Salesforce Business Analyst - Commerce Cloud

Daikin Comfort•Waller, TX

About The Position

This role involves supporting the administration and configuration of Salesforce B2B Commerce and Experience Cloud capabilities. The Business Analyst will collaborate with stakeholders to gather requirements, develop user stories, and manage various aspects of the e-commerce platform, including catalog management, promotions, pricing, data governance, and process improvement. The position also requires managing User Acceptance Testing (UAT), working within Agile frameworks, troubleshooting issues, and supporting training and platform updates. Additionally, the role will assist with integrations between Commerce Cloud and other systems and generate reports on e-commerce performance.

Requirements

Intermediate knowledge of Microsoft Office, Jira, and Confluence
Strong understanding of Salesforce B2B Commerce and Experience Cloud capabilities
Understanding of ecommerce operations including catalog management, promotions, pricing, checkout, and order management
Familiarity with digital merchandising and customer experience best practices
Detail-oriented with a strategic mindset
Excellent communication and stakeholder management skills
Proactive and self-driven with a continuous improvement mindset
Strong analytical skills with the ability to translate ecommerce and customer behavior data into actionable insights
Knowledge of data governance and data quality best practices
10+ years experience with Salesforce or another CRM tool
Bachelor’s degree in business, Economics, Information Technology, or related field.
Salesforce Sales Cloud certification required.
Masters degree in related field required

Nice To Haves

Familiarity with ERP and B2B ecommerce integrations preferred

Responsibilities

Support administration and configuration of Salesforce B2B Commerce and Experience Cloud capabilities, including storefront management, buyer groups, entitlements, catalogs, pricing, promotions, checkout, order visibility, and self-service account features.
Collaborate with business stakeholders and SMEs to gather, document, and prioritize requirements related to ecommerce operations, dealer purchasing workflows, digital merchandising, customer experience, and branch/kiosk ordering processes.
Develop clear and detailed Jira user stories with well-defined acceptance criteria to support efficient solution design and development.
Support product catalog structure, category management, search optimization, product attribution, and merchandising strategies to improve product discoverability and conversion.
Support the setup, testing, governance, and optimization of promotional campaigns, bundles, discounts, and customer-specific pricing experiences within Commerce Cloud.
Support data governance practices to ensure high levels of data quality, integrity, and consistency across customer, product, pricing, inventory, and order data. Perform audits to proactively identify and resolve data issues.
Drive continuous improvement of end-to-end ecommerce processes including product discovery, cart and checkout flows, order placement, fulfillment visibility, returns, and digital self-service capabilities.
Own planning, coordination, and execution of UAT for Commerce Cloud enhancements, including test script creation, defect tracking, and resolution.
Work within Agile frameworks, contributing to sprint planning, backlog grooming, and iterative delivery of Commerce Cloud features.
Act as a primary point of contact for Commerce Cloud issues, supporting users (agents, supervisors) and driving root cause analysis and resolution of system or process challenges.
Support development of training materials working with the Training Team to drive adoption of new Commerce Cloud features and digital capabilities among internal users, branch teams, and customers.
Serve as a subject matter expert on Salesforce B2B Commerce and Experience Cloud capabilities, providing recommendations on enhancements, releases, integrations, and feature adoption.
Support integration efforts between Commerce Cloud, ERP systems (SAP), payment platforms, tax services, inventory systems, search platforms, and other internal/external systems to enable seamless commerce operations.
Generate regular reports and dashboards detailing ecommerce performance metrics, digital adoption, conversion trends, customer behavior, search analytics, and operational KPIs.
Perform other tasks as assigned.