NextGenPros Inc ยท 22 hours ago
Salesforce Business Analyst
Boston, MA
Contract
Hybrid
Senior Level
6+ years expNextGenPros Inc is seeking a Salesforce Business Analyst who will play a critical role in translating business needs into scalable, efficient solutions across the Salesforce ecosystem. The analyst will collaborate with business stakeholders and technical teams to leverage Salesforce capabilities for operational efficiency and improved customer experience.
Hiring Manager
Priyanshu Agarwaal
Responsibilities
Conduct requirements gathering workshops, stakeholder interviews, and journey mapping to define business needs and user stories
Perform process mapping (as is/to be), identifying gaps, dependencies, and opportunities for optimization
Translate business goals into epics, detailed user stories, and acceptance criteria, maintaining full traceability across requirements and testing
Configure the Salesforce environment as needed, including objects, workflows, validation rules, page layouts, and user profiles
Collaborate with technical teams to ensure alignment with Salesforce architectural best practices, scalability, and compliance guidelines
Support Salesforce governance processes including release planning, sprint planning, and stakeholder alignment
Analyze and refine customer service processes, case management workflows, knowledge management, and omni-channel routing
Ensure Salesforce Service Cloud capabilities are fully utilized to support operational efficiency and customer experience transformation
Work with Service Cloud teams on KPIs such as CSAT, AHT, and routing accuracy
Support functional analysis and process definition for Agentforce implementations, including agent workflows, conversation journeys, and escalation paths
Partner with Agentforce developers to validate requirements for case handling, routing, agent assist capabilities, and persona specific workflows
Support mapping of Salesforce objects and data models to business use cases and external data sources
Participate in integration and data flow discussions across Data Cloud, Snowflake, and other data platforms
Assist with segmentation, identity resolution, and data activation use cases involving Data Cloud
Prepare UAT test plans, test cases, and scripts; coordinate UAT with business teams and ensure smooth sign off
Assist development teams during unit and system testing to validate that build artifacts align with documented requirements
Qualification
Required
6+ years of experience as a Salesforce Business Analyst or similar role
Strong understanding of Salesforce data models, platform capabilities, workflows, and declarative tools
Hands-on expertise in Service Cloud (case management, omni-channel, knowledge)
Experience supporting or working with Agentforce (agent workflows, guided experiences, AI powered agent assist)
Working knowledge of Salesforce Data Cloud, including data modeling, identity resolution, and activation use cases
Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs
Experience coordinating UAT, test readiness, and cross-functional alignment
Excellent communication skills with the ability to interface with business and technical stakeholders
Preferred
Salesforce Administrator or Business Analyst certification
Good exposure to financial services or insurance domain
Exposure to Salesforce integrations (APIs, Mulesoft, Informatica)
Experience with AI powered Salesforce capabilities (Einstein, Agent Assist)
Experience in Agile environments with tools like Jira or Azure DevOps
Company
NextGenPros Inc
NextGenPros is an IT consulting company.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase