Business Analyst I, Operations

The Salesforce Business Analyst captures and structures business needs into clear, testable requirements for the Salesforce delivery team. The role focuses on documenting processes, writing user stories and acceptance criteria, coordinating UAT, and preparing business-facing documentation. Strong understanding of Salesforce is required; this role does not require configuration or development

Responsibilities

Requirements & Documentation: Capture inputs from stakeholder sessions; translate into epics, user stories, and acceptance criteria.
• Process & Rules: Produce current/as-is and future/to-be process maps (swimlanes/BPMN), business rules, edge cases, and non-functional requirements.
• Backlog Quality: Maintain definitions, dependencies, and traceability; ensure stories are clear, testable, and sized.
• Data & Reporting: Document KPIs/metrics, filters, drill paths; align with data/analytics teams on definitions and validation steps; note data quality assumptions and downstream impacts.
• UAT & Release Support: Create test plans/cases, coordinate testers, track results, manage defects, and compile business sign-off; draft release notes, quick guides, and stakeholder communications.
• Issue Triage: Reproduce issues from a business perspective, assess impact, and log clear tickets for admins/devs.
• Continuous Support: Monitor adoption and outcomes post-release; capture feedback for iterative improvements.

Qualifications

• 3+ years as a Business Analyst supporting CRM/enterprise platforms (Salesforce strongly preferred).
• Solid grasp of Salesforce data and security models and reporting capabilities/limits.
• Strong skills in user stories & acceptance criteria (Gherkin a plus), process modeling, and light wireframing.
• Data literacy for defining/validating metrics; basic SQL/SOQL familiarity is a plus.
• Excellent written and verbal communication; organized, detail-oriented, and deadline-reliable.
• Experience with agile delivery

Nice to Have

• Salesforce Business Analyst and/or Admin certification (for context only).
• Exposure to CRMA/Tableau, Service, or Marketing processes.
• Change-management support experience (training/adoption materials).

Work Location & Travel

• Hybrid in Scottsdale, AZ, Cleveland, OH, or Maitland, FL; occasional travel for workshops or go-lives.

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.