We are seeking a Lead Salesforce Business Analyst to play a pivotal role in the ongoing development of a dynamic mobile web application built on the Salesforce platform, including Service Cloud and Experience Cloud. This is a leadership position suited for someone with 5+ years of experience in Salesforce-based business analysis, exceptional communication skills, and a passion for human-centered digital products.

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Responsibilities

Own the full product lifecycle from ideation through delivery and continuous improvement
Translate strategic business goals into scalable Salesforce solutions
Lead refinement of complex business requirements, and oversee documentation of process flows and user stories
Drive analysis of business needs, identifying risks and high-value opportunities for impact
Guide the organization and prioritization of user stories into epics and phases
Act as a liaison between business units, design, and technical teams to ensure alignment and clarity
Lead stakeholder engagements, providing demos, training, and guidance
Support and lead backlog grooming in collaboration with the Product Manager and Scrum Master
Oversee UAT planning and ensure end-user readiness for new features and releases
Collaborate with design resources to ensure excellent UX/UI and adherence to accessibility standards
Review performance metrics and lead evaluations of system change requests
Author and oversee the creation of knowledge base content, release notes, and training materials
Stay current with Salesforce platform capabilities and guide effective product decision-making

Requirements

5+ years of experience as a Salesforce Business Analyst
Deep experience with Salesforce Service Cloud and Salesforce Experience Cloud
Strong skills in UX/UI design tools and principles
Experience in Agile/Scrum environments with cross-functional teams
Proven track record in leading requirement discovery and documentation
Ability to manage and mentor junior analysts and guide team deliverables
Strong analytical thinking and stakeholder communication skills
Experience supporting UAT and QA with an emphasis on quality delivery
Proficiency in creating detailed documentation for business and end users
English level B2+ or higher

Nice to have

Familiarity with accessibility standards in digital products
Experience working on mobile web applications
Background in disaster services, humanitarian aid, or social impact organizations
Knowledge of financial service integrations within Salesforce