Business Systems Analyst - Salesforce

We're seeking a technically-savvy Business Analyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysis—evaluating implementation processes, analyzing system performance (e.g. Salesforce case management, chat/SMS adoption), and assessing emerging technologies—particularly AI solutions—to drive continuous improvement across our call center operations.

Key Responsibilities

Technical Bridge:

• Act as primary liaison between project specialists and Business Technology teams

• Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria

• Proactively identify and clarify technical ambiguities before they reach development

• Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions

• Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization

• Facilitate workshops to align business and technology objectives

Strategic Analysis:

• Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements

• Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data

• Conduct feasibility assessments, impact analysis, and gap analysis for system improvements

• Perform comparative analysis of emerging technology solutions, particularly AI capabilities

• Conduct pre- and post-go-live data analysis to evaluate system change effectiveness

Quality & Enablement:

• Coordinate User Acceptance Testing with comprehensive test scenarios

• Develop technical documentation, templates, and training materials to upskill team members

• Lead knowledge-sharing sessions to build team technical fluency

Required Qualifications

• 5+ years as Business/Systems Analyst with 2+ years of Salesforce experience

• Proven experience in preparing and maintaining a comprehensive range of technical and business documentation, including but not limited to:

• Functional, Business, and System Requirements

• Use Case Specifications

• Data Models

• User Stories

• Requirements Traceability Matrices

• Process maps, adapted to various methodologies (such as Agile or Waterfall) and organizational standards

• Strong understanding of enterprise systems, development processes, and agile methodologies

• Experience working closely with software development teams

• Proficiency in translating business concepts into technical documentation

• Analytical skills with process improvement experience

• Experience with data analysis/visualization tools and presenting insights

• Familiarity with API concepts, data models, and system integrations

• Comfortable with technical tools (Jira, Confluence, etc.)

• Excellent communication and collaboration skills across cross-functional teams

• Track record of knowledge transfer and enabling non-technical stakeholders

Preferred Qualifications

• Bachelor’s degree in applicable field of study preferred

• Salesforce certifications (Admin, Business Analyst, or related)

• Contact center/customer service systems experience

• Experience with AI/emerging technology implementation or evaluation

Success Metrics

• Reduced requirement clarification cycles and faster sprint velocity

• Decreased post-implementation rework

• Higher developer and project specialist satisfaction

• Actionable insights driving system optimization

• Measurable improvement in team technical fluency

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.

• This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount isearned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolutediscretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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