Product Analyst - Salesforce

Base pay range

$85,000.00/yr - $/yr

The Product Analyst will serve as the frontline support partner for Salesforce product management. This role will own day-to-day escalated ticket triage, user support, requirements gathering for enhancements, UAT coordination, and documentation, while ensuring timely, high-quality communication with both business stakeholders and development teams.

• Review, categorize, and route incoming Salesforce tickets not resolved by the Service Desk.
• Provide frontline analysis, troubleshooting, and administrative fixes (permissions, list views, data adjustments).
• Serve as liaison between end users and technical teams, ensuring clear communication and timely resolution.
• Maintain accurate documentation of issues and their resolution for knowledge management.

• Gather clarifications from business users on minor enhancement requests and break/fix issues.
• Document light requirements and acceptance criteria for minor enhancements and tweaks.
• Support backlog refinement by ensuring requirements are properly detailed before sprint planning.
• Assist in identifying recurring issues and trends to inform training and product improvement.

• Support developers with detailed clarifications to reduce bottlenecks during build.
• Facilitate communication between business stakeholders, the Product Owner, and IT leadership.
• Assist with UAT coordination and Go-Live activities for new features, including demos and end-user support.

• Identify recurring issues that indicate knowledge gaps; collaborate with Service Desk on training.
• Develop and maintain reference materials, FAQs, and documentation to improve self-service and reduce ticket volume.

• 2-4+ years in a Business Analyst, Product Analyst, Salesforce support role or commensurate experience.
• Experience with Salesforce CRM.
• Strong skills in requirements documentation, process mapping, and stakeholder communication.
• Demonstrated ability to triage tickets, manage competing priorities, and balance tactical with analytical work.
• Comfortable working in Agile/Scrum environments.

• Salesforce Admin Certification.
• Knowledge of the Veteran Disability Claims process a plus.
• Salesforce Administrator certification (or progress toward certification) a plus.
• Experience in healthcare, insurance, or regulated industries.
• Familiarity with Jira, Confluence, SharePoint or other backlog/ticketing tools.

• Excellent communication and problem-solving skills.
• Strong organizational skills with attention to detail.
• Service-oriented mindset with empathy for end users and veterans.
• Ability to translate business needs into clear technical requirements.
• Proactive, resourceful, and able to thrive in a fast-paced environment.

Comprehensive Benefits Package

• Competitive salary: $85,000-$100,000 Salary Depending on Experience
• Health, dental, and vision insurance with Company-sponsored Life Insurance
• Retirement savings plan with company match
• Vacation time off, sick time off, and holidays

Work-Life Balance

• Flexible work schedules
• Remote first environment with company-wide conferences annually
• Employee assistance program for personal and family well-being

Perks and Rewards

• Employee discounts on products and services through Insperity
• Recognition programs for outstanding performance
• Company-sponsored social events and activities

Mid-Senior level

Full-time

Other

IT Services and IT Consulting

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