Senior Business Analyst

Job Title: Senior Business Analyst Location: Durham, NC (Hybrid schedule with required attendance at twiceannual in-person multi-day All-Staff meetings at our Durham office) Position Type: Full-Time, Exempt Reports to: Director of Data Systems Background: Family Connects International (FCI) is an independent 501(c)(3) non-profit, providing training and technical support for the implementation of the evidence-based Family Connects Model, developed at Duke University. Family Connects (FC) is a community-based program supporting new parents in caring for their newborns, offering physical assessments of the postpartum person and infant, addressing questions about caring for a newborn, providing supportive guidance, and helping them access any community services or resources needed. Occupational Summary: The Senior Business Analyst will report to the Director of Data Systems as a senior member of FCI’s Data team. This role requires deep expertise in the Salesforce platform, including Health Cloud, and a demonstrated ability to lead complex analytical and technical initiatives independently. The Senior Business Analyst serves as a subject matter expert and internal resource, providing strategic and operational guidance to both internal teams and Community Partners. In addition to the core responsibilities of the Business Analyst role, the Senior Business Analyst takes ownership of cross-functional projects, mentors junior team members, drives platform governance and roadmap planning, and leads the design of scalable training and support frameworks. The Senior Business Analyst plays a critical leadership role in ensuring that Community Partners and internal stakeholders receive high-quality, datainformed support to continuously improve program delivery and model fidelity. Job Responsibilities: Data Quality and Process Improvement Lead the data quality management process, including designing and producing monthly reports and trend analyses for leadership review; Direct the creation and ongoing improvement of monthly KPI snapshots and Tableau dashboards; identify opportunities to expand reporting capabilities and ensure full staff capacity; Serve as a senior point of contact for translating complex user feedback and operational challenges into best-practice, scalable platform solutions with a focus on exceptional user experience; Evaluate current-state processes and recommend process re-engineering opportunities, documenting workflows and business rules to support platform governance; Lead requirements gathering sessions with internal stakeholders and Community Partners to inform platform enhancements and data strategy. Perform other assigned duties related to the work described here. User Training and Engagement Design, develop, and assist in delivering comprehensive user training programs, including creation of training materials, job aids, and e-learning resources for both internal staff and Community Partners; Assist in leading and facilitating office hours, Data Advisory Board meetings, and other stakeholder engagement forums; communicate platform changes and best practices effectively to diverse audiences; Serve as a senior advisor to Community Partners in leveraging data reports for quality improvement initiatives; Develop and maintain training delivery standards to ensure consistent, high-quality experiences across all partner sites, in alignment with contractual obligations; Identify opportunities to leverage organizational learning tools and LMS integrations to improve training scalability. Perform other assigned duties related to the work described here. Salesforce Administration and Platform Governance Serve as a senior Salesforce resource, supporting and guiding ticket resolution, user management, and platform administration activities with minimal oversight; Lead platform roadmap planning and priority-setting in partnership with the Director of Data Systems and key stakeholders; Oversee data management practices to improve Salesforce data quality, implementing automation rules and validation logic as needed; Assist in proactive system maintenance activities including Security Reviews, Release Updates, Health Check, and Optimizer assessments; Identify unused or underutilized platform features and develop adoption plans to maximize platform ROI; Produce and maintain thorough technical documentation, including configuration decisions, design rationale, and business process flows; Business Requirement Docs, Technical Requirement Docs Contribute to vendor relationship management and SOW oversight as directed by the Director of Data Systems. Perform other assigned duties related to the work described here. Leadership and Mentorship Provide guidance, mentorship, and informal coaching to junior Business Analysts and other Data team members; Lead cross-functional working sessions and facilitate alignment across the Data, Implementation, and Clinical teams; Act as a project lead on high-complexity initiatives, managing scope, timelines, and stakeholder communication; Represent the Data team in organizational meetings and contribute to strategic planning efforts as appropriate; Perform other assigned duties related to the work described here. Required Qualifications: 5+ years of experience in a Business Analyst or related role, with at least 3 years working directly with Salesforce, preferably including Health Cloud; Active Salesforce Administrator certification required; additional certifications (e.g., Advanced Administrator, Platform App Builder) strongly preferred; Demonstrated ability to lead requirements-gathering, process analysis, and solution design independently; Proficiency in Tableau or equivalent data visualization tools; ability to build and maintain complex dashboards; Strong experience designing and delivering adult learning programs, including training materials, facilitation, and virtual delivery; Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences; Strong understanding of Family Connects program implementation and how the centralized data system supports model fidelity and program improvement; Demonstrated experience with technical documentation, including process flows, configuration guides, and business requirements; Working knowledge of integrated applications and data integration concepts. Experience with Agile or iterative project management methodologies; Preferred Qualifications: Salesforce Health Cloud experience and/or additional certifications (e.g., Advanced Administrator, Platform App Builder, Business Analyst); Experience in a non-profit or healthcare technology environment; Familiarity with LMS tools and digital training delivery platforms; Bachelor’s or postgraduate degree, or equivalent professional qualification. Physical Requirements: Extended sitting (up to 8 hours per day; Keyboarding; Ability to work in different (changing) locations; Ability to perform duties in an active environment with changes in climate and noise level; Ability to travel by air, train, and car. Pay Band: $100,000 - $120,000 per year, alignment within pay band based on direct related experience and qualifications At Family Connects International, great ideas are generated by interdisciplinary teams. We support a collaborative environment and value teammates with different ideas, experiences, and perspectives. We believe that having a diverse team makes FCI a more innovative and impactful place to work, and we strive to make FCI a welcoming and inclusive place for all. We do not discriminate on the basis of race, religion, age, sex, national origin, disability status, sexual orientation, or gender identity or expression. FCI is an equal opportunity employer, and we strongly encourage people from diverse racial, ethnic, and cultural backgrounds, LGBTQ+ individuals, and people with disabilities to apply.