Sr. Business Analyst, CRM Technologies

Job Summary

We are seeking a highly skilled and experienced Senior Business Analyst specializing in  and CRM technologies. In this role, you will serve as the strategic bridge between our business units in Sales/Marketing/Customer Service and our technical development teams. You will be responsible for leading the gathering of business requirements, designing scalable CRM processes, and overseeing the delivery of high-impact Salesforce solutions.

• Lead workshops and interviews with stakeholders to discover, analyze, map, and document business requirements, user stories, and process flows.
• Translate business needs into technical requirements in partnership with Salesforce Architects and Developers to design scalable solutions that leverage Salesforce best practices.
• Own and prioritize the CRM product backlog, writing clear, concise user stories with well-defined acceptance criteria using Agile methodologies (Jira).
• Evaluate existing sales, marketing, and service workflows to identify bottlenecks and implement automation (via Flows, Apex, LWC, etc.) to increase operational efficiency.
• Define and implement data integrity standards within the CRM, and design advanced reports, dashboards, and analytics to provide actionable insights to executive leadership.
• Lead the user acceptance testing process, create test scripts, and coordinate with business testers; develop training materials and conduct enablement sessions for end‑users to drive adoption.
• Self‑manage own time and workload to focus on high‑value activities without external interference.

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field.
• 5+ years of Business Analyst experience, with a minimum of 3+ years dedicated to the  platform.
• Deep functional understanding of Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Data 360, and Experience Cloud.
• Strong understanding of configuration concepts (Flows, validation rules, custom objects, page layouts, security/sharing models).
• Proficiency in business process mapping tools (e.g., Lucidchart, Visio).
• Solid understanding of Agile/Scrum frameworks.

• Salesforce Certified Administrator
• Salesforce Certified Business Analyst
• Salesforce Certified Sales Cloud Service Cloud Consultant
• PMI-PBA or CBAP certification

• Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strong analytical thinking, problem‑solving capabilities, and attention to detail.
• Ability to manage multiple competing priorities in a fast‑paced environment.
• Consistent adherence to process in an organic manner.

The Ritz‑Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.