Business Analyst II – Business Service Center (U.S.)
Fully Remote (U.S.) – East Coast Hours Required
Overview
We are seeking a
Business Analyst II
to support large‑scale middle‑ and back‑office transformation initiatives within a shared services environment. This role plays a critical part in
optimizing Salesforce‑based workflows
, stabilizing enterprise processes during systems modernization, and supporting teams through periods of operational change.
The Business Analyst II will partner closely with business stakeholders and technical teams to
identify inefficiencies, automate manual processes, enhance system adoption, and ensure business continuity
across evolving service operations.
This position is
fully remote
and requires availability during
U.S. East Coast business hours
.
Position Summary In this role, you will gather, analyze, and document complex business requirements and translate them into scalable system and process improvements. A significant focus of this position is
Salesforce optimization
, including workflow automation, case management, onboarding of new business teams, and end‑user enablement.
The environment is dynamic and transformation‑driven, requiring strong analytical thinking, adaptability, and the ability to manage multiple initiatives simultaneously while supporting both short‑term stabilization and long‑term operational improvements.
Key Responsibilities
Business Analysis & Process Optimization
• Gather, analyze, and document complex business requirements and translate them into clear, actionable functional specifications
• Lead discovery sessions to understand current‑state processes, identify inefficiencies, and design future‑state workflows
• Create system models, process flows, charts, tables, and diagrams to explain requirements and desired outcomes
• Conduct gap analysis and recommend cost‑effective, scalable solutions that reduce manual effort and improve operational efficiency
• Partner with cross‑functional teams (operations, HR, finance, service teams) to ensure solutions align with business goals
Salesforce Platform Enablement & Optimization
• Onboard new business teams to Salesforce and support ongoing platform adoption
• Customize Salesforce to meet evolving middle‑ and back‑office needs, including objects, fields, page layouts, and validation rules
• Design and implement
Salesforce automation
using
Flows, Process Builder, and Apex‑supported logic
to streamline workflows and case management
• Optimize Salesforce‑based service request and case workflows to improve visibility, turnaround time, and data quality
• Build and maintain Salesforce reports, dashboards, and data visualizations to support leadership decision‑making
Testing, Documentation & Adoption
• Develop manual and automated test scripts for system enhancements
• Manage the full testing lifecycle, including UAT planning, execution, defect tracking, and business sign‑off
• Produce and maintain clear end‑user documentation, process guides, and training materials
• Support change management and user adoption through walkthroughs, documentation, and knowledge transfer
Cross‑Application & Operational Support
• Analyze, test, and manage enhancements that span multiple systems and applications
• Coordinate with developers and end users to ensure requirements and enhancements are delivered successfully
• Investigate reported user issues, evaluate alternative solutions, and recommend improvements aligned with operational needs
• Support special projects related to service transformation, system rollouts, and contingency planning as needed
Qualifications
• Bachelor’s degree in Information Systems or equivalent practical experience
• 4+ years of experience
in business analysis, including process flows and support of new system design
• Strong ability to convert business processes into technical and functional solutions
• In‑depth understanding of enterprise systems and shared service operations
• Experience working in transformation or change‑driven environments preferred
Required Skills & Tools
• Salesforce experience strongly preferred
, including workflow automation and reporting
• Jira, Confluence, SharePoint, Visio or similar documentation tools
• Experience with UAT coordination, test case development, and defect management
• Proficiency with