Business Analyst

Job Title: Business Analyst / Salesforce Platform OwnerJob Description

This hybrid Business Analyst and Salesforce Platform Owner role serves as the internal owner of a multi-cloud Salesforce environment, combining responsibilities of a business analyst, Salesforce administrator, and customer successstyle platform lead. The position connects business teams, internal IT, the implementation partner, and Salesforce to ensure the platform is technically sound, delivered on time, and generates measurable value for dealer and customer service operations across automotive sales, service, and field service functions.

Responsibilities

• Own the overall Salesforce platform for the organization, acting as the primary internal point of contact for business teams, IT, the implementation partner, and Salesforce.

• Understand the full Salesforce architecture, including data model, Flow and Apex automation, MuleSoft integrations, security model, and environments.

• Review solution designs, user stories, and release plans to ensure they are technically sound, scalable, and leverage standard Salesforce features before custom development.

• Identify over-customization, technical debt, and underused licensed products, and recommend remediation or optimization strategies.

• Participate in Architecture Design Reviews and translate architectural recommendations into actionable work items and platform changes.

• Lead the identification, prioritization, and confirmation of generative AI use cases for dealer support, customer service, and field service, including case classification, agent assist, and self-service.

• Monitor and forecast Flex Credit consumption for AI and Data Cloud usage, ensuring that AI use cases are tied to clear return-on-investment metrics.

• Establish and maintain governance for responsible AI, including testing, guardrails, review processes for agent interactions, and human handoff protocols.

• Stay current on Salesforces major releases, with particular focus on AI, Data Cloud, and Service-related features, and assess their applicability to the platform roadmap.

• Act as the primary counterpart to the system integrator, owning scope, priorities, and acceptance of delivered work.

• Hold the implementation partner accountable to timelines, budget, and SDLC rigor, including Agile sprint cadence, testing, code review, and disciplined release management.

• Identify scope creep, delivery risks, and quality issues early, and escalate through appropriate internal and Salesforce channels.

• Validate that delivered work meets defined acceptance criteria before sign-off and production deployment.

• Lead business discovery sessions with dealer operations, warranty, parts, and customer service teams to understand needs and pain points.

• Map current and future-state service processes and translate them into well-defined user stories with clear acceptance criteria.

• Own and prioritize the product backlog based on business value, focusing on improvements to dealer and customer service operations.

• Perform hands-on Salesforce administration, including configuration of users, permission sets, objects, fields, page layouts, reports, dashboards, and simple Flows.

• Maintain data quality and governance across vehicle, customer, and dealer data, ensuring consistency and reliability for reporting and AI use cases.

• Develop and maintain a platform roadmap aligned to business goals and KPIs such as case resolution time, first-contact resolution, dealer satisfaction, and cost to serve.

• Measure, track, and report adoption, value delivered, and ROI of Salesforce capabilities to leadership.

• Serve as the primary contact with the Salesforce account team and Signature Success resources, coordinating Success Plans, engagements, Architecture Design Reviews, and specialist support.

• Lead change management, enablement, and communication activities for end users and dealers to drive adoption of new features and processes.

• Support Agile and hybrid delivery models by participating in sprint planning, backlog refinement, reviews, and retrospectives.

• Manage platform risks, including data, security, and delivery risks, and implement mitigation plans in coordination with IT and business stakeholders.

• Coordinate with DevOps teams on sandbox strategy, release management, and deployment processes using tools such as Copado.

Essential Skills

• At least 5 years of Salesforce experience, including a minimum of 2 years as a platform owner, product owner, lead administrator, or customer success manager/technical account manager.

• Deep hands-on experience with Salesforce Service Cloud, including case management and service processes.

• Strong working knowledge of Field Service and Automotive Cloud, preferably with practical implementation or operational experience.

• Hands-on experience or strong working understanding of Salesforce generative AI capabilities and Salesforce Data Cloud.

• Automotive industry experience, including OEMdealer relationships, aftersales service, warranty, parts, connected vehicles, and fleet or commercial customers.

• Proven track record of managing and holding third-party implementation partners accountable on large, multi-cloud Salesforce programs.

• Strong business analysis skills, including requirements gathering, process mapping, and writing user stories with acceptance criteria.

• Comfort working within Agile and hybrid delivery models and collaborating effectively with cross-functional teams.

• Clear and confident communication skills with executives, IT, technical teams, and business stakeholders.

• Hands-on Salesforce administration capabilities, including configuration of users, permission sets, objects, fields, page layouts, reports, dashboards, and simple Flows.

• Demonstrated ability to manage platform ownership, solution governance, and value realization for a complex Salesforce environment.

• Experience with stakeholder management, change leadership, and risk management in a technology-driven setting.

Additional Skills & Qualifications

• Salesforce Administrator certification (required).

• Experience with or certification in Salesforce Service Cloud Consultant.

• Experience with or certification as an AI-related specialist on Salesforce.

• Experience with or certification as Salesforce Data Cloud Consultant.

• Experience with or certification as Salesforce Platform App Builder.

• Experience with or certification in Salesforce Business Analyst or Strategy Designer.

• Nice to have: Salesforce Field Service Consultant certification.

• Nice to have: Salesforce Advanced Administrator certification.

• Nice to have: MuleSoft Integration Associate or equivalent MuleSoft integration experience.

• Experience working with Automotive Cloud features and data models.

• Experience with AI governance, including responsible AI practices and guardrails.

• Experience with MuleSoft Anypoint Platform and knowledge of how integrations are built, including API governance and system-to-system integration patterns.

• Experience with Copado or similar DevOps tools for Salesforce, including sandbox strategy and release management.

• Broad understanding of the Salesforce cloud portfolio, including Service Cloud, Automotive Cloud, Field Service, Experience Cloud, Revenue Cloud, Loyalty, Marketing Cloud, and Data Cloud.

• Knowledge of Salesforce platform security features, including Shield, Platform Encryption, Data Mask, Backup and Recovery, and Salesforce Connect.

• Experience managing licenses and usage across multiple Salesforce products and features.

• Familiarity with Signature Success engagements and working with Salesforce success and architecture resources.

• Automotive industry background or exposure to automotive service operations and dealer networks.

• An advanced degree in a relevant field is preferred but not required.

Work Environment

This is a hybrid role with a schedule of four days per week onsite and one day working from home. Standard working hours are typically 8:00 a.m. to 5:00 p.m., Monday through Friday. The environment centers on a complex, multi-cloud Salesforce ecosystem that includes Automotive Cloud, Service Cloud, Field Service, Experience Cloud, Marketing Cloud, Data Cloud, and related AI capabilities, as well as integrations via MuleSoft Anypoint Platform and DevOps processes leveraging tools such as Copado. The role involves close collaboration with business operations, IT, and external implementation partners in a professional office setting, with frequent interaction across cross-functional teams and regular participation in Agile ceremonies, architecture reviews, and platform governance forums.

Job Type & Location

This is a Contract position based out of Dearborn, MI.

Pay and Benefits

The pay range for this position is $37.94 - $45.52/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Dearborn,MI.

Application Deadline

This position is anticipated to close on Oct 23, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] (%[email protected]) for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.