Salesforce Business Analyst

Maarut•Montréal-Est, QC

1d•Hybrid

About The Position

We are currently seeking a Salesforce Business Analyst to work on the implementation and development of a CRM based on Salesforce (Financial Services Cloud). The candidate will be responsible for collaborating closely with executives, the Product Owner, the Project Manager, Enterprise Architecture, Operations, Salesforce Architects, and the project team. They will contribute to overcoming roadblocks, risks, and external challenges encountered by the team, particularly in complex CRM integration contexts. The role requires versatility and a desire to contribute to all aspects of the team's work (T-Shape), including activities related to Salesforce configuration and adoption. The candidate will act as a Salesforce CRM functional consultant within a multidisciplinary team. The client is looking for a hybrid functional-CRM profile, grounded in Salesforce FSC, capable of operating at the interface between business and technical delivery. The mandate is not that of a generalist Asset Manager: the term "Salesforce CRM Functional Consultant" is explicitly used, indicating an expectation of in-depth product knowledge, not just the ability to document requirements. Recurring keywords include: FSC (Financial Services Cloud), user stories, backlog, workshops, integration, and adoption. The candidate must be comfortable working in a multidisciplinary team using agile methodologies, with a facilitation and governance component (representation on Salesforce committees). A purely documentation-oriented profile without workshop facilitation or interaction with the architecture would be insufficient for this role. The role involves advising and supporting business partners and specialists in the positioning, planning, design, and implementation of Salesforce CRM solutions. It also includes organizing and facilitating business workshops (scoping, design) to define needs and align stakeholders, identifying and analyzing business issues related to customer relationship management (CRM), customer data, and Salesforce processes. The candidate will establish frameworks and recommend solutions leveraging Salesforce capabilities (Salesforce Services Cloud, Sales Cloud, Service Cloud), represent their unit on decision-making committees, including Salesforce governance committees, and contribute to aligning business objectives, Salesforce CRM capabilities, and IT architecture. They will act as the lead for aligning the Salesforce solution with business needs and CRM best practices, and contribute to the end-to-end integration of solutions. The role also involves proposing and recommending value-creating CRM business solutions, including a 360° customer view, sales and service process optimization, and automation via Salesforce (Flow, workflows).

Requirements

Expertise in Salesforce CRM (FSC, Sales Cloud, Service Cloud) - FSC is the core, other clouds are complementary.
Business Analysis (user stories, epics, backlog, as-is/to-be).
Workshop Facilitation (scoping, design) and Stakeholder Facilitation.
Collaboration with IT Architecture and Development Teams.
Knowledge of FSC Processes: lead conversion, opportunities, activities, appointments - mastery of the FSC ecosystem expected.
Contribution to UAT testing and acceptance criteria.

Nice To Haves

Experience in Wealth Management or the Financial Sector.
Salesforce Automation (Flows, Workflows) - sufficient functional knowledge, no development expected.
Knowledge of the FSC (Account, Household, Financial Account) Data Model.
Experience in a CRM Governance/Committee Context.

Responsibilities

Ensure the quality of deliverables related to Salesforce initiatives.
Anticipate CRM trends and ensure the application of Salesforce and FSC best practices.
Gather, document, and validate business needs and Salesforce functional requirements (user stories, epics).
Contribute to defining and prioritizing the backlog in collaboration with the Product Owner.
Collaborate with architecture teams to translate requirements into solutions configured or integrated within Salesforce.
Identify and analyze the impacts on business processes, the data model, and integrations (APIs, satellite systems).
Define the scope of Salesforce solutions within projects.
Analyze, model, and document current processes (as-is), target processes (to-be), and user journeys in Salesforce.
Ensure traceability of requirements between business objectives, Salesforce capabilities, and delivered solutions.
Support the Product Owner in defining business objectives and KPIs (CRM performance, adoption, operational efficiency).
Support stakeholders in the cost/benefit analysis of Salesforce solutions.
Contribute to the testing strategy: defining acceptance criteria, supporting UAT testing, and validating Salesforce processes.
Support business units during Salesforce deployment and adoption.
Collaborate closely with Salesforce Architects, Integration Architects, and Development Teams.