Salesforce Business Analyst

Alithya; Montreal (administrative region); On-site; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible work options

Unlimited vacation

24/7 virtual healthcare

Wellness portal and resources

Access to online courses and certs

Tuition reimbursement

Job summary

Alithya is seeking a Salesforce Business Analyst to analyze, transform, and optimize business processes using Salesforce. You will liaise between business stakeholders and IT, gather requirements, and translate them into Salesforce solutions across multiple teams and regions.

You will participate in workshops, document processes, define KPIs, and support large-scale Salesforce deployments while collaborating with vendors and partners in an Agile setting.

Qualifications

• Strong experience leveraging Salesforce to drive business process transformation.
• Experience in regulated industries including financial services and compliance.
• Proficient with Salesforce Clouds (Sales, Service, Marketing, Financial Services Cloud).
• Strong understanding of business processes across sales, customer service, and onboarding.
• Knowledge of contact centre operations and client-centric CRM approaches.
• Proficient English for daily collaboration with teams outside Quebec.

Responsibilities

• Gather, analyze, and challenge business requirements with key stakeholders.
• Facilitate discovery workshops to understand challenges, processes, and objectives.
• Document business processes, functional requirements, and use cases.
• Translate business needs into functional Salesforce solutions.
• Define KPIs to measure and track business value.
• Support large-scale Salesforce implementations across multiple orgs, countries, and teams.
• Assist integration of Salesforce within complex IT environments.
• Map current-state and future-state processes; drive BPM/BPA improvements using Salesforce, Pega, or other tools.
• Collaborate with executives, internal and offshore teams, Salesforce vendors, and partners in Agile delivery.

Skills

Salesforce

Business Analysis

Stakeholder Management

Regulated Industries Knowledge

CRM Strategy

Tools

Sales Cloud

Service Cloud

Marketing Cloud

Financial Services Cloud

Pega

Job description

As a Salesforce Business Analyst, you’ll play a key role in analyzing, transforming, and optimizing business processes through the Salesforce platform. You’ll act as a strategic liaison between business stakeholders and IT teams, helping ensure Salesforce solutions meet business needs, regulatory requirements, and organizational objectives.

Gather, analyze, and challenge business requirements with key stakeholders;

Facilitate discovery workshops to gain a thorough understanding of business challenges, processes, and objectives;

Document business processes, functional requirements, and use cases;

Translate business needs into functional requirements and appropriate Salesforce solutions;

Participate in defining key performance indicators (KPIs) to measure and track business value;

Contribute to complex, large-scale Salesforce implementations involving multiple organizations, countries, and teams;

Support the integration of Salesforce within complex IT environments;

Leverage Salesforce as a strategic platform for business process transformation;

Map current-state and future-state business processes, participate in process optimization, reengineering, and automation initiatives (BPM/BPA) using Salesforce, Pega, or other workflow solutions;

Contribute to discovery, strategy, assessment, and roadmap activities while supporting organizational change management and alignment between business strategy, IT direction, and CRM vision, and apply Six Sigma principles;

Collaborate with executive stakeholders, internal teams, offshore teams, Salesforce vendors, and partners to support the delivery of multiple complex projects within Agile and iterative delivery frameworks.

Keys to your success

Strong experience leveraging Salesforce to drive business process transformation;

Experience working in regulated industries, including financial services (banking, wealth management, insurance, retirement services), compliance (KYC, AML), risk management, and fraud and disputes;

Proficiency with Salesforce Clouds, including Sales Cloud, Service Cloud, Marketing Cloud / Campaign Management, and Financial Services Cloud;

Strong understanding of business processes across sales, customer service; and client onboarding;

Good understanding of contact centre operations and customer service environments;

Client-centric CRM approach.

Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate on a daily basis with employees and managers outside of Quebec.

Our mission, your future

As a global network of trusted advisors, we create cutting-edge technological solutions to overcome today’s challenges and anticipate tomorrow’s needs. It all starts with the collaboration of a diverse team of passionate innovators, each driven to make a difference. Together, we challenge the status quo and push each other to new heights.

Ready to leave your mark on engaging mandates and shape the future through digital transformation and strategic consulting? Take your ambitions to the next level and discover your next exciting challenge with us!

Our offer

Balance that works for you: Work-life balance helps us stay at our best. With flexible work options and our Unlimited Vacation Plan, you can rest and recharge when you need it most.

Support for your well-being: Our benefits are designed with optimal health and wellness in mind. You’ll have access to 24/7 virtual healthcare, as well as an extensive wellness portal that provides tools and resources to support your physical, mental, emotional and financial well-being.

Continuous growth and learning: Through partnerships with world-renowned education leaders, we provide access to thousands of top-rated online courses and certifications. With exclusive leadership programs and a tuition reimbursement program for external training, we set you up to achieve your ambitions.

Our commitments

Equal employment opportunity : Alithya is committed to providing an inclusive workplace through the implementation of an equal employment opportunity program. We encourage women, Indigenous peoples, visible and ethnic minorities, and persons with disabilities to apply.

An inclusive path to success: Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations , we welcome you to contact us. For more information, please visit our accessibility page:https://www.alithya.com/en/accessibility .

Join our talent community Exciting opportunities are always on the horizon.