Job Description

We are looking for a highly versatile and experienced Lead Business Systems Analyst to join our Enterprise Applications team. This role will primarily support Salesforce B2B2C E-commerce, Salesforce Service Cloud, and related enterprise applications used across E-commerce, Customer Service, and DCS business operations.

The ideal candidate is a strong business analyst and solution partner who can understand complex business problems, translate them into scalable technology solutions, and work across multiple systems, stakeholders, and delivery teams. This role requires someone who is not limited to a single platform but can quickly understand business processes, system capabilities, data flows, integrations, and operational dependencies.

This person will partner with business stakeholders, architects, developers, BSAs, and application owners to define requirements, shape solutions, manage delivery backlogs, and drive business value through process improvement, automation, analytics, and AI-enabled capabilities.

Key Responsibilities

• Act as a trusted partner to business stakeholders to understand, analyze, and solve complex business problems across E-commerce, Customer Service, and DCS operations.
• Lead business analysis and solution definition for Salesforce B2B2C e-commerce, Salesforce Service Cloud, and related enterprise applications.
• Work closely with business groups, senior stakeholders, application owners, architects, developers, and BSAs to define scalable and supportable solutions.
• Facilitate discovery sessions, workshops, process reviews, and solution discussions to align stakeholders on business needs, requirements, priorities, and implementation approach.
• Translate high-level business needs into clear functional requirements, user stories, acceptance criteria, process flows, data requirements, and system-level specifications.
• Support business processes related to e-commerce, customer support, case management, order management, customer/account data, reporting, and operational support.
• Lead the requirements lifecycle from discovery and analysis through design, development, testing, deployment, and post-release support.
• Own and maintain the delivery backlog, ensuring items are clearly defined, prioritized based on business value, and follow project management lifecycle.
• Partner with architects and technical teams to evaluate solution options, integration patterns, data impacts, technical feasibility, and long-term maintainability.
• Provide guidance to business users on platform capabilities, process optimization, best practices, and opportunities to simplify or standardize workflows
• Identify opportunities to improve operational efficiency through automation, analytics, and AI-enabled capabilities.
• Evaluate and help drive practical AI and automation use cases across platforms, including:
• Salesforce AI capabilities such as Agentforce, Data Cloud
• AI-assisted insights, recommendations, and workflow automation.
• Gong insights to improve sales effectiveness and customer interactions
• Tableau dashboards and analytics for business visibility and decision-making
• Automation tools such as Slack workflows or similar productivity solutions
• Collaborate with QA, business users, and delivery teams to support test planning, UAT, release readiness, user adoption, and hypercare activities.
• Communicate clearly and effectively with technical and non-technical audiences, including business users, senior stakeholders, developers, architects, and platform owners.

Qualifications & Experience

Required

• Bachelor’s degree in computer science, Information Systems, Business, Engineering, or a related field.
• 8+ years of experience as a Business Systems Analyst, Functional Analyst, Product Analyst, or similar role in an enterprise applications environment.
• Strong hands-on experience working with Salesforce applications, especially:
• Salesforce Commerce Cloud, including B2B, B2C, or B2B2C commerce models
• Salesforce Service Cloud
• Salesforce Sales Cloud
• Strong understanding of e-commerce, customer service, case management, customer/account data, and order management business processes.
• Experience writing functional requirements, user stories, acceptance criteria, business process flows, data mapping documents, and system interaction documentation.
• Experience working with cross-functional delivery teams, including business stakeholders, architects, developers, QA teams, product owners, and application support teams.
• Exposure to enterprise integration concepts and patterns, including REST APIs, SOAP APIs, middleware, data synchronization, and cross-system dependencies.
• Ability to analyze complex business problems and recommend scalable, practical, and maintainable solutions.
• Strong communication, facilitation, collaboration, and stakeholder-management skills.
• Experience managing and prioritizing delivery backlogs using Jira, Confluence, or similar tools.
• Familiarity with ITSM concepts, operational support processes, incident management, change management, and service delivery practices.

Preferred

• Experience with Salesforce Agentforce, Data Cloud, or other Salesforce AI capabilities.
• Experience identifying or enabling AI, automation, analytics, or productivity use cases in enterprise business applications.
• Exposure to Gong or similar sales intelligence/customer interaction platforms.
• Experience with Tableau dashboards, reporting, and business analytics.
• Familiarity with Slack workflows, automation tools, or enterprise productivity platforms.
• Experience working in a complex enterprise application ecosystem involving Salesforce, SAP/order management systems, customer support tools, reporting platforms, and integration layers.
• Experience supporting global business teams and working with distributed delivery teams.