Salesforce Business Analyst / Consultant

Customertimes is a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1300+ experts and offices in 12 countries.

As a global IT consulting company, we spark the world of tech with excellent solutions to industry leaders in healthcare, life sciences, consumer packaged goods, financial services, education, and the nonprofit sector.

We are seeking a Salesforce Business Analyst / Consultant to ensure the seamless delivery of ongoing services and support to our clients and PMs.

Requirements:

• Salesforce knowledge and experience working as a BA on the Salesforce projects;
• Service Cloud, Experience Cloud and B2B portals knowledge will be an advantage;
• Proven ability to leverage analytical and problem-solving skills in a fast-paced environment;
• Detail-oriented individual with the ability to quickly ramp up on new clients, their business needs, and technologies;
• Strong presentation, communication (written and verbal), and interpersonal skills;
• Experience documenting user stories and creating to-be process flow diagrams;
• Ability to effectively prepare and maintain the main/following documents/tools to meet the project needs: BRD, FRS, SRS, Traceability Matrix, Stakeholder Matrix, Business Processes in BPMN notation, Backlog Management, User Story/Use Case;
• Experience using elicitation techniques: Workshop, Interview, Document Analysis, Interface Analysis;
• Proficiency in Microsoft Word, Excel, PowerPoint, Project, and Visio;
• Ability to juggle and prioritize multiple tasks within a collaborative team environment;
• Drive and desire to learn and grow both technical and functional skill sets;
• Advanced professional level of English proficiency;
• French language will be an advantage.

Nice to Have:

• Certifications such as PMP, PRINCE2, or Certified ScrumMaster (CSM);
• Strong soft skills, including adaptability, emotional intelligence, and conflict resolution capabilities.

Responsibilities:

• Analyze and interpret business requirements to ensure clear understanding across the Development Team;
• Prepare comprehensive “AS-IS” and “TO-BE” documentation;
• Prepare mockups;
• Approve solutions;
• Explain details of the ticket to the project team;
• Provide estimations.

Control Release Pipeline

• Support the project team throughout the development phase;
• Keep Jira tickets updated based on changes initiated by cross-functional teams;
• Communicate any ticket updates or changes to relevant stakeholders;
• Collaborate with QA teams during testing and support User Acceptance Testing (UAT).

Communication with the PR Team

• Organize calls between the project team and PR team to address edge cases;
• Create user and admin guides;
• Create mockups and prototypes;
• Update the Jira checklist that should be created.

Grooming Sessions

• Set the list of questions to the project team;
• Review tickets with the project team to ensure clarity and alignment;
• Identify optimal solutions and flag potential blockers.

Estimations Sessions

• Validate and finalize mockups with the project team;
• Define all roles involved in ticket implementation (e.g., Admin, iOS, Salesforce Developer, Architect, Designer);
• Gather accurate time and effort estimates from each role.

What We Offer:

• Coverage of Salesforce exams;
• Competitive salary and benefits package (holidays and sick leave days included);
• Opportunities for professional growth and advancement;
• A collaborative and innovative work environment;
• Remote work opportunities and flexible hours.