THE CAREER OPPORTUNITY
This is a hands-on Business Systems Analyst opportunity to become a critical partner between the business and IT, owning requirements gathering and driving the delivery of Salesforce and integrated-system enhancements that support Sales, Customer Support, Operations, Client Services, Product, and Marketing. The majority of your time will be spent meeting with business stakeholders, translating their requests into clear system requirements, and partnering with the team to determine feasibility, scope, and impact before a solution is built, tested, and deployed.
You will also provide second-tier support for Salesforce and integrated applications, but this is not a help desk role. Our team is not staffed or structured as one — ticket volume is intentionally low because most requests aren't simple break/fix, they require functional, back-end knowledge of how our systems are configured. Success here depends on that depth of expertise, not on the speed of resolving high volumes of tickets.
Our team supports enterprise business systems built primarily on Salesforce and its integrated applications, alongside our ERP, that power operational, financial, and customer-facing processes. We run an active annual roadmap of enhancement projects — the team completed the majority of its Q1 and Q2 2026 initiatives on schedule — and this role will be a core contributor to executing that roadmap. We value continuous improvement, accountability, and strong partnership between technology and the business.
KEY PERFORMANCE OBJECTIVES (FIRST 12 MONTHS)
Objective 1: Own Requirements Gathering & Drive Enhancement Delivery from Intake to Deployment (First 6 Months)
OUTCOME: Within the first 90 days, independently gather, document, and clarify requirements for incoming enhancement requests and represent them accurately to the Business Systems team. By six months, manage a caseload of 3-5 concurrent enhancement initiatives at varying stages with minimal rework due to unclear or incomplete requirements.
IMPACT: Keeps the team's enhancement roadmap moving efficiently and ensures the right solution is scoped correctly the first time, avoiding costly rebuild cycles.
HOW: Meet directly with requesting stakeholders to gather requirements; document them clearly for team review; participate in team discussions to assess feasibility, system impact, and sizing; support build efforts on lower-complexity items; develop and execute test scripts; partner with stakeholders through user acceptance testing (UAT) and sign-off.
Objective 2: Deliver Expert, Functional-Level Second-Tier Salesforce & System Support (Ongoing)
OUTCOME: Consistently resolve or accurately diagnose escalated Salesforce and integrated-system issues using functional, back-end configuration knowledge — beyond front-end or super-user-level troubleshooting. Recognize when a support issue is actually an enhancement opportunity and route it accordingly.
IMPACT: Builds trust in the Business Systems function; value is measured in depth and accuracy of resolution rather than ticket volume, which is intentionally low given the nature of the work.
HOW: Provide system-level troubleshooting for Salesforce (Sales and Service Cloud), Concur, and other integrated applications from a configuration and functionality standpoint; document resolutions and root causes clearly; escalate or convert issues into the requirements-gathering process when appropriate.
Objective 3: Support Continuous Improvement, Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)
OUTCOME: Over the first 12 months, contribute consistently to system improvement initiatives while supporting audits and governance standards with accuracy and reliability.
IMPACT: Keeps business systems scalable, compliant, and aligned with evolving business needs without introducing operational risk.
HOW: Assist with integrations, updates, and upgrades; participate in system audits and assessments; follow configuration standards; maintain accurate documentation across the enhancement lifecycle.
Objective 4: Partner Effectively Across a Small, Cross-Functional Team & Business Stakeholders (First 12 Months)
OUTCOME: Within one year, operate as a trusted requirements partner to business stakeholders and a reliable collaborator to the two Salesforce developers and fellow BSA on the team, escalating for broader stakeholder buy-in only when a change affects a shared or cross-departmental object.
IMPACT: Speeds resolution time, reduces rework for developers, and ensures cross-functional involvement (legal, finance, sales, marketing, support) only where it's truly needed rather than by default.
HOW: Communicate clearly with both technical and non-technical audiences; distinguish between self-contained changes and those requiring broader sign-off; maintain accurate, thorough documentation throughout the intake-build-test-deploy cycle.
WHAT YOU BRING
- Proven experience as a Business Systems Analyst (or similar) with functional, back-end configuration experience in Salesforce (Sales & Service Cloud) — not limited to front-end or super-user-level experience
- Strong requirements-gathering skills: ability to translate business problems into clear, actionable system requirements
- Experience partnering with developers to scope, size, and validate enhancement requests
- Experience developing test scripts and supporting user acceptance testing (UAT)
- Experience supporting Salesforce-integrated third-party applications such as Concur and Certinia
- Ability to manage multiple (3-5) concurrent enhancement initiatives at varying stages
- Clear, professional communication with both technical and non-technical business stakeholders
- Strong analytical, problem-solving, and documentation skills
- 5+ years of increasingly responsible experience in a Salesforce environment as a business systems analyst, functional consultant, or system administrator
- 3+ years directly supporting Salesforce-related projects such as integrations, updates, upgrades, and enhancement delivery
- Experience with support ticketing systems such as Zendesk, ServiceNow, or Jira is a plus, though this is not a high-volume help-desk role
- Salesforce Certified Platform Administrator (formerly Admin 201 Certification) preferred, ideally backed by hands-on functional experience rather than certification alone
PowerPlan is an EOE
Applicant and Candidate Privacy Notice
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.
