Technical Business Analyst (Salesforce)

Global Refuge • Baltimore, MD

22h

About The Position

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you! Reporting to Reporting to the Vice President for Information Technology, the Technical Business Analyst will guide the development and implementation of software for Global Refuge, including web-based applications to be used both internally and externally. The position is accountable for driving the software development lifecycle, from identifying the need or opportunity to implementation, evaluation and ongoing support. This position must work closely with the organization's program managers, effectively manage vendors, and utilize technical skills to effectively evaluate software design approaches and provide realistic cost/benefit analyses. Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, care for unaccompanied children, and economic empowerment and employment. Our work also extends to Guatemala and Mexico, where we help young people with skills training and community reintegration. To date, we have served over 800,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships. Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including: medical, dental, vision available the first day of employment generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave company 403(b) contribution of 3%, an additional 7% match which vests immediately At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

Requirements

• Bachelor's degree from an accredited college or university in Information Technology, Business, Computer Science, or a related field and a minimum of two (2) years of professional experience working as a Business Analyst post-degree (or equivalent combination of education and experience).
• Minimum two (2) years of hands-on Salesforce experience, including requirements gathering, configuration support, documentation, and user support.
• Demonstrated experience working as a Business Analyst supporting multiple applications and platforms; ability to adapt quickly and effectively across systems beyond Salesforce.
• Strong technical aptitude with the ability to understand system architecture, integrations, data flows, and application functionality, while also translating technical concepts for non-technical users.
• Proven experience working directly with non-technical stakeholders, including training, supporting, and guiding end users with varying levels of technical proficiency.
• Excellent customer service skills with a demonstrated ability to build trust, manage expectations, and provide clear, responsive support.
• Experience serving as a subject matter expert for business applications, processes, or systems.
• Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical developers and non-technical users.
• Strong interpersonal skills, including the ability to influence others, negotiate effectively, build consensus, and collaborate with individuals from diverse backgrounds.
• High attention to detail; excellent organizational and time-management skills; commitment to clear, timely, and thorough documentation.
• Proficiency with standard business tools, including Microsoft Word, Excel, Access, email, and web-based applications.

Nice To Haves

• Experience supporting fundraising, development, or nonprofit business processes.
• Advanced Salesforce experience (e.g., complex workflows, reporting, integrations, user training, or platform optimization).

Responsibilities

• Partner with program managers to understand current business needs, anticipating future needs, and identify potential technical solutions that properly balance costs, risks, and benefits within a strategic framework.
• Work with Global Refuge staff and vendor(s) to plan software development projects and gain stakeholder commitment to those plans.
• Partner with Global Refuge staff to ensure business requirements are clearly and thoroughly documented; partner with vendor to ensure conceptual and technical requirements are technically sound, responsive to business needs, and documented.
• Develop new network- and web-based applications, based on Global Refuge business requirements and agreed upon work plans.
• Coordinate issue resolution.
• Ensure that documentation of application technical and user specifications are updated as needed.
• Coordinate and provide oversight for comprehensive and orderly testing of software.
• Maintain existing Global Refuge applications, which include managing the bug-fix process and the addition of enhancements or new modules, administering and maintaining databases, querying and/or analyzing system data.
• Subject matter expert on custom built and off the shelf applications.
• Oversee appropriate level of communication to all interested parties regarding status of software development plans, including Global Refuge staff, Global Refuge subgrantee partners, government agencies, and any software development vendors.
• Coordinate the assessment of required process changes resulting from the new/changed software, the development and delivery of training on process changes and how to use the software, and the implementation of software, including any data migration required.
• Monitor impact of system once implemented to determine if the benefits of the system have been realized; if not, identify the reason why and the corrective action to be taken, with related costs.
• Track suggestions for enhancements and determine in partnership with program managers if/when to group those changes as a new release of the software.
• Develop/test, implement, and maintain certain approved software without the use of external vendors.
• Design, build, modify and deploy customized reports from databases or other data sources, including extracting and collecting data according to client needs.
• Manipulate and analyze data.
• Create data visualizations.
• Other duties as requested.

Benefits

• medical, dental, vision available the first day of employment
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave
• company 403(b) contribution of 3%, an additional 7% match which vests immediately

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level