Innovation Strategy Requirements Analyst

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.…