Senior Salesforce Business Analyst

At Omnidian, our technology is critical to our success, and the Salesforce Business Analyst is a vital link ensuring the evolution of our platforms. In this role, you will serve as the primary bridge between our Salesforce business users and our technical execution team, specifically focusing on the usability and growth of our Service Cloud environment.

Your mission is dual-focused: you will ensure the platform remains stable and intuitive through continuous business process improvements, while simultaneously leading high-impact projects that drive automation and operational efficiency across the organization.

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:  

1. Discovery & User Research

• Conduct deep-dive discovery sessions with stakeholders, interviews, and "day-in-the-life" shadowing to understand user pain points.

• Identify the root causes of operational friction rather than just documenting surface-level symptoms.

• Translate complex business needs into clear, actionable user stories and functional requirements.

2. Solution Ideation & Collaboration

• Partner closely with Salesforce Admins and Developers to brainstorm solutions that leverage out-of-the-box Salesforce functionality first.

• Act as the voice of the user during technical design sessions to ensure the final product meets the actual business need.

• Balance immediate "quick-fix" requests with long-term platform scalability.

3. Execution & Quality Assurance

• Define acceptance criteria and lead the User Acceptance Testing (UAT) process.

• Validate that delivered features solve the identified problems and don't introduce new regressions.

• Create and maintain clear documentation for new processes and system enhancements.

4. Stakeholder Management & Communication

• Manage the project backlog, providing clear updates on status, risks, and timelines to stakeholders.

• Proactively communicate platform changes to the user base to ensure high adoption and minimal disruption.

• Facilitate meetings between cross-functional teams to align on priorities.

Who You Are

• Empathetic: You possess a genuine commitment to the user experience, driven by a desire to simplify processes and make our user’s workflows more usable and efficient.

• Solution-Oriented: You go beyond simply identifying obstacles; you proactively arrive with effective ideas to resolve them.

• Adaptable: You are comfortable pivoting seamlessly between immediate quality of life improvements and larger, more complex projects.

Experience You’ll Need

• Salesforce Expertise: Minimum 5+ years of experience working specifically with Salesforce Service Cloud (Case Management, Knowledge, Omni-Channel, etc.).

• User Research: Ability to get beyond what users ask for and understand what they actually need. Requires a balance of critical thinking, curiosity, empathy and analysis.

• Analytical Rigor: Proven ability to perform root-cause analysis and think critically about business process flows.

• Documentation: Strong skills in writing user stories (Jira and Aha!), process maps (Miro), and UAT scripts.

• Communication: Exceptional verbal and written communication skills; ability to explain technical concepts to non-technical users.

Experience That’s a Plus

• Certification: Salesforce Certified Administrator or Salesforce Certified Business Analyst

Logistics

• Our office is in Ezacau Village in San José
• For this role, you will be in the office 5 days per week 
• We plan to have this role start around early June
• We are unable to provide sponsorship for this role, now or in the future

Work-Life & Culture

• Culture of Growth: A collaborative environment with mentorship and opportunities for career advancement.
• Inclusive Community: Global affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion.
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• We’re a fast-scaling growth company, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s going to be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.