Responsibilities

The Lead Business Systems Analyst will serve as a subject matter expert (SME) on Salesforce Experience Cloud, collaborating with business stakeholders to understand requirements and translate them into scalable solutions. They will lead requirements gathering, process mapping, and solution design sessions for Experience Cloud initiatives, mapping and documenting end-to-end processes using Universal Process Notation (UPN). The role involves analyzing and documenting current and future-state business processes, data flows, and user journeys, working closely with Enterprise Architect, Salesforce architect, developers, and admins to ensure functional specifications are accurately implemented. They will design user-centric portals and communities with a focus on usability, accessibility, and performance, defining and managing Business requirement documents (BRD), Functional Design Documents (FDD), user stories, acceptance criteria, test cases, and UAT plans. The Lead BSA will partner with cross-functional teams (Customer Care, Marketing, IT) to drive adoption, training, and continuous improvement, ensuring data integrity, security, and compliance standards are met in Experience Cloud implementations, and staying up to date with Salesforce releases and new Experience Cloud features.