Sr. Salesforce Business Analyst

Blue Cross Blue Shield of Massachusetts • Boston, MA

9d • Hybrid

About The Position

We are seeking a highly experienced and results-driven experience Salesforce Business Analyst to work closely with subject matter experts, end users and development teams to ensure alignment and the successful implementation of business solutions, with a strong focus on Salesforce and process optimization. This role is critical in analyzing complex business needs, defining scope, designing solutions, and driving continuous improvement across commercial operations. This position is eligible for the Flex persona.

Requirements

• Strong knowledge of business operations, sales workflows, and end-to-end commercial processes
• Proven experience in Agile methodologies and complex project delivery
• Proficient in process improvement tools (e.g., Microsoft Visio), data analysis tools, and BA toolkits.
• Strong documentation, communication, and presentation skills
• Effective problem-solving, critical thinking, and decision-making capabilities
• Ability to manage multiple projects, work independently, and collaborate across diverse teams
• Skilled in change management, stakeholder engagement, conflict resolution, and training delivery
• 10+ years of business analysis experience
• 10+ years of hands-on Salesforce experience
• 7+ years Agile delivery experience
• IIBA certification required (ECBA, CCBA, or CBAP)
• High school degree or equivalent required unless otherwise noted above

Nice To Haves

• Salesforce Business Analyst Certification preferred
• Six Sigma or Lean certification preferred

Responsibilities

• Process Analysis & Optimization Analyze existing business processes, Salesforce flows, and workflows to identify inefficiencies and opportunities for improvement.
• Conduct end-to-end process analysis, including mapping “as-is” and “to-be” states using industry-standard frameworks.
• Identify and resolve bottlenecks and streamline operations to enhance performance and reduce costs.
• Analyze and document a business process to elicit requirements and engage stakeholders to visualize a future state.
• Stakeholder Engagement & Requirements Management Collaborate with cross-functional teams, stakeholders, and end users to gather, document, and validate business requirements.
• Serve as a liaison between business and technical teams, ensuring alignment and understanding across all levels.
• Manage stakeholder expectations, resolve conflicts, and facilitate consensus on business needs and priorities.
• Solution Design & Implementation Translate business requirements into effective technical and process solutions, including automation and Salesforce configurations.
• Lead solution design initiatives that align with strategic goals and support operational excellence.
• Partner with development teams during implementation to ensure solutions are effectively delivered and meet business objectives.
• Support and validate project delivery to ensure the solution meets the requirements.
• Data Analysis & Reporting Perform data analysis to identify trends, uncover insights, and support decision-making.
• Create dashboards and reports to monitor key performance indicators (KPIs) and track the success of implemented solutions.
• Project Management & Change Enablement Lead and support work and projects focused on Salesforce enhancements and business process reengineering.
• Support change management activities, including impact analysis, training, and communication plans to ensure user adoption and operational readiness.
• Testing & Documentation Facilitate user acceptance testing (UAT), validate configurations, and troubleshoot issues post-implementation.
• Develop clear, concise documentation including business requirements, process flows, user stories, training guides, and release notes.
• Knowledge Sharing & Continuous Learning Stay current on industry trends, Salesforce platform updates, and best practices in business analysis and process improvement.
• Mentor peers and support end-user training initiatives to foster organizational knowledge and system proficiency.

Benefits

• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees