Salesforce Business Analyst

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Experience:

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Job Summary

We are looking for an experienced Salesforce Business Analyst with a strong understanding of Salesforce CRM and hands-on experience in the healthcare domain, particularly in patient services. The ideal candidate will work closely with business stakeholders, healthcare teams, and technical teams to understand business requirements, translate them into functional specifications, and support the delivery of Salesforce-based solutions that improve patient engagement and service operations.

Key Responsibilities

• Engage with business stakeholders, healthcare professionals, and patient services teams to gather, analyze, and document business requirements.
• Translate business needs into Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), user stories, and acceptance criteria.
• Analyze and document patient service workflows, including patient onboarding, enrollment, support programs, case management, and service requests.
• Work with Salesforce teams to define functional requirements for CRM enhancements, workflows, automation, reports, dashboards, and integrations.
• Collaborate with Salesforce developers, architects, QA teams, and project managers to ensure solutions meet business expectations.
• Conduct requirement workshops, stakeholder interviews, process mapping, and gap analysis.
• Support Salesforce configuration discussions involving objects, fields, record types, page layouts, validation rules, flows, and approval processes.
• Assist with User Acceptance Testing (UAT), including test scenario preparation, defect tracking, validation, and business sign-off.
• Ensure healthcare data privacy, security, and compliance requirements are considered in business processes and Salesforce solutions.
• Identify opportunities to improve patient experience, operational efficiency, data quality, and service delivery.
• Support change management, user training, release documentation, and post-implementation activities.

Required Skills and Qualifications

• 5+ years of experience as a Business Analyst, preferably working on Salesforce CRM implementations or enhancements.
• Strong hands-on experience in Salesforce business analysis, requirement gathering, process documentation, and stakeholder management.
• Experience in the healthcare domain, specifically patient services or patient support programs.
• Understanding of healthcare workflows such as patient enrollment, patient assistance programs, case management, patient engagement, and service operations.
• Familiarity with Salesforce capabilities such as Sales Cloud, Service Cloud, Health Cloud, or Experience Cloud.
• Experience writing user stories, acceptance criteria, process flows, functional specifications, and UAT test scenarios.
• Ability to perform gap analysis and translate business requirements into functional Salesforce solutions.
• Strong communication, analytical, problem-solving, and documentation skills.
• Experience working with Agile/Scrum teams and tools such as Jira and Confluence.