Salesforce Business Analyst
About The Position
This role focuses on supporting Salesforce production issues (Break/Fix) and managing enhancement requests (Backlog Support). The analyst will serve as the first line of analysis for production issues, including defects, data problems, automation failures, permissions, and integration incidents. They will triage and prioritize incidents, perform root cause analysis, document issues, and support resolution by validating fixes. For enhancements, the analyst will elicit and clarify requests, translate them into user stories and requirements, and partner with developers and administrators. The role also involves supporting User Acceptance Testing (UAT) and maintaining an enhancement backlog. Additionally, the analyst will ensure changes adhere to change control, release management, and auditability standards, and help identify opportunities to reduce recurring issues and technical debt. They will also assist in assessing the business impact of Salesforce seasonal releases.
Requirements
- Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)
- Minimum of THREE (3) years of professional experience
- U.S. Citizenship is contractually required.
- Ability to commute to or work from the San Antonio Guidehouse office.
- Must be able to OBTAIN and MAINTAIN a Federal or DoD "SECRET" security clearance; candidates must obtain an approved adjudication of clearance prior to onboarding with Guidehouse.
- Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).
Nice To Haves
- Experience with declarative automation such as Flow, validation rules, and approval processes.
- Strong analytical skills for data review, reporting, and issue analysis.
- Demonstrated experience working in break/fix or managed services environments, including ticket-based support.
- Ability to clearly document business processes, requirements, and functional designs.
- Strong communication skills with the ability to translate between technical and non-technical audiences.
- Experience supporting public-sector Salesforce implementations or regulated environments.
- Familiarity with Salesforce integrations and the ability to analyze integration-related issues (no development required).
- Salesforce Business Analyst, Administrator, or Advanced Administrator certification.
- Experience working in Agile or hybrid-Agile delivery models.
- Prior experience supporting government clients, audits, or compliance-driven programs.
Responsibilities
- Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
- Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
- Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
- Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
- Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
- Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
- Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
- Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
- Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
- Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
- Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
- Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
- Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
- Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Position may be eligible for a discretionary variable incentive bonus
- Parental Leave and Adoption Assistance
- 401(k) Retirement Plan
- Basic Life & Supplemental Life
- Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Student Loan PayDown
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Emergency Back-Up Childcare Program
- Mobility Stipend
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
