Sr. Business Analyst (Salesforce)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

PointClickCare is searching for a Sr. Business Analyst that is Salesforce certified and a subject matter expert to support our strategic initiatives and build relationships with the business community.

As a member of the Technical Delivery & Operations team, you will be responsible for analyzing and validating business needs, leading and conducting QA activities, and designing processes to improve system effectiveness and solidify our relationships with our business contributors.

This role collaborates closely with business Subject Matter Experts (SMEs), Product Owners, Business Solution Managers (BSMs), Application Analysts, Application Engineers, Project and Program Managers, and other members of the team to deliver solutions successfully.

Key Responsibilities:

•Develop a strong understanding of the current projects and our Salesforce roadmap. 

•Build and maintain strong relationships with business stakeholders to ensure alignment of project goals with business needs.

•Lead requirements interviews, workshops, and collaborative sessions to gather business requirements and identify opportunities for process improvements. Utilize technology to optimize business operations.

•Capture and document detailed business requirements, including user personas and to-be process flows, using Agile and Design Thinking methodologies to ensure flexibility and iterative development.

•Work closely with the Business Systems Manager (BSM) to understand the applicable technology strategy, including integration needs and data management considerations. Ensure alignment between business and technology.

•Identify gaps and risks in business processes and technology solutions. Collaborate with stakeholders to propose mitigation strategies and improvements.

•Create L3 & L4 Business Process Maps and capture other business process changes while gathering requirements.

•Create user stories from business use cases and processes, defining functional and non-functional requirements with clear success criteria.

•Identify and communicate user story dependencies, actively participate in grooming and planning sessions to ensure user stories are well-defined, prioritized, and aligned with business objectives.

•Lead QA activities for user stories from inception until deployment in production.

•Identify test scenarios and follow QA standards and best practices to create detailed test scripts, test cases, and test plans, ensuring that test scenarios align with business requirements and that the system meets both functional and non-functional needs.

•Use test automation tools like Copado CRT to generate test cases faster.

•Perform QA testing following the defined test scripts, log bugs, and track the bug life cycle. 

•Coordinate and manage the UAT process, ensuring that business SMEs are onboarded to the testing tool, have reviewed the test scripts, and are prepared for testing.

•Support end-user training and enablement programs to facilitate smooth adoption. 

Required Experience:

•5+ years of experience as a Business Analyst with at least 3 years focused on Salesforce (Sales Cloud, Service Cloud, or Experience Cloud)

•Strong understanding of industry QA processes and activities, including the various types of testing 

•Strong understanding and experience with business process analysis and design, with proven ability to lead stakeholders through detailed process workshops

•Experience working in Salesforce and connected apps and integrations, gathering business requirements, analyzing and synthesizing solution proposals, including presenting the material back to the applicable audience

•Familiarity with project management methodology and processes including the software development life cycle

•Experience with modeling tools relating to process, data, and workflow at the conceptual level

•Demonstrated experience in developing training plans, materials and conducting training sessions

•Experience working in DevOps and Agile Teams

•Experience in creating clear test scripts, test scenarios, and defining and user acceptance criteria to validate new systems and ensure quality throughout development and deployment.

•Salesforce Business Analyst Certifications

•Copado Robotic Testing Certifications are desired

•A bachelor’s degree in related field or equivalent experience

•A continuous learning mindset and ability to adapt to change

•Ability to prioritize and execute tasks in a fast-paced environment

•The ability to work on multiple projects concurrently

•Excellent communication skills: verbal, written, listening, and facilitating

•Excellent self-management skills and ability to take initiative

•Excellent organizational and problem-solving skills

•A great team player that understands how to build trust, manage conflict, and commit to delivering team goals while holding themselves and the team accountable.

•Experience working with JIRA, Confluence, Lucid Chart, Smartsheets or similar tools.

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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