Salesforce Business Analyst working in Sales Excellence team to maximize Salesforce CRM value. Supporting operational efficiency and customer experience at Bupa across UK Insurance and Health Services.
About the role
- Salesforce O&M Business Analyst in ICF's Digital Modernization Division overseeing the Salesforce ecosystem. Supporting ongoing stability, usability, and optimization of Salesforce with strong stakeholder collaboration.
Responsibilities
- Serve as the primary liaison for Salesforce production support, enhancements, and issue resolution
- Conduct root‑cause analysis for defects, system errors, or unexpected behavior
- Maintain system documentation, business process flows, and functional requirements
- Partner with technical teams to ensure platform reliability and continuous improvement
- Track and manage incident queues, enhancement requests, and backlog items
- Engage business stakeholders to understand current-state processes, pain points, and future needs
- Facilitate workshops, interviews, and requirement sessions
- Translate business requirements into clear, detailed user stories and acceptance criteria
- Partner with Salesforce developers, architects, and admins to deliver scalable solutions
- Monitor impacts of platform releases and ensure readiness for new functionality
- Build strong relationships with product owners, business leaders, and cross-functional teams
Requirements
- U.S. Citizenship required due to federal contract requirements
- Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
- Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years.
- Ability to obtain and maintain a Public Trust clearance
- BS/BA in related field (Business Administration/Management, Computer Science, or Software Engineering preferred)
- At least 3 years of experience supporting Salesforce projects
- At least one active Salesforce certification (certified administrator or higher)
Benefits
- Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
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