Salesforce functional BA - Customer support

Job Description

• Serve as the primary IT business partner and domain expert for Customer Support stakeholders.
• Build and maintain strong relationships with business leaders, operational teams, subject matter experts, and technology delivery teams.
• Develop a detailed understanding of customer support operations and service processes, business priorities, pain points, performance measures, and strategic objectives.
• Translate business strategies and operational problems into clearly defined business outcomes, capabilities, processes, and technology requirements.
• Maintain a prioritized view of business needs and opportunities across the Customer Support domain.
• Facilitate discovery sessions, process reviews, requirements discussions, and solution-design conversations with business and technology stakeholders.
• Evaluate requests within their broader business and technology context rather than treating individual requests as isolated enhancements.
• Partner with Salesforce architects, developers, administrators, integration teams, and other technology specialists to develop effective solutions.
• Understand Salesforce platform and Service Cloud capabilities sufficiently to help determine when requirements can be met through standard functionality, configuration, automation, integration, AI capabilities, or custom development. Page 1 Job Description | Draft | September 2026 Business Analyst - Customer Support
• Maintain awareness of Salesforce product roadmap developments and proactively identify capabilities that may provide value to the business.
• Represent business context, priorities, and expected outcomes throughout solution design, development, testing, implementation, and adoption.
• Ensure that technology teams understand not only what is being requested, but why the capability matters and how success will be measured.
• Support prioritization and roadmap planning by helping stakeholders evaluate business value, urgency, dependencies, effort, and expected outcomes.
• Identify opportunities to simplify service processes, eliminate unnecessary customization, improve automation, increase self-service, and improve agent productivity.
• Support user acceptance testing, change readiness, implementation planning, and adoption as appropriate.
• Contribute domain knowledge, lessons learned, reusable patterns, and product insights to the Salesforce Center of Excellence

Skills and Requirements

• Demonstrated experience as a Business Analyst, Product Analyst, Business Systems Analyst, Product Owner, or similar business-facing technology role.
• Strong experience building trusted relationships with business stakeholders and serving as a primary point of engagement between business and technology teams.
• Ability to understand business operations, strategic priorities, and desired outcomes and translate them into actionable technology initiatives.
• Experience analyzing service or operational processes and identifying opportunities for improvement, simplification, and automation.
• Strong facilitation, discovery, communication, and requirements-analysis skills. Job Description | Draft | September 2026 Page 2 Business Analyst - Customer Support
• Ability to communicate effectively with both business audiences and technical delivery teams.
• Working knowledge of Salesforce or a comparable CRM or customer-service platform.
• Understanding of Agile or iterative software delivery practices.
• Strong analytical judgment and ability

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].