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 needed
• Requirements Elicitation: Gathering and documenting detailed functional and non-functional requirements for new features, enhancements, and integrations
• Stakeholder Collaboration: Facilitating workshops with business users to understand their needs and challenges
• Process Improvement: Continuously evaluating existing systems and processes to recommend and implement improvements that increase efficiency and data quality
• Documentation: Creating and maintaining comprehensive documentation of processes, requirements, and system configurations
• Platform & Integration Management: Oversee system health and configurations, managing third-party integrations and troubleshooting complex technical issues to ensure operational stability
• Vendor Relations & Performance: Act as the liaison for external vendors to manage SLAs, coordinate technical updates, and align product roadmaps with business goals
• Technical Translation & Feasibility: Bridge the gap between business needs and technical constraints by assessing the feasibility of requests and translating them into system-ready configurations
• Handle confidential and sensitive strategic matters with the utmost discretion and integrity
• Demonstrate fair, ethical, and equitable business practices
• Learn eagerly, share knowledge appropriately, and improve continuously
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of belonging 
• Other relevant duties and responsibilities as assigned

Minimum Qualifications:

• Proficiency in gathering requirements, mapping business requests to technical capabilities, and process documentation
• Excels at communication and collaboration across multiple stakeholder priorities
• End-user experience with Salesforce, such as data analysis, Service Cloud, or NPSP
• Experience with Genesys or another enterprise-level contact center platform
• Proficiency in spoken and written English

Ideal Qualifications:

• Experience working contractor or vendor technical teams
• Experience with Salesforce administration and configuration
• Salesforce certification(s) such as Administrator or Platform App Builder
• Experience with Genesys implementation, configuration, or administration
• Experience 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 practices
• Knowledge of nonprofit fundraising and development 
• Highly skilled at learning technical systems and processes, and communicating technical requirements to non-technical stakeholders

Job Tags

Remote job, Full time, For contractors, Visa sponsorship, Work visa,

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