Salesforce Business Analyst

Your role, your impact

As a Salesforce Business Analyst, you’ll play a key role in analyzing, transforming, and optimizing business processes through the Salesforce platform. You’ll act as a strategic liaison between business stakeholders and IT teams, helping ensure Salesforce solutions meet business needs, regulatory requirements, and organizational objectives.

Your day-to-day

• Gather, analyze, and challenge business requirements with key stakeholders;

• Facilitate discovery workshops to gain a thorough understanding of business challenges, processes, and objectives;

• Document business processes, functional requirements, and use cases;

• Translate business needs into functional requirements and appropriate Salesforce solutions;

• Participate in defining key performance indicators (KPIs) to measure and track business value;

• Contribute to complex, large-scale Salesforce implementations involving multiple organizations, countries, and teams;

• Support the integration of Salesforce within complex IT environments;

• Leverage Salesforce as a strategic platform for business process transformation;

• Map current-state and future-state business processes, participate in process optimization, reengineering, and automation initiatives (BPM/BPA) using Salesforce, Pega, or other workflow solutions;

• Contribute to discovery, strategy, assessment, and roadmap activities while supporting organizational change management and alignment between business strategy, IT direction, and CRM vision, and apply Six Sigma principles;

• Collaborate with executive stakeholders, internal teams, offshore teams, Salesforce vendors, and partners to support the delivery of multiple complex projects within Agile and iterative delivery frameworks.

Keys to your success

• Strong experience leveraging Salesforce to drive business process transformation;

• Experience working in regulated industries, including financial services (banking, wealth management, insurance, retirement services), compliance (KYC, AML), risk management, and fraud and disputes;

• Proficiency with Salesforce Clouds, including Sales Cloud, Service Cloud, Marketing Cloud / Campaign Management, and Financial Services Cloud;

• Strong understanding of business processes across sales, customer service; and client onboarding;

• Good understanding of contact centre operations and customer service environments;

• Client-centric CRM approach.

Extra edge

• Lean Six Sigma Green Belt certification.

Language skills

• French: Proficient

• English: Proficient

Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate on a daily basis with employees and managers outside of Quebec.