Job Family:SAAS/PAAS/Cloud Application Development
Travel Required:None
Clearance Required:None
What You Will Do:Guidehouse is seeking a Salesforce Business Analyst to support break/fix operations and incremental enhancements for an existing Salesforce org. This role focuses on incident triage, root-cause analysis, requirements clarification, and solution validation, ensuring production issues are resolved efficiently and enhancements are delivered with clarity and minimal disruption to users. The ideal candidate is comfortable working in a production support environment, balancing urgent issue resolution with a steady flow of enhancement requests, and acting as the bridge between business users and technical delivery teams.
Break/Fix (Production Support)
- Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
- Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
- Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
- Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
- Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
- Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
Enhancements (Backlog Support)
- Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
- Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
- Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
- Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
- Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
Production Stability and Governance
- Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
- Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
- Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.
What You Will Need:- Bachelor's degree
- Minimum of FOUR (4) years of experience as a Salesforce Business Analyst, Functional Analyst, or similar role supporting production Salesforce orgs.
- U.S. Citizenship is contractually required.
- Ability to commute to or work from the San Antonio Guidehouse office.
- Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).
What Would Be Nice To Have:- Experience with declarative automation such as Flow, validation rules, and approval processes.
- Strong analytical skills for data review, reporting, and issue analysis.
- Demonstrated experience working in break/fix or managed services environments, including ticket-based support.
- Ability to clearly document business processes, requirements, and functional designs.
- Strong communication skills with the ability to translate between technical and non-technical audiences.
- Experience supporting public-sector Salesforce implementations or regulated environments.
- Familiarity with Salesforce integrations and the ability to analyze integration-related issues (no development required).
- Salesforce Business Analyst, Administrator, or Advanced Administrator certification.
- Experience working in Agile or hybrid-Agile delivery models.
- Prior experience supporting government clients, audits, or compliance-driven programs.
What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
- Position may be eligible for a discretionary variable incentive bonus
