Salesforce Business Analyst

fusionSpan is a dynamic hybrid and remote work environment that prioritizes innovation, trust, and community in everything we do. We are a team of highly-committed individuals inspired by technology's impact on society, and we recognize our work's role in the well-being of our nonprofit clients and the communities they serve. As an AI-first organization, we keep our eyes tuned to the horizon, finding new ways to leverage cutting-edge technologies in ways that drive improvements in operational efficiency and impact, both for our clients and for our internal team. This means every fusionSpan employee has the opportunity to develop genuine AI skills - learning by doing, on real work that matters. This is a long-term contract role and can be an hourly or a monthly fixed-price contract. You will be working remotely with US-based team members and clients. We would want some flexibility with hours, so a typical day would end at 7 pm local time. A Salesforce Business Analyst in the Innovation Lab works independently to analyze business needs, craft product solutions, and support live products across all fusionSpan accelerators, including fusionCore. They are creative problem solvers with a hunger for deepening their understanding of both business operations and technical platforms. They are self-starters and self-educators who recognize knowledge gaps and proactively close them. This role blends product analysis, technical depth, and ownership of product support. The Salesforce BA ensures that product requirements are clear, solutions are well understood, and customer questions and issues are translated into meaningful product improvements. They operate at the intersection of business, product, and technology, partnering closely with the Director of Customer Innovation, the Product Delivery Lead, the Architects, and the Engineering teams. Responsibilities Conduct comprehensive business and technical analysis across all Innovation Lab products, including fusionCore and all accelerators. Translate approved product direction into clear functional and technical requirements by analyzing customer workflows, business rules, and system behavior. Support product build efforts by clarifying requirements, answering questions during development and testing, and validating completed work. Serve as a primary owner for Product Support inquiries, performing root-cause analysis across configurations, data, and system behavior to diagnose and resolve product issues. Identify recurring support patterns and usage gaps, translating them into actionable recommendations for product enhancements. Create and maintain product documentation, including functional specifications, configuration notes, FAQs, and knowledge base content. Collaborate with Architects and Engineering to validate feasibility, dependencies, and solution approaches. Provide training and guidance to internal teams and customers on product functionality and best practices. Facilitate communication across cross-functional teams, participating in refinement sessions, stand-ups, and other Agile ceremonies as needed. Engage in integration and solution-design discussions for complex features, working with technical teams to devise scalable approaches. Uphold Innovation Lab standards for analysis, documentation, and support across all accelerators. Coordinate with data and reporting resources to define and validate data requirements. Provide insights and recommendations to product leadership based on customer feedback, support trends, and product usage. Required Qualifications: 3+ years of experience in a Business Analyst or Technical BA role within a SaaS, consulting, or enterprise technology environment. 3+ years of experience supporting technology or platform implementation projects. Demonstrated ability to independently lead requirements gathering and solution definition. Proven success crafting clear, scalable product solutions. Hands-on experience with Salesforce implementations or administration, with a focus on product development or large-scale enterprise implementations. Advanced knowledge of Flows, Permission Sets, and Data Modeling. Deep understanding of the Software Development Life Cycle in an Agile environment using Jira and Confluence. Experience assessing UI for readability and usability. Experience performing administrative tasks, including custom object creation, flows, data migration, SOQL queries, report generation, dashboard creation, platform maintenance, and installing managed packages. Strong analytical, documentation, and communication skills. Demonstrated ability to perform gap analysis between out-of-the-box Salesforce functionality and custom product requirements. Experience partnering with designers to ensure functional requirements align with the Salesforce Lightning Design System (SLDS) for a native look and feel. Preferred: Experience with finance and accounting. Experience with association-management-related technology. Experience supporting or implementing financial or operational platforms. Salesforce certifications (Admin, BA, Platform App Builder) or equivalent experience. Experience building wireframes. Familiarity with the Salesforce Security Review process. About fusionSpan fusionSpan is a fast-paced, high-energy global firm with a highly motivated team. This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities. We are open to qualified candidates worldwide even though our job opportunities are posted for a specific region. Check out our Great Place to Work Certified Badge here . fusionSpan employees working remotely are expected to have their camera on during all virtual meetings. Our Company Values: Trust: We believe trust is the foundation of success, and build it through unwavering integrity, transparency, and open communication. We deliver on promises, address challenges directly, and hold ourselves accountable to excellence in all interactions with clients, partners, and teammates. Innovation: We understand that excellence and innovation go hand-in-hand and are committed to developing forward-looking, creative solutions that meet our clients’ evolving needs and move the industry forward. We embrace change, celebrate creativity, and prioritize quality to create a new standard of performance. Community: We are a community-first organization committed to creating a culture of collaboration, inclusivity, and respect where each voice is heard and all contributions are valued. We prioritize responsible and sustainable practices on our path to positively impact those we serve.