Lead Salesforce BA

Insight Global; Chicago (IL); On-site; USD 120,000 - 160,000; Full time

Job summary

Insight Global is seeking a Lead Business Analyst focused on Salesforce, with deep expertise in Service Cloud. You will partner with stakeholders, administrators, developers, QA, and DevOps to translate complex needs into scalable Salesforce solutions from discovery to stabilization.

You will mentor other analysts, establish analysis standards, and ensure solutions are secure, maintainable, and aligned with enterprise priorities.

Qualifications

• Extensive hands-on Salesforce experience beyond basic BA duties.
• Strong understanding of Service Cloud and case-management workflows.
• Proven ability to translate ambiguous problems into actionable requirements and acceptance criteria.
• Experience leading requirements and design activities across the full software delivery lifecycle.
• Ability to facilitate workshops with technical and nontechnical audiences.

Responsibilities

• Lead business analysis activities and translate operational needs into scalable Salesforce solutions.
• Partner with stakeholders, product owners, admins, developers, QA, and DevOps to support delivery from discovery through stabilization.
• Establish analysis standards, mentor other analysts, and improve process and requirements quality.
• Ensure solutions are usable, maintainable, secure, and aligned with enterprise priorities.

Skills

Salesforce experience

Service Cloud

Requirements gathering

Agile delivery

Stakeholder management

Workshop facilitation

Data analysis

Process mapping

Mentoring/leadership

Education

Salesforce Certified Administrator

Tools

Salesforce

Job description

Job Description

The Lead Business Analyst, Salesforce is a senior, hands-on role responsible for leading business analysis activities andtranslating complex operational needs into scalable Salesforce solutions, with a primary emphasis on Service Cloud. This rolecombines extensive business analysis experience with strong technical knowledge of the Salesforce platform and a curious,investigative mindset. The Lead BA partners directly with business stakeholders, contact center leaders, product owners,administrators, developers, architects, QA, and DevOps teams to understand business processes, clarify requirements, evaluatesolution options, and support delivery from discovery through stabilization. In addition to delivery, this role establishes analysisstandards, mentors other analysts, improves process and requirements quality, and helps ensure solutions are usable,maintainable, secure, and aligned with enterprise priorities.

Skills and Requirements

Experience - Extensive professional experience as a Senior Business Analyst, Lead Business Analyst, Product Analyst, orsimilar role supporting complex technology initiatives, with extensive hands-on Salesforce experience.

• Demonstrated ability to understand and discuss Salesforce configuration, automation, security, data, integrations, andsolution tradeoffs beyond the typical functional Business Analyst level.
• Strong understanding of Service Cloud or comparable customer service and case-management platforms, includingintake, routing, escalation, service levels, agent workflows, and operational reporting.
• Proven experience leading requirements and process-design activities across the full software delivery lifecycle.
• Proven ability to convert ambiguous business problems into clear, prioritized, technically actionable requirements andacceptance criteria.
• Curious mindset with a demonstrated ability to investigate root causes, ask effective questions, learn unfamiliarprocesses quickly, and validate assumptions with data and user feedback.
• Ability to evaluate proposed Salesforce solutions, identify technical or operational risks, and collaborate effectivelywith administrators, developers, architects, QA, DevOps, and integration teams.
• Experience facilitating workshops with technical and nontechnical audiences and communicating complex topics inclear business language.
• Strong analytical, process-mapping, documentation, troubleshooting, organizational, and stakeholder-managementskills.
• Experience with Agile delivery practices, backlog management, user stories, acceptance criteria, user acceptancetesting, and release support.
• Salesforce Certified Administrator.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].