Job Description

Position: Salesforce Business Analyst Salesforce CRM / Licensing and Case Management

Duration: 6 months with extension Possible

Location: Remote, United States only. All access to State systems and data must be from within the Contiguous United States.

Role Summary

The Business Analyst will gather, analyze, document, and validate business and technical requirements for the Salesforce CRM solution. The role will work with OCM and ITS stakeholders to translate licensing, application processing, compliance, inspections, enforcement, hearings, complaints, and data management needs into clear functional and technical requirements.

Key Responsibilities:

• Conduct requirements gathering sessions with OCM and ITS stakeholders.
• Document business requirements, functional requirements, process flows, user stories, acceptance criteria, and traceability matrices.
• Translate business needs into technical specifications for Salesforce development teams.
• Support requirements for license lifecycle management, renewals, amendments, complaints, compliance, investigations, inspections, hearings, and reporting.
• Analyze existing workflows and recommend process improvements.
• Work with Salesforce architects and developers to clarify system behavior, data fields, workflows, automation, security, and portal requirements.
• Support creation and review of design documents, system documentation, user guides, and training materials.
• Participate in UAT planning, test scenario development, defect review, and requirements validation.
• Ensure all requirements are aligned with project deliverables and State acceptance criteria.
• Support change requests and impact analysis.

Required Qualifications

• 5+ years of business analysis experience.
• Experience in data management, process improvement, and requirements documentation.
• Experience working in regulated environments.
• Ability to write clear, concise, and complete reports, requirements, and program documents.
• Strong communication and facilitation skills.
• Ability to work with business users, technical teams, QA teams, and project leadership.

Preferred Qualifications

• Foundational understanding of Salesforce infrastructure, data models, objects, flows, automation limits, and security.
• Experience with Salesforce CRM, Experience Cloud portals, licensing systems, case management systems, or public-sector applications.
• Bachelor's degree in business, finance, information systems, or related field.

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