Title: Business Systems Analyst Salesforce / CRM
Required Minimum Education and Experience:
Bachelor s degree in Computer Science, Information Systems, Business Administration, or related field; or an equivalent combination of education and related work experience.
Three to five years of business analysis, systems analysis, or product delivery experience, including hands-on experience gathering and documenting requirements for Salesforce CRM solutions.
Demonstrated functional experience with Salesforce Sales Cloud and/or Service Cloud.
Preferred Education, Additional Qualifications and Experience:
Healthcare payer or health insurance industry experience.
Salesforce certifications such as Salesforce Certified Business Analyst, Administrator, and/or Sales Cloud or Service Cloud Consultant.
Experience with Salesforce Experience Cloud / partner or broker portals, and familiarity with member, broker, and provider CRM use cases.
Experience with Salesforce integrations to core enterprise systems (e.g., Facets, EDR, DocuSign, Five9/CCaaS) and cloud platforms (Azure, Google Cloud, Snowflake).
Experience with Facets or other healthcare payer adjudication systems.
Experience supporting Agile product delivery, including backlog refinement, user story development, acceptance criteria, sprint planning, and collaboration with product owners and cross-functional delivery teams.
CCBA, CBAP, or PMI-PBA certification, or familiarity with BABOK / IIBA standards.
Familiarity with regulatory and compliance requirements relevant to healthcare (HIPAA, CMS, , SOC1/SOC2).
Required Knowledge, Skills, and/or Abilities:
Ability to elicit, analyze, and document business, user, and product requirements for CRM solutions, including process flows, user stories, use cases, acceptance criteria, and conceptual data diagrams.
Working knowledge of the Salesforce data model and platform capabilities, including standard and custom objects, record types, page layouts, profiles/permission sets, sharing and security model, and declarative automation (Flow, validation rules).
Understanding of Salesforce Sales Cloud and Service Cloud functional capabilities (e.g., Leads, Accounts, Opportunities, Cases, Person Accounts, entitlements) and how they support business processes.
Ability to define requirements for Salesforce reports and dashboards, and to distinguish between declarative configuration and custom (Apex/LWC) approaches when documenting solution options.
Strong hands-on SQL and SOQL skills for data mapping, querying, and validation across Salesforce and integrated systems.
Knowledge of Salesforce integration concepts (REST/SOAP APIs, Bulk API, middleware, event-driven and batch patterns) sufficient to document integration requirements and dependencies.
Knowledge of requirements engineering, traceability matrices, and requirements management tools and techniques.
Understanding of Agile delivery practices, software development lifecycles (SDLC), and Salesforce release/environment (sandbox) concepts.
Ability to create clear documentation and communicate complex technical and CRM concepts to both technical and non-technical stakeholders.
Experience creating and validating Agile delivery artifacts and documentation for downstream teams, including developers, admins, QA, deployment, operations, and product stakeholders.
Proficiency with business process modeling and diagramming tools (e.g., Microsoft Visio) and the Microsoft Office suite.
Strong analytical, critical thinking, and problem-solving skills, with strong business acumen and political savvy.
Strong written and verbal communication, facilitation, and negotiation skills, including the ability to facilitate requirement and design workshops.
Ability to work effectively with a wide variety of people in individual and group settings.
Strong organizing and time management skills, with the ability to prioritize and respond to shifting deadlines and manage a diverse, deadline-oriented workflow.
