Senior Business Analyst; Salesforce​/Fonteva)

Organization:

American Retirement Association (ARA)

Hybrid (On-site 3+ days/week), Arlington, VA

Full-Time | Exempt

CIO

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The American Retirement Association (ARA) empowers retirement professionals to help all Americans achieve a secure retirement. Through education, advocacy, and innovation, we support a broad community of practitioners and organizations across the retirement ecosystem.

ARA is looking for a Senior Business Analyst with deep Salesforce experience to sit at the intersection of business strategy and platform capability. This is not a requirements-gathering role. It is a role for someone who can lead discovery, produce documentation that drives decisions, and help ARA expand and support the intelligent automation we are building across Sales Cloud and Service Cloud.

We are also actively exploring AI-driven capabilities within Salesforce, including Einstein lead and opportunity scoring, intelligent case routing, AI-assisted response recommendations, and automated workflows. We need an experienced individual who has done this before and can help us do it well, both in terms of the technical requirements and the adoption work that makes it stick.

Equally important is how you document and communicate. You should be comfortable producing high-quality visual artifacts such as process flow diagrams, swim lane maps, logical decision trees, and current- and future-state comparisons that guide stakeholder discussions and anchor solution decisions.

Familiarity with Fonteva or association management systems is a plus and represents a natural growth path.

• Lead discovery sessions with stakeholders to understand objectives, pain points, and workflows, then translate those conversations into clear requirements, user stories, and process documentation
• Produce high-quality visual artifacts including process flow diagrams, swim lane workflows, logical decision maps, and current- and future-state comparisons that guide discussions and support solution decisions
• Write functional requirements, acceptance criteria, and configuration specifications that work for both business and technical audiences
• Encourage platform-aligned design and help stakeholders move away from legacy workarounds

• Support and expand AI-driven capabilities within Sales Cloud, including Einstein lead and opportunity scoring, predictive pipeline analytics, AI-assisted outreach, and automated sales workflows
• Work with sales and membership teams to identify high-value automation opportunities, define requirements, and help configure and validate AI features that improve conversion rates, staff efficiency, and pipeline visibility

• Support and expand AI-driven capabilities within Service Cloud, including Einstein case classification, intelligent routing, AI-generated response recommendations, knowledge article surfacing, and automated escalation workflows
• Collaborate with operations and member service teams to identify where AI can reduce manual effort, improve response consistency, and elevate service quality
• Document requirements, support configuration and testing, and help ensure AI features are adopted in ways that build staff trust and deliver measurable outcomes

• Identify and evaluate AI-enabled opportunities across the Salesforce platform, with a near-term focus on Sales Cloud and Service Cloud and a longer-term view toward Fonteva and adjacent systems
• Partner with IT and business leaders to define use cases, assess feasibility, and support responsible AI governance practices

• Build productive relationships across the organization and facilitate working sessions that surface real needs and align practical solutions
• Support training, communication, and adoption efforts to ensure new capabilities land well and are used effectively day to day

• Develop test scenarios, coordinate user acceptance testing, and validate that delivered capabilities meet business intent
• Support reporting and dashboard definition to ensure business teams have the insight they need
• Contribute to backlog grooming, sprint planning, and iterative delivery in an Agile or hybrid environment

• Learn ARA’s Salesforce environment, key business processes, and current AI initiatives
• Build relationships with stakeholders across sales, service, and operations
• Contribute to active requirements or documentation work

• Deliver clear, usable process documentation and visual workflow artifacts
• Contribute meaningfully to an AI automation initiative in Sales Cloud or Service Cloud
• Earn trust with business partners through…