Salesforce Business Analyst

Location: Remote 

Travel Required: Less than 10%

Job Summary

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. 

What You’ll Do  

• 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. 

What We Need  

• 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. 

Desired Qualifications  

• 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. 

What You'll Need to Succeed  

• Strong communication and collaboration skills to effectively engage with stakeholders, end users, and technical teams 
• Ability to balance strategic discovery work with hands-on operational support. 
• Customer-focused mindset with a passion for improving user experience. 
• Detail-oriented and organized, capable of managing multiple priorities, sprints, and deadlines with accuracy and efficiency 
• Adaptability and continuous learning mindset, staying current on Salesforce updates, features, and best practices. Comfort operating in a fast-paced, evolving Salesforce environment. 
• A proactive, self-driven approach to problem-solving and collaboration. 

Base Salary Band: $73,327 - $114,907
 
Compensation: At PatientPoint, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications, geographic location, and professional experience, which can cause your compensation to vary. The base salary range listed is just one component of PatientPoint’s total compensation package for employees. For additional details on our total benefits package, please review the section “About PatientPoint” at the end of this job description. 

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