Lead IT Business Systems Analyst

Our client, Healthcare and Customer Service Technology is seeking a Lead IT Business Systems Analyst to join their team. As a Lead IT Business Systems Analyst, you will be part of the IT Business Systems team supporting Salesforce delivery and service operations. The ideal candidate will have a curious, investigative mindset, strong stakeholder communication skills, and a hands‑on approach to translating complex operational needs into scalable Salesforce solutions which will align successfully in the organization.

Job Title:

Lead IT Business Systems Analyst

Location:

Remote
Pay Range: $58.00 to $64.00 per hour

Lead discovery, requirements elicitation, and process analysis for Salesforce initiatives with a primary emphasis on Service Cloud and customer service operations. Facilitate workshops and interviews to uncover needs, pain points, dependencies, assumptions, and measurable outcomes—then translate them into clear epics, user stories, process flows, acceptance criteria, and business rules. Partner hands‑on with Salesforce administrators, developers, architects, QA, Dev Ops, and integration teams to ensure requirements are technically actionable, testable, scalable, and supportable.

Design end‑to‑end contact center and customer service workflows (intake, triage, routing, escalation, service-level management, agent productivity, quality, and resolution) and define reporting/dashboard requirements. Serve as the functional lead from discovery through implementation—supporting testing, user acceptance testing, defect triage, release planning, and post‑release stabilization.

• Bachelor's Degree (or equivalent relevant experience), preferably in Information Systems, Computer Science, Business, Healthcare Administration, or a related field.

• Extensive professional experience as a Senior Business Analyst, Lead Business Analyst, Product Analyst, or similar role supporting complex technology initiatives, including extensive hands‑on Salesforce experience.

• Demonstrated ability to understand and discuss Salesforce configuration, automation, security, data, integrations, and solution tradeoffs beyond a typical functional Business Analyst level.

• Strong understanding of Service Cloud (or comparable customer service/case‑management platforms), including intake, routing, escalation, service levels, agent workflows, and operational reporting.

• Experience leading requirements and process‑design activities across the full software delivery lifecycle using Agile practices (backlog refinement, user stories, acceptance criteria, UAT, and release support).

Opportunity to lead Salesforce business analysis and solution definition with a direct impact on customer service operations. Chance to work cross‑functionally with stakeholders, contact center leaders, product owners, administrators, developers, architects, QA, and Dev Ops teams. Ability to establish analysis standards, improve requirements quality, and mentor other analysts through delivery. Motivation to simplify processes, reduce technical debt, and improve data quality and user experience through platform design.

Support for a structured delivery approach from discovery through stabilization, with clear alignment to enterprise priorities.

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay