Bullhorn is looking for a Senior Business Analyst - Customer Experience to improve our business processes within the Enterprise Salesforce platform and integrated applications. You’ll act as a key liaison between stakeholders and technical teams, ensuring Salesforce solutions meet strategic and operational needs.

What You'll Do

Collaborate with business stakeholders and project teams to document requirements for enterprise-level business system solutions across the customer experience applications environment.
Serve as the technical expert and business advocate across operations teams, developers, and software vendors.
Facilitate discovery sessions to gather functional and non-functional requirements, document user stories, establish acceptance criteria, and maintain technical documentation.
Define solutions with the Salesforce development team and other Business Analysts to coordinate process improvements and increase efficiency of internal workflows and applications.
Create test plans and coordinate user acceptance testing (UAT) to ensure solution quality and alignment with business requirements.
Partner with an internal Project Manager to lead enterprise projects and operational enhancements to Salesforce Service Cloud, Experience Cloud, and Agentforce.

What We're Looking For

5+ years of demonstrated business analysis experience with progressive responsibility in Salesforce Customer Experience projects.
Demonstrated experience solutioning and designing data integrations and transformations across SaaS systems.
3+ years of experience with Salesforce Service Cloud and Experience Cloud.
Working knowledge of implementing Customer Experience processes.
Experience in process redesign for Customer Support, Customer Success, and Professional Services processes across a SaaS-first system architecture.
Confidence eliciting requirements, facilitating discovery discussions, communicating with varied audiences in a leadership role, and translating business needs into technical requirements.
Enjoy problem solving, documenting solutions, building consensus across teams, and developing strong working relationships with team and stakeholders.
A fundamental understanding of data systems and relational databases.
The ability to thrive in a fast-paced environment, balancing and prioritizing the needs of various stakeholder groups.

Nice to Have

Salesforce System Admin Certification and/or Salesforce Business Analyst Certification.
Salesforce Service Cloud Consultant certification.
Experience with Agentforce or similar AI tools.

Technical Stack

Salesforce Service Cloud
Salesforce Experience Cloud
Agentforce

Team & Environment

You will report to the VP, Enterprise Applications.

Benefits & Compensation

Compensation range: $96,700 - $126,800.
Medical, Dental, Vision, 401(k), and 401(k) Match effective day one.
Unlimited Planned Paid Time Off.
Global Mental Health Support.
On-Demand Learning & Development.
Quarterly paid volunteer days.
Lucrative Employee Referral Program.
Company-wide mentor program.

Bullhorn fosters a people-first culture built on ownership, energy, speed, agility, service, and being human, where everyone's contribution is valued and respected.