Lead Salesforce Business Analyst

Lead Business Analyst – CRM (Salesforce)

Location: 100% Remote (US)

Employment Type: 6-month Contract-to-Hire

Salary Range: $100k–$140k

The Lead Business Analyst (CRM) is responsible for driving the delivery of high-quality business and functional requirements for the Salesforce CRM platform, focusing on customer relationship management and call center integrations. This role leads requirements-elicitation sessions, translates business needs into clear specifications, and supports business case development. The Lead BA ensures CRM workflows are optimized for business needs and regulatory compliance.

• Serve as a subject matter expert in CRM operations, including call center integration, email-to-case functionality, and customer data management.
• Lead and facilitate requirements-gathering sessions with cross-functional stakeholders, including business, operational, and technical teams.
• Translate business needs into detailed technical and functional requirements for Salesforce CRM.
• Document business requirements, workflows, user stories, acceptance criteria, and data mappings.
• Analyze current-state CRM workflows and systems to identify gaps, inefficiencies, and improvement opportunities.
• Conduct root-cause analysis and propose solutions to CRM system issues.
• Support Salesforce platform configuration, troubleshooting, and optimization for CRM applications.
• Ensure system designs support CRM workflows and regulatory/quality mandates.
• Collaborate with Project Managers to define project scope, estimates, timelines, risks, and status communications.
• Coordinate activities across IT, business operations, and external vendors.
• Support change management, release planning, and production deployments.
• Lead development of training materials and sessions for CRM users and IT staff.
• Maintain strong end-user engagement throughout the design, development, testing, and deployment lifecycle.
• Comply with all IT security requirements and policies; safeguard system credentials and report security incidents.

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
• 10+ years of experience in business or systems analysis within IT development, with at least 3 years in CRM or call center environments.
• 3-5 years with Salesforce CRM and call center platforms (e.g., 8x8) strongly preferred.
• Exceptional requirements-elicitation, facilitation, communication, and documentation skills.
• Strong analytical, problem-solving, and mentoring capabilities.
• Familiarity with advanced IT concepts, LAN, security, and web technologies.
• Experience with client/server databases (SQL, DB2), reporting tools, and data models.
• Proficiency with Microsoft Office, Visio, SQL Server, SharePoint, and Agile/Scrum processes.
• Understanding of SDLC, change management, and software quality assurance practices.
• Ability to multitask, prioritize, and adapt to changing environments.
• High attention to detail and ability to manage multiple concurrent deadlines.

• Ability to run SQL statements against SQL databases.
• Experience with CRM/Contact Center integrations and external data connectors.