SENIOR SALESFORCE BUSINESS ANALYST (SUPPORT FUNCTION)

ALOIS Australia is a leading Talent and Technology Solutions company, focused on helping businesses across the country build stronger teams, smarter processes, and sustainable growth.

We work with organisations in diverse industries to deliver integrated workforce and technology solutions, from innovative hiring strategies to end-to-end digital transformation. Our approach combines data, insight, and human expertise to help clients solve complex workforce challenges with clarity and confidence.

Through our deep industry experience and commitment to excellence, we provide scalable, high-performance solutions that deliver measurable impact. Whether it’s onshore project delivery, workforce optimisation, or specialised technology services, ALOIS Australia ensures results that truly make a difference.

From Sydney to Perth and everywhere in between, we’re driven by one purpose: to empower Australian businesses and professionals to thrive in a rapidly changing world of work. At ALOIS Australia, every challenge is an opportunity to innovate, and every partnership is built on trust, transparency, and long-term success.

Job Title – Senior Salesforce Business Analyst (Support Function)

Job Location – Melbourne

Employment Type – Permanent

Role Overview

We are looking for a seasoned

Senior Salesforce Business Analyst to join our Melbourne team in a support-focused capacity. This role will act as a bridge between the Development team and Operations team, ensuring smooth alignment of Salesforce solutions with business operations. The ideal candidate will not only gather and translate requirements but also help the Operations team understand how Salesforce processes are designed, configured, and optimized for business continuity.

Key Responsibilities

• Serve as the primary interface between the Development and Operations teams for Salesforce applications (Industry CPQ, Sales Cloud, Service Cloud, Field Service).
• Translate technical design and configuration into clear business process documentation for the Operations team.
• Lead requirement elicitation for any enhancements and support needs.
• Work closely with developers to ensure bug fixes are aligned with business requirements and operational feasibility and don’t break the existing process.
• Provide training, knowledge transfer, and process walkthroughs to the Operations team to ensure smooth adoption and support readiness.
• Document and maintain support procedures relevant to maintain the Org.
• Assist the Operations team in troubleshooting & helping them with bug fixes by clarifying process logic and bridging functional understanding.
• Continuously identify gaps, optimization opportunities, and provide recommendations for operational efficiency.
• Ensure Salesforce support activities adhere to governance, security, and compliance standards.

Required Skills & Experience

• 8–10 years of experience with at least 6+ years as a Salesforce Business Analyst in support or operations-heavy roles.
• Strong functional knowledge of Industry CPQ, Sales Cloud, Service Cloud,
• Hands-on experience documenting requirements, workflows, user stories, and acceptance criteria for support and enhancements.
• Demonstrated ability to translate technical configurations into operational processes for non-technical stakeholders.
• Strong stakeholder management skills to balance developer priorities with operational realities.
• Proficiency in Agile methodologies, particularly for iterative enhancements and support.
• Strong problem-solving skills with the ability to work under SLA-driven environments.
• Excellent communication and interpersonal skills for cross-team collaboration.
• Experience in Salesforce administration and configuration across sales, service, CPQ and Field Service clouds
• Experience in resolving functional and configuration related L2 production tickets other than code fix.
• Experience to Incident, Problem, and Change Management processes (ITIL framework).
• Prior experience in Application Support

Preferred Qualifications

• Salesforce certifications such as Business Analyst, Administrator, CPQ Specialist, Service Cloud Consultant, or Field Service Consultant.
• Prior experience in Managed Services / Salesforce COE models.
• Exposure to Incident, Problem, and Change Management processes (ITIL framework).

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EEO Statement

ALOIS Australia is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and do not discriminate on the basis of race, colour, religion, sex, age, national origin, disability, or any other characteristic protected under applicable laws. We value diversity and believe it strengthens our people, our culture, and the outcomes we deliver.