Salesforce Business Analyst

Location: Boston MA (Hybrid) Candidate must live in MA/RI/NH and be available if requested for a F2F interview

Duration: 12 month contract

Title: Salesforce Business Analyst

Requirements: Salesforce BSA background Salesforce Certification

Position Description

The Salesforce Business Analyst at Massachusetts Department of Transportation supports the agencys mission by analyzing business processes and delivering technology solutions within Salesforce. This role partners with transportation operations and administrative teams to improve service delivery streamline workflows and enhance data-driven decision-making across the Commonwealth.

Key Responsibilities

Collaborate with MassDOT divisions (e.g. Highway Rail & Transit RMV) to gather analyze and document business functional and technical requirements through stakeholder interviews workshops and discovery sessions

Lead requirements gathering sessions with business users subject matter experts and cross-functional teams to identify business needs pain points process improvements and system enhancement opportunities

Analyze current processes related to transportation services permitting customer service and internal operations to identify gaps inefficiencies and opportunities for automation and optimization

Create and maintain user stories process flows user stories use cases and acceptance criteria

Facilitate backlog grooming/refinement sessions with product owners business stakeholders developers and QA teams to prioritize enhancements clarify requirements and ensure readiness for development sprints

Work closely with Agile/Scrum teams during sprint planning grooming and review sessions to ensure alignment between business requirements and technical solutions

Translate requirements into Salesforce solutions including custom objects flows validation rules reports dashboards and workflow automations

Ensure solutions comply with state regulations accessibility standards (e.g. ADA) security policies and data privacy requirements

Work with developers system administrators architects and third-party vendors to implement system enhancements integrations and data migration activities

Develop and execute User Acceptance Testing (UAT) strategies test plans test scripts and test scenarios to validate business requirements and system functionality

Coordinate and facilitate UAT sessions with end users and stakeholders document defects/issues track resolutions and obtain business sign-off prior to production deployment

Provide post-implementation support by troubleshooting issues validating fixes and ensuring successful adoption of new system functionality

Develop user training materials regression test suite knowledge transfer documentation and standard operating procedures (SOPs) and provide ongoing training and support to MassDOT staff

Create dashboards reports and analytics to support operational monitoring compliance tracking and executive decision-making

Assist with data quality initiatives master data management system governance and continuous process improvement efforts

Required Qualifications

Bachelors degree in information systems Business Administration Public Administration or related field

7 years of experience as a Business Analyst preferably in government or public sector IT

Hands-on experience with Salesforce (configuration reporting workflows)

Strong understanding of business process analysis and documentation

Experience working in Agile or hybrid project environments

Excellent communication skills especially with non-technical stakeholders

Preferred Qualifications

Salesforce certifications (e.g. Administrator Business Analyst)

Experience with government systems public sector data or transportation-related services

Familiarity with tools such as:

o ADO

o Jira

Knowledge of integrations (APIs middleware) and data governance practices

Experience supporting accessibility compliance and public-facing applications

Key Competencies

Public sector awareness and accountability

Stakeholder engagement across diverse departments

Process improvement and service optimization

Data analysis and reporting

Regulatory and compliance sensitivity

Clear documentation and communication

Impact of the Role

This position plays a critical role in improving how MassDOT delivers services to residents-enhancing transparency efficiency and responsiveness through modern CRM capabilities.