Business Analyst

The Trevor Project

29d•$100,000 - $110,000•Remote

About The Position

This role will serve as the critical link between business stakeholders and technology teams across Salesforce, Contact Center, web application, and custom development. Key responsibilities include comprehensive business process mapping to identify opportunities for optimization and efficiency, and identification of areas for improvement in existing platforms and processes. The analyst will be responsible for requirements elicitation, meticulously gathering and documenting detailed functional and non-functional requirements for new features and system enhancements. They will act as a critical collaborator, facilitating communication between business stakeholders and technical implementers, translating business needs into actionable technical solutions. Additionally, this role supports system implementation readiness, User Acceptance Testing (UAT), and maintains robust documentation of processes and system configurations to ensure successful project delivery and maximize the organization's investment in technology platforms.

Requirements

Proficiency in gathering requirements, mapping business requests to technical capabilities, and process documentation
Excels at communication and collaboration across multiple stakeholder priorities
End-user experience with Salesforce, such as data analysis, Service Cloud, or NPSP
Experience with Genesys or another enterprise-level contact center platform
Proficiency in spoken and written English

Nice To Haves

Experience working contractor or vendor technical teams
Experience with Salesforce administration and configuration
Salesforce certification(s) such as Administrator or Platform App Builder
Experience with Genesys implementation, configuration, or administration
Experience with community building platforms (eg Invision) and trust & safety platforms (eg ActiveFence)
Familiarity with Contact Center operations, metrics (e.g., AHT, FCR, CSAT), and best practices
Knowledge of nonprofit fundraising and development
Highly skilled at learning technical systems and processes, and communicating technical requirements to non-technical stakeholders

Responsibilities

Business Process Mapping: Working with various business verticals to map existing processes and identify areas for optimization, including processes relating to executive operations, organizational performance, and other confidential strategic projects where needed
Requirements Elicitation: Gathering and documenting detailed functional and non-functional requirements for new features, enhancements, and integrations
Stakeholder Collaboration: Facilitating workshops with business users to understand their needs and challenges
Process Improvement: Continuously evaluating existing systems and processes to recommend and implement improvements that increase efficiency and data quality
Documentation: Creating and maintaining comprehensive documentation of processes, requirements, and system configurations
Platform & Integration Management: Oversee system health and configurations, managing third-party integrations and troubleshooting complex technical issues to ensure operational stability
Vendor Relations & Performance: Act as the liaison for external vendors to manage SLAs, coordinate technical updates, and align product roadmaps with business goals
Technical Translation & Feasibility: Bridge the gap between business needs and technical constraints by assessing the feasibility of requests and translating them into system-ready configurations
Handle confidential and sensitive strategic matters with the utmost discretion and integrity
Demonstrate fair, ethical, and equitable business practices
Learn eagerly, share knowledge appropriately, and improve continuously
Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
Work, communicate, and collaborate effectively with others
Demonstrate attention to detail and accuracy in all work
Demonstrate a commitment to fostering and maintaining an environment of belonging
Other relevant duties and responsibilities as assigned

Benefits

Comprehensive health coverage, including plans that support various gender affirmation care needs
Mental health resources, with access to virtual care and a variety of in and out of network options for support
403(b) retirement plan with a 3% employer match, vesting over three years
Generous paid time off and company holidays to rest and recharge
Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

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