Salesforce Business Analyst (State Consulting)

Sikich provides professional services across consulting, technology, and compliance for public and private sector clients. The Salesforce Business Analyst will combine business analysis, Salesforce expertise, and project coordination to modernize infrastructure, improve processes, and support technical project delivery. The role focuses on process analysis, Salesforce tool adoption, agile project coordination, documentation, and status reporting.

Responsibilities:

• Map and document existing technical and business processes, identifying inefficiencies and automation candidates
• Produce professional artifacts, work products, and deliverables in a fast-paced environment (business requirements documentation, business process flows, user stories, GANTT charts, story boards, mockups, wireframes, and other project deliverables
• Partner with engineering staff to validate findings and help implement approved recommendations
• Advise on adoption of Salesforce tools, including Service Cloud and newer capabilities including Agentforce and ITSM
• Develop measurements to report on productivity and outcome improvements resulting from changes
• Produce detailed technical and business process workflow documentation
• Manage Jira tickets and Confluence pages for assigned projects and ensure project documentation remains current
• Facilitate meetings, document discussions and decisions, assign follow-up actions, and remove delivery roadblocks
• Support adoption and refinement of agile and SAFe practices in an infrastructure operations environment
• Aggregate technical inputs and publish concise status reports for client and company leadership
• Create, edit, review, and coordinate formal project deliverables and presentation materials

Requirements:

• Empathy, patience and professionalism when working directly with end users, including the ability to explain technical steps clearly over remote sessions
• Sound judgment to ask for help, appropriate escalation of issues, and the ability to provide enough technical detail for senior administrators to act quickly
• Excel proficiency for tracking device lists, remediation status, deployment results, and issue trends
• Ticketing system literacy, with Salesforce and/or JIRA experience helpful but trainable on the job
• Values driven – You embody and model absolute integrity and servant leadership and you have a bias for action and continuous innovation
• Uncompromising problem solver – You see opportunities in every business challenge and can develop, articulate and implement solutions
• Collaboration – You are a relationship builder across all levels of the organization and across all business units
• Instills trust – You do what you say, without ego, and you follow through on commitments consistently and credibly
• Impact & influence – You are relentlessly focused on making a difference and can gain support for ideas, proposals and solutions. You get others to act, with or without formal authority, to advance initiatives and objectives