Salesforce Business Analyst

• Need Justification: New Position

Your role, your impact

As a Salesforce Business Analyst, you’ll play a key role in analyzing, transforming, and optimizing business processes through the Salesforce platform. You’ll act as a strategic liaison between business stakeholders and IT teams, helping ensure Salesforce solutions meet business needs, regulatory requirements, and organizational objectives.

Responsibilities

Your day-to-day

• Gather, analyze, and challenge business requirements with key stakeholders;

• Facilitate discovery workshops to gain a thorough understanding of business challenges, processes, and objectives;

• Document business processes, functional requirements, and use cases;

• Translate business needs into functional requirements and appropriate Salesforce solutions;

• Participate in defining key performance indicators (KPIs) to measure and track business value;

• Contribute to complex, large-scale Salesforce implementations involving multiple organizations, countries, and teams;

• Support the integration of Salesforce within complex IT environments;

• Leverage Salesforce as a strategic platform for business process transformation;

• Map current-state and future-state business processes, participate in process optimization, reengineering, and automation initiatives (BPM/BPA) using Salesforce, Pega, or other workflow solutions;

• Contribute to discovery, strategy, assessment, and roadmap activities while supporting organizational change management and alignment between business strategy, IT direction, and CRM vision, and apply Six Sigma principles;

• Collaborate with executive stakeholders, internal teams, offshore teams, Salesforce vendors, and partners to support the delivery of multiple complex projects within Agile and iterative delivery frameworks.

Qualifications

Keys to your success

• Strong experience leveraging Salesforce to drive business process transformation;

• Experience working in regulated industries, including financial services (banking, wealth management, insurance, retirement services), compliance (KYC, AML), risk management, and fraud and disputes;

• Proficiency with Salesforce Clouds, including Sales Cloud, Service Cloud, Marketing Cloud / Campaign Management, and Financial Services Cloud;

• Strong understanding of business processes across sales, customer service; and client onboarding;

• Good understanding of contact centre operations and customer service environments;

• Client-centric CRM approach.

Extra edge

• Lean Six Sigma Green Belt certification.

Language skills

• French: Proficient

• English: Proficient

Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate on a daily basis with employees and managers outside of Quebec. 

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