Location: Austin, TX (Hybrid)

Reports To: Director of Solutions Delivery & Operations

IEM is seeking a senior, consultative Business Analyst with strong Salesforce experience to lead business discovery and delivery for enterprise technology initiatives. In this role, you will partner with business leaders, operational teams, developers, and testers to define practical Salesforce-enabled solutions across Sales, Service, Field Service, legal/contract, and related business functions. You will translate business outcomes into a prioritized Agile backlog, connecting epics, user stories, tasks, acceptance criteria, testing, and release readiness across Salesforce, MuleSoft, and AI platforms.

Responsibilities:

• Lead stakeholder discovery and requirements acquisition: Facilitate interviews, workshops, process walkthroughs, and playback sessions with end users and stakeholders to uncover business goals, pain points, business rules, data needs, and success measures; translate findings into clear, testable requirements.
• Lead stakeholders to decisions and recommended solutions: Guide cross-functional stakeholders through options, tradeoffs, dependencies, and impacts; present practical recommendations that improve Salesforce-enabled processes, data quality, reporting, automation, and user experience.
• Structure and manage Agile work: Translate strategic objectives into epics, decompose epics into features and user stories, and support the team in identifying implementation tasks. Define acceptance criteria, business rules, dependencies, assumptions, and priorities so work is ready for refinement, sprint planning, development, testing, and release.
• Support testing and release readiness: Partner with QA, testers, and business users to define test scenarios, confirm acceptance criteria, coordinate UAT, track and triage issues, and obtain business sign-off for releases.
• Document processes and workflows: Create and maintain current and future-state process maps, standard operating procedures, flow diagrams, data requirements, and technical specifications.
• Develop user enablement materials: Create job aids, quick reference guides, FAQs, and release communications that support adoption of new or updated Salesforce-enabled processes and systems.
• Manage and prioritize the backlog: Maintain traceability from business objectives through epics, user stories, testing, and release. Partner with product owners to prioritize Salesforce, MuleSoft, and AI requirements based on business value, risk, dependencies, and delivery capacity.
• Facilitate Agile delivery: Actively lead or participate in backlog refinement, sprint planning, daily standups, sprint reviews/demos, and retrospectives to sustain alignment, remove ambiguity, and improve delivery outcomes.
• Leverage AI tools for productivity: Use approved generative AI tools to efficiently generate and improve user stories, test cases, documentation, and analysis while applying sound judgment and validation.
• Collaborate cross-functionally: Serve as the bridge between operational users, business leaders, developers, IT leadership, and external stakeholders—translating business needs into clear, executable plans and communicating decisions, risks, and next steps.
• Continuously improve: Identify opportunities to improve Salesforce processes, requirements quality, documentation practices, and team efficiency through sound analysis, stakeholder feedback, and delivery best practices.

Knowledge, Skills, and Abilities:

Required Expertise:

• Proven senior-level experience: 5+ years in a Business Analyst role, including demonstrated experience leading stakeholder discovery, shaping recommendations, and writing actionable user stories.
• Agile methodology: Direct experience working in an Agile/Scrum environment with hands-on ownership of backlog refinement, sprint cycles, and the relationship between epics, features, user stories, tasks, acceptance criteria, and releases.
• Requirements documentation: Strong track record of eliciting, analyzing, documenting, validating, and prioritizing business requirements, process flows, business rules, data requirements, and acceptance criteria.
• Agile tools proficiency: Experience creating and managing epics, user stories, backlogs, workflows, and reporting in Jira or similar platforms.
• Salesforce business analysis experience: Demonstrated experience gathering requirements and delivering enhancements within Salesforce. Strong understanding of Salesforce objects, data model, configuration, automation, reporting, security/sharing concepts, integrations, and the Salesforce delivery lifecycle.

Preferred Skills:

• Salesforce domain experience: Experience supporting Sales Cloud, Service Cloud, Field Service, legal/contract workflows, or comparable business domains. Experience Cloud is a plus.
• MuleSoft and integration experience: Familiarity with integration concepts, APIs, MuleSoft platform capabilities, and the business impacts of system-to-system data flows.
• AI project experience: Experience supporting AI or machine learning initiatives and understanding of AI implementation considerations.
• GenAI fluency: Comfort using approved generative AI tools (such as ChatGPT or Claude) to streamline documentation and analysis.
• Technical documentation tools: Experience with Confluence, Lucidchart, or similar tools for process mapping and documentation.
• Salesforce DevOps familiarity: Awareness of tools like Gearset or similar deployment and change-management platforms.

General Competencies:

• Resourceful, neutral solution-oriented facilitation: Proactively investigate business problems by locating the right subject-matter experts, data, system capabilities, documentation, and prior solutions. Guide stakeholders through complex or conflicting needs using thoughtful questions, clear options, and transparent tradeoffs; help the group reach an informed decision while remaining neutral.
• Adaptability: Ability to work across multiple technology domains and learn new platforms quickly.
• Lifelong learner: Passion for continuous learning and embracing emerging technologies.
• Collaboration: Strong interpersonal skills with ability to work effectively across technical and business teams.

Communication and Analytical Skills:

• Excellent verbal and written communication skills: Confidently lead conversations with operational and frontline teams, explain complex concepts in practical terms, and create an environment where users can articulate needs, concerns, and process realities.
• Detail-oriented: Highly organized with strong documentation skills and attention to detail.
• Active listening: Skilled at asking clarifying questions, validating understanding, and distinguishing stated requests from underlying business needs.
• Consultative facilitator: Skilled at leading discovery workshops across multiple stakeholder groups, surfacing hidden requirements and handoff dependencies, and translating findings into clear, testable, data-centric user stories and acceptance criteria.

Work Authorization and Job Location:

• Must be authorized to work in the United States. IEM does not sponsor employment visas for this position, now or in the future.
• Located in Austin, TX.
• Position is planned for a hybrid work environment with work at Austin office and partially remote with some travel required initially to IEM facilities or for project kickoffs.

Benefits:

• Competitive salary and benefits package
• Opportunity to work with cutting-edge Salesforce, MuleSoft, and AI technologies
• Collaborative and supportive work environment
• Professional development and training resources