ensure smooth adoption
• Drive continuous improvement by identifying optimization opportunities, simplifying processes, and promoting reusable patterns and standards

Requirements:

• Bachelor's degree in related field or relevant experience
• 5+ years of implementation experience with Salesforce.com Sales and Service clouds
• Salesforce Platform Administrator Certification (required)
• Proven ability to lead requirements and functional design for complex CRM initiatives, including cross-functional and cross-system dependencies
• Hands-on understanding of Salesforce configuration and automation, with the ability to distinguish when to use OOTB vs. custom approaches
• Strong analytical/problem-solving skills and the ability to simplify ambiguous problems into actionable requirements
• Excellent written and verbal communication skills; comfortable presenting to stakeholders and facilitating working sessions
• Experience working in an Agile/Scrum delivery model (backlog refinement, sprint ceremonies, UAT coordination)
• Knowledge management and AI-assisted experiences (including Salesforce Knowledge/AI capabilities where applicable)
• Experience with enterprise Salesforce integrations: REST/SOAP APIs, platform events/event-driven patterns, middleware (e.g., iPaaS), ETL/data sync, and single sign-on (SSO) concepts
• Salesforce Consultant certification in Sales and/or Service (preferred)
• Experience with Salesforce integration strategy and API-based designs (data mapping, error handling, monitoring, and supportability)
• Working knowledge of Salesforce Einstein, AI features, and next-best-action/automation patterns
• Experience with Salesforce Knowledge AI (preferred)
• Experience with Salesforce Agentforce capabilities (preferred)
• Domain experience with health benefits administration processes (HSA, FSA, COBRA, etc.)