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CriticalRiver Inc. · 4 days ago

Senior Salesforce Business Analyst

United States

Contract

Remote

Senior Level

6+ years exp

CriticalRiver Inc. is seeking a Senior Salesforce Business Analyst to join their fast-growing Go-to Market Systems team. The role involves understanding and documenting business requirements, working with developers to create functional specifications, and leading discovery sessions with stakeholders to improve Salesforce Community functionality.

AnalyticsConsultingInformation ServicesInformation TechnologySoftware

Growth Opportunities

H1B Sponsor Likely

Hiring Manager

Sai Kiran ☁

Responsibilities

Responsible for business requirement understanding, Writing JIRA User Stories, Sprint planning, backlog grooming, and working with the development team for planning and solutioning

Work closely with other teams to understand current and future requirements; suggest solutions and alternatives - transform business processes through technology. This person will be hands-on and will need to be an expert in the Salesforce Community platform

Facilitate design, implementation, maintenance and enhancement of the SFDC Community application as well as other declarative parts of the Salesforce platform

Develop and configure Salesforce Gainsight solutions, including customer health scoring, success plans, journey orchestration, lifecycle management, and reporting to enable proactive customer success initiatives

Implement AI-driven automation and intelligence using Salesforce Einstein, predictive case routing, sentiment analysis, intelligent recommendations, and automated workflows to improve service efficiency and customer experience

Partner with business domain leaders to create a robust Enterprise Application roadmap. Ensure this roadmap is well understood throughout the business functions and meet emerging requirements. Take the abstract of this roadmap down to threads of executional framework

Collaborate with other Business Systems Analyst and Product Managers in both the US and offshore locations to drive the work

Support existing Partner community solutions (and related applications), working on production support, trouble-shooting issues, and implementing small to large enhancements

Deliver Salesforce platform updates as a key member responsible for the design, development and release of strategic projects

Specify implementation of standards, methods, and procedures for inspecting, testing, and evaluating the precision and reliability of applications and software

Ensure Application Development initiatives and projects are well managed and deliver on expectations - functionality, timeliness, and cost

Able to foster a culture of transparency and a sense of purpose among the team, and create clear accountabilities and metrics

Qualification

Salesforce CommunitySalesforce GainsightAI-driven automationAgile methodologiesSalesforce.com suiteCustomer Success metricsPrioritizationTechnical communicationLeadershipOwnership

Required

6+ years of IT experience with a Bachelor's degree in Computer Science, MIS, Computer Engineering or equivalent technical degree

3+ years of experience as a business analyst/product manager supporting Salesforce Community platform

Deep understanding of the Salesforce.com product suite including Sales Cloud, Service Cloud, FSL, Community Cloud, and the AppExchange

Hands-on experience with Salesforce Gainsight, including configuration, data modeling, rules engine, success plans, and reporting (or strong experience integrating Gainsight with Salesforce)

Knowledge of Customer Success metrics (Health Score, NPS, CSAT, Renewal Risk)

Experience implementing AI-powered automation within Salesforce using Einstein AI, predictive insights, and intelligent workflows

Experience with Einstein Bots, Digital Engagement, and AI-driven service analytics

Managing application development at scale, employing SDLC methodologies including Agile, Scrum, and DevOps

Skilled at setting and communicating priorities effectively; able to manage multiple tasks and priorities

Exceptional ability to lead change using positive and collaborative methods

Strong communication skills in writing, speaking, and presenting

Able to communicate technical or complex subject matter in business terms

Accepts ownership and welcomes responsibility

Company

CriticalRiver Inc.

Founded in 2014

Pleasanton, California, USA

501-1000 employees

https://www.criticalriver.com/

H1B Sponsorship

CriticalRiver Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (26)

2024 (21)

2023 (15)

2022 (12)

2021 (12)

2020 (27)