Senior Salesforce Business Analyst – Application Support

Role OverviewWe are seeking an experienced Senior Salesforce Business Analyst to join our Melbourne team, focusing on Salesforce application support, operational efficiency, and continuous improvement.The successful candidate will act as a key liaison between the Salesforce Development and Operations teams, ensuring business requirements are effectively translated into functional solutions and operational processes. This role requires strong functional expertise across Salesforce Industry CPQ, Sales Cloud, Service Cloud, and Field Service, along with experience in application support, production issue resolution, and process documentation.The candidate will also play a critical role in knowledge transfer, operational readiness, and ensuring the stability and effectiveness of Salesforce applications in a production environment.Key ResponsibilitiesAct as the primary point of contact between Development and Operations teams for Salesforce applications, including Industry CPQ, Sales Cloud, Service Cloud, and Field Service.Gather, analyze, and document business requirements for application enhancements, production support, and process improvements.Translate Salesforce configurations, technical designs, and functional workflows into clear documentation for business and operations teams.Develop and maintain functional specifications, user stories, acceptance criteria, process flows, and operational support documentation.Collaborate with developers to validate bug fixes and enhancements, ensuring alignment with business requirements and existing operational processes.Support the Operations team in investigating and resolving functional and configuration-related production issues.Facilitate knowledge-sharing sessions, system walkthroughs, and training to improve operational understanding and support readiness.Assist in troubleshooting L2 application support tickets by providing functional expertise and clarifying business process logic.Maintain support procedures, configuration documentation, and knowledge repositories to ensure effective application maintenance.Identify process gaps, recurring issues, and opportunities to improve Salesforce functionality and operational efficiency.Work within SLA-driven support environments, ensuring timely resolution and effective coordination of incidents and enhancements.Ensure Salesforce application support activities comply with established governance, security, and compliance standards.Coordinate with stakeholders to prioritize support requests, manage changes, and minimize disruption to business operations.Required Skills and Experience8–10 years of overall experience, including at least 6 years as a Salesforce Business Analyst, preferably in application support or operations-focused environments.Strong functional knowledge of Salesforce Industry CPQ, Sales Cloud, and Service Cloud.Experience with Salesforce Field Service and its associated business processes.Hands-on experience with Salesforce administration and configuration across Sales, Service, CPQ, and Field Service.Proven experience in L2 production support, including functional troubleshooting and configuration-related issue resolution without requiring code fixes.Strong understanding of business requirements gathering, process mapping, workflow documentation, user stories, and acceptance criteria.Ability to interpret Salesforce configurations and technical solutions and explain them to non-technical stakeholders.Experience working closely with Salesforce developers, support teams, business users, and operations stakeholders.Understanding of Agile methodologies and experience managing iterative enhancements and support activities.Familiarity with ITIL-based Incident, Problem, and Change Management processes.Experience working in application maintenance and support environments with defined SLAs.Excellent analytical, problem-solving, communication, and stakeholder management skills.