Business Systems Analyst - Salesforce

CCC Intelligent Solutions•Chicago, IL

About The Position

The individual in this position works as a liaison among stakeholders to elicit, analyze, communicate, prioritize, clarify, validate, and document requirements for changes to business processes and systems in support of project/program objectives and scope. The Business Analyst works independently with little to no guidance and is naturally inquisitive and adept in communication, elicitation, facilitation, and modeling techniques. This individual will play an integral role in various large enterprise projects involving Salesforce. This position will require strong consulting skills, complex solution design, business knowledge and Salesforce expertise.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent combination of education and relevant experience.
Minimum of 5 years of experience as a Business Systems Analyst, Business Analyst, Salesforce Analyst, or similar role supporting enterprise business systems, CRM platforms, or large-scale business transformation initiatives.
Strong business acumen with excellent oral, written, and presentation skills; demonstrated ability to lead internal and external meetings and confidently present to senior management teams.
Salesforce Sales Cloud or Service Cloud experience (5+ years) required.
Proficient in verbal/written communication skills
Experience interacting with and managing end-user CRM adoption for Sales, Customer Success, and Revenue Operations teams
Advanced organization and time management skills

Nice To Haves

Tableau, CRMA, Agentforce, Prompt Builder, Data Cloud, and one or more Salesforce certifications are a plus.
Previous Insurance Industry experience would be a plus.

Responsibilities

Facilitate discussions with business groups, define their needs and translate these needs into quantifiable business requirements.
Define current (As-Is) and future (To-Be) scenarios (processes, models, use cases, user stories, plans, and solutions). Work with the team to build consensus among stakeholders to validate and finalize the requirements.
Identify and analyze simple to complex business processes that require change/improvement.
Serve as a liaison between business groups and IT development to clarify requirements.
Collaborate with IT development team to ensure requirements are properly translated into technical specifications that meet the business needs.
Communicate status of deliverables and timelines to interested parties proactively. Document issues thoroughly and escalate issues appropriately.
Perform gap analysis of requirements against out-of-the-box application/system functionality and suggest best practices solutions.
Perform some level of Salesforce configurations.
Partner with business stakeholders to identify, document, and prioritize custom AI use cases, including agentic workflows that reason across Salesforce data, automate routine decisions, and surface guided next actions for users.
Evaluate and translate requirements for Salesforce Einstein and Agentforce capabilities, including generative AI, Prompt Builder, record insights, and AI-assisted business process automation.
Support discovery, solution design, testing, and adoption of AI-enabled Salesforce features with an emphasis on governance, data quality, permissions, and measurable business value.
Leverage Tableau and CRM analytics capabilities to define reporting requirements, build insight-driven dashboards, enable self-service analytics, and help teams convert trusted data into actionable decisions.
Track work progress/status; identify risks and constraints, escalate issues as necessary.
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
Ability to work with and influence peers and management