CRM Business Analyst (Flex)

UPS

2d•$108,720 - $201,540

About The Position

The Salesforce CRM Business Analyst serves as a business-aligned functional expert responsible for bridging the gap between the CRM strategy, IT delivery teams, and business stakeholders. This role partners closely with business users to clarify enhancement requests, document business processes, identify system dependencies, and translate requirements into well-defined technical specifications for development. The Business Analyst ensures CRM initiatives move efficiently through the delivery lifecycle—from idea intake and discovery through solution validation and post-launch value realization. The role works closely with the CRM Strategy & Development Manager, Change Management Manager, and technical delivery teams to ensure that Salesforce capabilities support sales productivity, operational efficiency, and high-quality CRM data. In addition to business analysis responsibilities, the role contributes to solution design by developing process flows, screen mockups, and visualization concepts that guide development teams and help stakeholders understand how enhancements will function within the CRM environment.

Requirements

4–7+ years of experience in CRM Business Analysis, Sales Operations, or Salesforce platform roles
Demonstrated experience translating business requirements into Salesforce solutions
Experience working in agile delivery environments with product owners and development teams
Strong knowledge of Salesforce core objects (Accounts, Contacts, Leads, Opportunities) and CRM data models
Experience creating process flows, functional specifications, and system documentation
Ability to develop basic screen mockups or wireframes to visualize proposed CRM enhancements
Familiarity with Salesforce automation tools (Flows, validation rules, process automation)
Strong facilitation skills for stakeholder discovery and requirements workshops
Ability to simplify complex system functionality for business audiences
Analytical mindset with the ability to uncover root causes and recommend solutions
Strong collaboration skills across business, operations, and IT teams
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Nice To Haves

Experience with Salesforce reporting or CRMA dashboards preferred

Responsibilities

Serve as the primary liaison between business stakeholders, CRM leadership, and IT delivery teams to ensure alignment on scope, requirements, and timelines.
Facilitate discovery sessions with sales, operations, and leadership teams to clarify business needs and translate them into actionable system requirements.
Analyze enhancement requests to uncover root problems, business impacts, and opportunities for process improvement.
Work with GRO counterparts to ensure awareness, best practices, change management, and overall alignment
Document current-state and future-state business processes using process maps, workflow diagrams, and user journey documentation.
Identify system limitations, technical dependencies, and cross-platform integrations that may impact solution design.
Maintain clear documentation of functional requirements, decision points, and system behaviors.
Translate business objectives into detailed functional specifications, user stories, and acceptance criteria for CRM enhancements and integrations.
Develop initial screen mockups, workflow diagrams, and visualization concepts to illustrate proposed CRM experiences and support alignment with stakeholders and developers.
Recommend improvements to CRM user experience, data capture, and automation that drive adoption and efficiency.
Throughout the development process align with stakeholders to ensure that the design and functionality align with expectations.
Make informed technical recommendations on Salesforce capabilities including flows, automation, integrations, and object design.
Perform light Salesforce configuration when appropriate (e.g., CRMA dashboards, flows, custom objects, or standard objects) to accelerate delivery of high-impact features.
Partner with development teams to refine technical solutions and ensure they align with functional requirements.
Manage CRM enhancement requests through the delivery lifecycle—from intake and prioritization to development support, UAT, and deployment readiness.
Coordinate User Acceptance Testing (UAT), ensuring business stakeholders validate functionality before production release.
Maintain a transparent backlog and support sprint planning and release management activities.
Partner with Change Management to align enablement, communications, and adoption strategies with newly delivered capabilities.
Define and track value realization metrics for each CRM enhancement (e.g., pipeline visibility, forecast accuracy, lead conversion, seller productivity).
Support CRM data governance initiatives in collaboration with Sales Operations and IT, including field standards, duplicate management, and integration integrity.