Description:

• The Business Analyst & Team Lead / Customer Liaison plays a critical role in supporting an enterprise Salesforce environment used by multiple customer agencies. This position combines analytical expertise, team leadership, and customer engagement responsibilities to ensure successful delivery of platform enhancements, Operations & Maintenance (O&M) activities, and continuous improvement across the enterprise ecosystem.

Essential Functions & Duties:

• Business Analysis & Product Support
• Lead discovery sessions with customer agencies to understand business processes, requirements, and pain points regarding their Salesforce platform.
• Support the product roadmap by identifying opportunities for system enhancements, workflow optimization, and cross-agency standardization.
• Partner with Salesforce architects and developers to validate solutions, ensure alignment with platform standards, and support ongoing quality assurance.

Team Leadership & Coordination

• Lead a team of Salesforce admins and developers supporting Salesforce enhancements, O&M activities, and enterprise-level platform capabilities.
• Assist with release planning, regression testing, and documentation updates tied to scheduled O&M cycles.
• Manage team workload, prioritize tasks, and track progress against SLAs, and program milestones.
• Coordinate with technical teams, program leadership, and stakeholder groups to ensure effective communication and timely delivery.

Customer Liaison & Engagement

• Serve as the primary point of contact for multiple customer agencies, fostering strong, collaborative relationships.
• Facilitate recurring engagement sessions, feedback loops, and status briefings to ensure stakeholder alignment and satisfaction.
• Communicate platform decisions, release updates, and O&M activities in clear, accessible language tailored to each stakeholder audience.

Documentation & Knowledge Management

• Create training materials, job aids, and quick reference sheets for new and existing system features.
• Maintain project documentation such as business requirements, functional specifications, process maps, decision logs, and implementation plans.
• Support project planning activities by contributing to project schedules, risk logs, dependency tracking, and communication plans.
• Ensure all documentation is version controlled, accessible, and consistent with enterprise standards.

Skills, Qualifications and Certifications of Best Candidates:

• 3+ years of experience in government or corporate environment as a Business Analyst, Product Analyst, or similar role supporting enterprise applications.
• Demonstrated leadership experience (formal or informal), including mentoring teams or leading workstreams.
• Strong verbal and written communication and relationship building skills, especially with multi agency or multi stakeholder environments.
• Ability to break down complex business processes into clear requirements and technical artifacts.

Citizenship or Work Authorization Required:

• Ability to attain Federal Government Position of Trust.
• Must be a U.S. citizen
• Must pass a background investigation.

Preferred Education & Experience:

• Bachelor's degree in IT related field
• Experience with Agile/Scrum methodologies and principals
• Salesforce Admin experience

Target Salary Range

Compensation for roles at Synergy is determined by a variety of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual's combination of knowledge, skills, and abilities; as well as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay range for this position is: $70,329.00 - $100,470.00. The disclosed range has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case and represent just one component of Synergy's total compensation package for employees.

Candidate AI Policy

Synergy is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly granted. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.