Senior Business Systems Analyst | Salesforce

*Hybrid from Wolters Kluwer Waltham, MA office*

Wolters Kluwer Health organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

Join our team as a Senior Salesforce Business Analyst and help shape the future of our Salesforce ecosystem. You'll collaborate across departments to design scalable solutions, enhance platform capabilities, and drive user adoption—all while supporting integrated systems that power our business.

Responsibilities:

• Support, troubleshoot, and resolve issues reported for our Salesforce instances
• Provide maintenance on the Salesforce systems and others as needed
• Perform system administration and configuration within Salesforce
• Triage issues and escalate as needed by providing troubleshooting results and analysis
• Serve as the liaison between stakeholders from multiple internal departments and the technology team on prioritized backlog projects submitted by stakeholders
• Work with stakeholders, Product Owners, and Business Transformation Architects to understand business requirements and help construct a project backlog
• Gather, document, and analyze business requirements for enhancements or report requests using: interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, task and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconciling conflicts, decomposing high-level information into details and user stories, abstracting up from low-level information to a general understanding, and distinguishing user requests from the underlying true needs.
• Proactively communicate and collaborate with internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: business requirements, features, user stories, and groomed backlogs; functional specifications including use cases, screen and interface designs).
• Use techniques and tools to evaluate factors, prepare reports and specifications
• Work with Scrum team to define data and system workflows to support complete solutions
• Perform tasks in an Agile environment to complete user stories as assigned
• Collaborate with Product Owners, Developers, Solution Architects, stakeholders, and subject matter experts to evaluate different possible technical solutions to choose the option that works best for the company and all interested parties.
• Collaborate with Product Owners to prioritize backlogs for technical implementation, ensuring requirements are implemented in the final product
• Monitor quality of development output by getting input from stakeholders that conduct user acceptance testing (UAT) and the Quality Assurance (QA) team as they conduct end-to-end testing to ensure solution meets business objectives
• Collaborate with business and team resources on product deliverables implementation and release plan.
• Communicate updates back to stakeholders as support tickets and enhancements move forward
• Work closely with scrum teams in the implementation of system solutions, supporting configuration, development and testing as needed
• Provide user training as needed including the creation of documentation that provides users with processing instructions, training materials, and change communications.
• Manage and audit licenses and access for Salesforce instances
• Assist with business system regulatory, security, compliance, and audit efforts when needed

Qualifications:

• Bachelor’s degree in computer science, IT or related field
• 5+ years working in a Business Systems Analyst role or equivalent experience
• 5+ years working with Salesforce
• Knowledge of lead to cash workflows and reporting
• 5+ years working and communicating with business stakeholders at all levels
• 5+ years working with engineering teams in an Agile environment to define data and system workflows to support complete solutions
• 5+ years of experience with demonstrated success in business systems analysis or related area
• Experience with implementing functional configuration changes to Salesforce
• Experience as a System Administrator required
• Strong understanding of Salesforce.com best practices and functionality
• Proven track record to deliver work on time and on budget
• Self-starter ability to drive projects forward with limited oversight
• Strong understanding of business processes and how to leverage standard system capabilities to support them
• Knowledge of SQL and database design with the ability to write complex SQL queries
• Strong technical aptitude with aligning technology to business requirements
• Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements