B2B Salesforce Business Analyst

Staples Canada•Richmond Hill, ON

3d•Onsite

About The Position

The B2B Salesforce Business Analyst will bridge business needs and Salesforce capabilities to drive scalable solutions that improve sales effectiveness, customer experience, and operational efficiency. This role involves leading requirements definition, solution design, and delivery of enhancements across CRM, automation, and AI enablement initiatives. The role is part of a dynamic, inspiring team at Staples Canada, The Working and Learning Company, focused on helping people work smarter, learn more, and grow every day. The team values curiosity, approachability, and passion for finding solutions, and is committed to building an inclusive and diverse work environment.

Requirements

4–7+ years of experience in Business Analysis, CRM, or Salesforce-related roles
Experience leading cross-functional initiatives and system implementations
Experience working with sales and marketing organizations in a B2B environment
Salesforce Business Analyst or Administrator Certification required
Strong understanding of Salesforce platform capabilities and CRM best practices
Experience with sales processes, pipeline management, and customer lifecycle
Excellent analytical, problem-solving, and critical thinking skills
Strong facilitation and stakeholder management skills
Ability to translate complex business needs into structured solutions
Familiarity with Agile methodology and project delivery frameworks
Understanding of integration concepts.
Ability to map end-to-end business processes across multiple systems

Responsibilities

Bridge business needs and Salesforce capabilities to drive scalable solutions that improve sales effectiveness, customer experience, and operational efficiency.
Lead requirements definition, solution design, and delivery of enhancements across CRM, automation, and AI enablement initiatives.
Partner with Sales, Marketing, Service, and Operations teams to identify business needs and translate them into clear, actionable requirements.
Facilitate workshops to define processes, pain points, and opportunity areas.
Document business requirements, user stories, and acceptance criteria.
Collaborate with Salesforce Admins and developers to design scalable solutions leveraging platform capabilities.
Ensure alignment between business objectives and system design.
Support configuration decisions across workflows, automation, and cross-system integrations, including defining data flows and system interactions across Salesforce and connected platforms.
Define and document integration requirements across Salesforce and upstream/downstream systems.
Partner with IT on scalable integration patterns (APIs, middleware).
Lead initiatives to improve pipeline visibility, lead management, and seller workflows.
Support CRM modernization efforts, including consolidation of Salesforce instances and rationalization of integrations, data models, and cross-system workflows.
Contribute to rollout of AI capabilities (e.g., lead nurturing, case deflection, next best action).
Define reporting requirements and ensure dashboards align to KPIs and business outcomes.
Partner with analytics teams to track ROI and performance impact of CRM initiatives.