Salesforce Business Analyst
About The Position
Join PatientPoint to be part of a dynamic team creating change in and around the doctor’s office. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide. We are seeking a Salesforce Business Analyst with Salesforce Administrator experience to support and evolve our Salesforce platform, with a strong emphasis on Field Service Lightning (FSL) and Service Operations. This role will play a critical part in discovering new business requirements, supporting day-to-day Salesforce operations, and providing helpdesk-level support to business users. The ideal candidate will serve as a trusted liaison between business stakeholders, support teams, and technical resources, ensuring Salesforce solutions are scalable, user-friendly, and aligned with operational goals—particularly around field service, technician workflows, and customer support processes.
Requirements
- Bachelor’s degree or equivalent experience in a related field (e.g., business, technology, or a similar discipline)
- 3+ years of experience as a Salesforce Business Analyst or in a hybrid Business Analyst / Salesforce Admin role.
- Hands-on experience supporting Salesforce Service Cloud and Field Service Lightning (FSL).
- Working knowledge of Salesforce administration and configuration best practices.
- Experience gathering requirements using user stories, process flows, personas, and story mapping.
- Strong analytical, problem-solving, and documentation skills.
- Excellent communication skills with the ability to work effectively with both technical and non-technical stakeholders.
Nice To Haves
- Salesforce certifications, such as Salesforce Administrator (ADM 201), Business Analyst, Field Service Lightning Consultant.
- Experience with Salesforce tools and technologies, such as Flow, Process Builder, Salesforce Mobile Publisher, FSL Mobile App, or mobile workforce solutions.
- Familiarity with data management (i.e. Data Loader), reporting, and dashboards
- Familiarity with Agile/Scrum methodologies.
- Experience supporting service operations, field technicians, or asset-based business models.
Responsibilities
- Partner with business stakeholders to elicit, analyze, and document requirements for Salesforce enhancements and process improvements.
- Lead discovery sessions focused on Field Service Lightning, technician operations, customer support, and service workflows.
- Translate business needs into user stories, functional requirements, and acceptance criteria.
- Identify opportunities to improve efficiency across case management, work orders, scheduling, and asset/service lifecycle processes.
- Support and enhance Salesforce Field Service Lightning, including: Work orders, service appointments, and scheduling
- Technician assignment and workforce coordination
- Mobile technician experience and usability
- Assist with enhancements to technician-facing portals in Salesforce Experience Cloud.
- Partner with operations and field teams to improve visibility, reporting, and service KPIs.
- Act as a first-line support and helpdesk resource for Salesforce users: Triage issues, troubleshoot errors, and resolve user questions
- Escalate complex issues to development or integration teams as needed
- Maintain system documentation, release notes, and internal support guides.
- Lead and coordinate User Acceptance Testing (UAT): Develop test cases
- Partner with business users for validation
- Track and document feedback and defects
- Assist with change management, training, and adoption efforts for new Salesforce features.
- Promote a culture of continuous improvement across Salesforce Service and FSL capabilities.
Benefits
- We offer competitive compensation, flexible time off to recharge, hybrid work options, mental and emotional wellness resources, a 401K plan, and more.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
