Senior Business Analyst (Salesforce/Fonteva)

American Retirement Association•Arlington, VA

7d•Hybrid

About The Position

ARA is looking for a Senior Business Analyst with deep Salesforce experience to sit at the intersection of business strategy and platform capability. This is not a requirements-gathering role. It is a role for someone who can lead discovery, produce documentation that drives decisions, and help ARA expand and support the intelligent automation we are building across Sales Cloud and Service Cloud. We are also actively exploring AI-driven capabilities within Salesforce, including Einstein lead and opportunity scoring, intelligent case routing, AI-assisted response recommendations, and automated workflows. We need an experienced individual who has done this before and can help us do it well, both in terms of the technical requirements and the adoption work that makes it stick. Equally important is how you document and communicate. You should be comfortable producing high-quality visual artifacts such as process flow diagrams, swim lane maps, logical decision trees, and current- and future-state comparisons that guide stakeholder discussions and anchor solution decisions. Familiarity with Fonteva or association management systems is a plus and represents a natural growth path.

Requirements

Three or more years of experience in business analysis, business systems analysis, or a closely related role
Direct experience implementing Salesforce Sales Cloud and Service Cloud
Demonstrated experience implementing or expanding AI features within Salesforce, such as Einstein, Agentforce, or intelligent automation
Proficiency with process and diagram tools such as Lucidchart, Visio, Miro, or equivalent, with the ability to produce publication-quality visual flows for stakeholders and executive audiences
Experience with Salesforce Flow or similar declarative automation tools
Strong communication and facilitation skills, with the ability to work comfortably across business and technical teams
Organized, detail-oriented, and comfortable managing multiple priorities in a project-driven environment
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Experience configuring or validating AI-driven capabilities such as predictive scoring, intelligent routing, case classification, or AI-assisted recommendations
Salesforce Administrator certification, Salesforce AI Specialist credential, or another relevant Salesforce certification
Experience with Salesforce Agentforce, Einstein Copilot, or similar generative AI tooling within the Salesforce ecosystem
CBAP, PMP, Agile certification, or demonstrated equivalent experience
Experience facilitating change management or leading user adoption around AI-enabled capabilities
Consulting or implementation partner background
Familiarity with UAT processes and backlog tools such as Jira or Azure DevOps
Background in association, membership, nonprofit, or service-oriented environments
Experience with Fonteva or other association management systems

Responsibilities

Lead discovery sessions with stakeholders to understand objectives, pain points, and workflows, then translate those conversations into clear requirements, user stories, and process documentation
Produce high-quality visual artifacts including process flow diagrams, swim lane workflows, logical decision maps, and current- and future-state comparisons that guide discussions and support solution decisions
Write functional requirements, acceptance criteria, and configuration specifications that work for both business and technical audiences
Encourage platform-aligned design and help stakeholders move away from legacy workarounds
Support and expand AI-driven capabilities within Sales Cloud, including Einstein lead and opportunity scoring, predictive pipeline analytics, AI-assisted outreach, and automated sales workflows
Work with sales and membership teams to identify high-value automation opportunities, define requirements, and help configure and validate AI features that improve conversion rates, staff efficiency, and pipeline visibility
Support and expand AI-driven capabilities within Service Cloud, including Einstein case classification, intelligent routing, AI-generated response recommendations, knowledge article surfacing, and automated escalation workflows
Collaborate with operations and member service teams to identify where AI can reduce manual effort, improve response consistency, and elevate service quality
Document requirements, support configuration and testing, and help ensure AI features are adopted in ways that build staff trust and deliver measurable outcomes
Identify and evaluate AI-enabled opportunities across the Salesforce platform, with a near-term focus on Sales Cloud and Service Cloud and a longer-term view toward Fonteva and adjacent systems
Partner with IT and business leaders to define use cases, assess feasibility, and support responsible AI governance practices
Build productive relationships across the organization and facilitate working sessions that surface real needs and align practical solutions
Support training, communication, and adoption efforts to ensure new capabilities land well and are used effectively day to day
Develop test scenarios, coordinate user acceptance testing, and validate that delivered capabilities meet business intent
Support reporting and dashboard definition to ensure business teams have the insight they need
Contribute to backlog grooming, sprint planning, and iterative delivery in an Agile or hybrid environment