Salesforce Business Analyst (Remote)
About The Position
The Work Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business. We are seeking a detail‑oriented and technically adept Salesforce O&M (Operations & Maintenance) Business Analyst to support the ongoing stability, usability, and optimization of our Salesforce platform. This role focuses on analyzing business needs, managing operational support, improving existing functionality, and ensuring the Salesforce ecosystem continues to meet evolving business requirements.
Requirements
- U.S. Citizenship required due to federal contract requirements
- Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
- Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years.
- Ability to obtain and maintain a Public Trust clearance
- BS/BA in related field (Business Administration/Management, Computer Science, or Software Engineering preferred)
- At least 3 years of experience supporting Salesforce projects
- At least one active Salesforce certification (certified administrator or higher)
Nice To Haves
- Demonstrated experience identifying risks that threaten operation success and recommending workarounds
- Demonstrated experience keeping application running smoothly by testing and adjusting as needed, then documenting fixes
- Demonstrated experience in analyzing business and technical questions and identifying paths to resolution
- Demonstrated experience engaging with business stakeholders to gather/analyze issues or requirements and map them to solutions that leverage Salesforce functionality
- Demonstrated experience performing troubleshooting, triage, and working with developers to resolve user issues.
- Ability to communicate with non-technical users to resolve issues.
- Demonstrated experience designing advanced Salesforce reports, dashboards, list views and business process automation (using out-of-box capabilities)
- Demonstrated experience performing automated testing, regression testing, system testing and developing/maintaining test scripts
- Demonstrated experience with browser accessibility testing
- Highly effective analytical, problem-solving, and decision-making capabilities.
- Excellent communication and interpersonal skills to interface effectively at all levels of the business.
- Organized, detailed oriented and able to prioritize and multi-task.
Responsibilities
- Serve as the primary liaison for Salesforce production support, enhancements, and issue resolution
- Conduct root‑cause analysis for defects, system errors, or unexpected behavior
- Maintain system documentation, business process flows, and functional requirements
- Partner with technical teams to ensure platform reliability and continuous improvement
- Track and manage incident queues, enhancement requests, and backlog items
- Engage business stakeholders to understand current-state processes, pain points, and future needs
- Facilitate workshops, interviews, and requirement sessions
- Translate business requirements into clear, detailed user stories and acceptance criteria
- Partner with Salesforce developers, architects, and admins to deliver scalable solutions
- Monitor impacts of platform releases and ensure readiness for new functionality
- Build strong relationships with product owners, business leaders, and cross-functional teams
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
