Salesforce Business Analyst

Job Family

SAAS/PAAS/Cloud Consulting, Software Development & Support

Up to 25%

None

Break/Fix (Production Support)

• Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
• Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
• Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
• Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
• Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
• Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.

Enhancements (Backlog Support)

• Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
• Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
• Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
• Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
• Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.

Production Stability and Governance

• Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
• Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
• Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.

• Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)
• Minimum of 3 years of professional experience
• U.S. Citizenship is contractually required.
• Ability to commute to or work from the San Antonio Guidehouse office.
• Ability to undergo a Guidehouse background check as part of the onboarding process
• Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).

• Experience with declarative automation such as Flow, validation rules, and approval processes.
• Strong analytical skills for data review, reporting, and issue analysis.
• Demonstrated experience working in break/fix or managed services environments, including ticket‑based support.
• Ability to clearly document business processes, requirements, and functional designs.
• Strong communication skills with the ability to translate between technical and non‑technical audiences.
• Experience supporting public‑sector Salesforce implementations or regulated environments.
• Familiarity with Salesforce integrations and the ability to analyze integration‑related issues (no development required).
• Salesforce Business Analyst, Administrator, or Advanced Administrator certification.
• Experience working in Agile or hybrid‑Agile delivery models.
• Prior experience supporting government clients, audits, or compliance‑driven programs.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Shor…