Business Analyst

Arizona State University•Tempe, AZ

2d•Onsite

About The Position

Student Success Innovations, within the Office of the Executive Vice President and University Provost, aligns people, processes, and technology to deliver scalable, data-informed solutions that enhance the student experience, reduce system complexity, and strengthen engagement through a balance of digital tools and personalized support. Student Success Innovations seeks a Business Analyst to support enterprise technologies that power student services and academic operations, with a focus on ASU’s Enterprise Salesforce ecosystem, including Case Management, Knowledge, Mogli SMS, and custom applications. This role provides both operational and project-based support across multiple Salesforce initiatives, serving as a liaison between academic and administrative stakeholders and technical teams. The Business Analyst partners with colleges and service units to ensure solutions are clearly defined, well-documented, and aligned with institutional priorities. Key responsibilities include eliciting and documenting business and functional requirements, analyzing current and future state processes, supporting end users, coordinating enhancements, and promoting system effectiveness and adoption. The role regularly engages faculty and staff to understand operational needs, support on-boarding and training, and translate requirements into clear, actionable specifications in collaboration with Salesforce administrators and developers. For new initiatives, the Business Analyst leads discovery efforts, develops detailed requirements and process documentation, and supports quality assurance and user acceptance testing. For existing systems, the role provides structured troubleshooting, enhancement analysis, and continuous improvement to ensure sustained performance and value. This position does not perform Salesforce configuration. Instead, it focuses on requirements definition, stakeholder alignment, and documentation, working closely with technical teams to support effective implementation. The ideal candidate thrives in a fast-paced environment, manages multiple concurrent initiatives with attention to detail, and demonstrates strong analytical, organizational, and communication skills. Success in this role requires effective collaboration with faculty, staff, and leadership, along with a strong commitment to student success and the ASU community.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Demonstrated knowledge of higher education administrative systems and related business principles.
Demonstrated knowledge of ASU’s organizational structure and/or higher education administration.
Demonstrated knowledge of student information systems, case management systems, and/or customer relationship management (CRM) platforms.
Demonstrated knowledge of technical writing and/or process diagramming and documentation.
Experience in performing effectively as a member of a cross-functional team.
Experience in working in an environment subject to tight deadlines and potentially changing or conflicting priorities.
Experience analyzing and contributing to the resolution of complex business and process issues.
Experience supporting the implementation of software solutions and process changes within enterprise administrative systems.
Experience in explaining complex concepts to varied audiences through spoken, written, and visual communication.
Experience supporting or contributing to complex projects or initiatives.
Experience with analysis within the software development life cycle, including requirements gathering, documentation, and quality assurance.
Experience with communication technologies (for example: SMS texting platforms, email solutions, or content management systems).
Experience with database and analytical technologies (for example: databases, business intelligence solutions, reporting tools, or data visualization platforms).

Responsibilities

Defines and contributes to the scope and objectives for enhancements and new initiatives within ASU’s Enterprise Salesforce Org, partnering with stakeholders and technical teams to deliver solutions that meet academic and operational needs.
Consults with faculty, academic college staff, and university service units to understand business needs and identify process improvement opportunities; conducts requirements gathering and solution analysis to support those needs.
Elicits, analyzes, and documents user requirements through interviews, stakeholder meetings, workflow analysis, use cases, and user stories.
Plans, prepares, and leads structured stakeholder engagement sessions, including large-group briefings, requirements discovery workshops, and survey readout sessions for audiences ranging from frontline advising staff to college leadership.
Facilitates virtual sessions with 20 or more participants, manages discussion, captures input in real time, and ensures sessions result in actionable outcomes.
Develops and distributes pre-session materials, facilitator guides, and post-session summaries that communicate platform changes, gather stakeholder input on proposed functionality, and document decisions and open items for follow-up.
Serves as a liaison between academic and administrative stakeholders and Salesforce technical teams, ensuring clear communication and alignment throughout the solution lifecycle.
Collaborates with development teams to review technical specifications and confirm alignment with documented business requirements.
Supports ongoing system maintenance activities by identifying needs, coordinating with technical teams, and validating updates to ensure platform stability and alignment with business requirements.
Develops and supports execution of user acceptance testing (UAT) plans to validate that implemented solutions meet functional requirements.
Creates and maintains business process documentation and training materials; supports end users with on-boarding, training, and troubleshooting as needed.
Collaborates with subject matter experts and system administrators to document security requirements and support the configuration of appropriate user roles and access.
Supports multiple assigned initiatives by monitoring implementation progress, tracking issues, and communicating status updates to ensure timely completion.
Assesses the effectiveness of implemented solutions and recommends improvements; may support reporting and data analysis efforts to inform decision-making and data governance practices.
Models University Core Expectations by being service-oriented, collaborative, and team-focused; adheres to ethics and compliance standards; communicates respectfully and adaptively; and demonstrates a commitment to student success and institutional excellence.