Job Description
Role: Business Analyst
Location: This role will be remote in the continental United States, Alaska, or Hawaii
Reports to: Sr Salesforce Manager
Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role.
Classification: Exempt Full Time
Union Role? No
Starting Salary Range: $100,000-110,000
Summary:
This role will serve as the critical link between business stakeholders and technology teams across Salesforce, Contact Center, web application, and custom development. Key responsibilities include comprehensive business process mapping to identify opportunities for optimization and efficiency, and identification of areas for improvement in existing platforms and processes. The analyst will be responsible for requirements elicitation, meticulously gathering and documenting detailed functional and non-functional requirements for new features and system enhancements. They will act as a critical collaborator, facilitating communication between business stakeholders and technical implementers, translating business needs into actionable technical solutions. Additionally, this role supports system implementation readiness, User Acceptance Testing (UAT), and maintains robust documentation of processes and system configurations to ensure successful project delivery and maximize the organization's investment in technology platforms.
Roles and Responsibilities:
Business Process Mapping: Working with various business verticals to map existing processes and identify areas for optimization, including processes relating to executive operations, organizational performance, and other confidential strategic projects where neededRequirements Elicitation: Gathering and documenting detailed functional and non-functional requirements for new features, enhancements, and integrationsStakeholder Collaboration: Facilitating workshops with business users to understand their needs and challengesProcess Improvement: Continuously evaluating existing systems and processes to recommend and implement improvements that increase efficiency and data qualityDocumentation: Creating and maintaining comprehensive documentation of processes, requirements, and system configurationsPlatform & Integration Management: Oversee system health and configurations, managing third-party integrations and troubleshooting complex technical issues to ensure operational stabilityVendor Relations & Performance: Act as the liaison for external vendors to manage SLAs, coordinate technical updates, and align product roadmaps with business goalsTechnical Translation & Feasibility: Bridge the gap between business needs and technical constraints by assessing the feasibility of requests and translating them into system-ready configurationsHandle confidential and sensitive strategic matters with the utmost discretion and integrityDemonstrate fair, ethical, and equitable business practicesLearn eagerly, share knowledge appropriately, and improve continuouslyDemonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelinesWork, communicate, and collaborate effectively with othersDemonstrate attention to detail and accuracy in all workDemonstrate a commitment to fostering and maintaining an environment of belonging Other relevant duties and responsibilities as assignedMinimum Qualifications:
Proficiency in gathering requirements, mapping business requests to technical capabilities, and process documentationExcels at communication and collaboration across multiple stakeholder prioritiesEnd-user experience with Salesforce, such as data analysis, Service Cloud, or NPSPExperience with Genesys or another enterprise-level contact center platformProficiency in spoken and written EnglishIdeal Qualifications:
Experience working contractor or vendor technical teamsExperience with Salesforce administration and configurationSalesforce certification(s) such as Administrator or Platform App BuilderExperience with Genesys implementation, configuration, or administrationExperience with community building platforms (eg Invision) and trust & safety platforms (eg ActiveFence)Familiarity with Contact Center operations, metrics (e.g., AHT, FCR, CSAT), and best practicesKnowledge of nonprofit fundraising and development Highly skilled at learning technical systems and processes, and communicating technical requirements to non-technical stakeholders