We’re more than a Managed Services Provider – we’re a transformation partner. We deliver strategic IT leadership and operational excellence to clients across industries and around the world, enabling them to innovate, scale, and transform with confidence. We thrive on solving complex challenges, accelerating growth, and making technology work harder for business. Our people are innovators, problem-solvers, and trusted advisors who care deeply about the clients we serve and the teams we work alongside.
Responsibilities
Position Overview
This is an exciting opportunity to work within one of the fastest-growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and the continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation into company-sponsored events and an invested culture of learning.
The Salesforce Business Analyst is responsible for bridging business needs and technology solutions by gathering, analyzing, and documenting requirements for Salesforce Service Cloud and Field Service Lightning initiatives. This role works closely with business stakeholders, product owners, administrators, developers, and quality assurance teams to ensure successful solution delivery aligned with organizational objectives.
Additionally, this role is responsible for facilitating Agile delivery processes, supporting solution validation activities, and ensuring business requirements are translated into scalable and effective Salesforce solutions.
Duties and Responsibilities
- Gather, analyze, and document business requirements through stakeholder interviews, workshops, and discovery sessions.
- Facilitate requirements gathering workshops and business process discussions with stakeholders and subject matter experts.
- Create and maintain user stories, business requirements, acceptance criteria, and functional documentation.
- Collaborate with business and technical teams to define solution requirements and support solution design activities.
- Manage product backlogs, prioritize requirements, and support backlog refinement activities.
- Participate in sprint planning, reviews, retrospectives, and other Agile ceremonies.
- Support User Acceptance Testing (UAT) activities and validate delivered solutions against business requirements.
- Assist stakeholders in defining business processes, workflows, and operational improvements.
- Collaborate with Salesforce administrators, developers, architects, and QA teams throughout the project lifecycle.
- Monitor project progress and communicate requirement changes, risks, and dependencies to stakeholders.
- Maintain accurate documentation of requirements, business processes, and solution decisions.
- Support change management, training, and user adoption initiatives.
- Identify opportunities for process improvements and increased business value through Salesforce capabilities.
- This job description is not designed to be a comprehensive list of duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
Education
- Bachelor’s degree in business administration, Information Technology, Computer Science, Engineering, or related field from an accredited college or university; or equivalent combination of education and experience.
- Salesforce certifications and Agile certifications are preferred.
Job-related Experience
- Customarily has 3–5 years of experience as a Business Analyst, Functional Analyst, or related role supporting Salesforce implementations.
- Has experience gathering and documenting business requirements, facilitating stakeholder workshops, creating user stories and acceptance criteria, managing product backlogs, supporting sprint planning and Agile delivery processes, conducting User Acceptance Testing (UAT), and collaborating with cross-functional teams within Salesforce Service Cloud and/or Field Service Lightning environments.
Job-related Skills and Attributes
- Synoptek core DNA behaviors
- Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
- OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
- Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
- Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
- Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
- Strong knowledge of Salesforce Service Cloud and/or Field Service Lightning.
- Experience working within Agile and Scrum delivery frameworks.
- Proficiency in requirements gathering, business process analysis, and solution documentation.
- Experience creating user stories, acceptance criteria, and functional specifications.
- Knowledge of sprint planning, backlog management, reviews, and retrospectives.
- Strong stakeholder management, facilitation, and communication skills.
- Experience supporting User Acceptance Testing (UAT) and solution validation activities.
- Strong analytical, problem-solving, and organizational skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Salesforce Administrator experience preferred.
Working Conditions
Work is primarily performed in an office, remote, or hybrid environment depending on business requirements. May require collaboration with global teams across multiple time zones. Ability to work extended hours or participate in after-hours support activities as needed to support project deliverables and operational requirements.
FLSA
Exempt
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.