[Hiring] Senior Business Analyst @Veradigm Asia

Role Description

We are looking for a highly skilled and proactive Senior Business Analyst with strong Salesforce experience to join our growing team. This is a customer-facing role where you will serve as the front-line (Level 2) support for both Salesforce and our Vonage phone system, triaging and debugging issues directly with stakeholders. Your ability to quickly assess problems, communicate effectively, and drive timely resolutions will be the most critical aspect of this position.

In addition to providing exceptional support, you will collaborate with Product, Engineering, and cross-functional teams to gather requirements, refine user stories, and contribute to agile development processes for Salesforce platform enhancements and integrations.

• Act as the primary L2 support for Salesforce and Vonage, including triaging, debugging, and resolving issues in collaboration with technical teams.
• Serve as the customer-facing point of contact for stakeholders, ensuring timely communication and resolution of cases, incidents, and inquiries.
• Document and track issues, root causes, and resolutions to improve support processes and knowledge base.
• Partner with product managers and engineering teams to gather and analyze business requirements for Salesforce enhancements.
• Refine and groom user stories with Salesforce-specific acceptance criteria.
• Maintain clear and continuous communication with stakeholders across business units.
• Create and maintain documentation such as process flows, data mappings, and business rules, with an emphasis on Salesforce architecture and objects.
• Identify recurring issues and recommend process improvements or automation solutions.

Qualifications

• 3+ years of experience as a Business Analyst or similar role, with hands-on Salesforce experience.
• Proven experience in customer-facing support, including triaging and debugging issues, and acting as L2 support for Salesforce and telephony systems (preferably Vonage).
• Strong understanding of Salesforce architecture, standard/custom objects, flows, validation rules, and platform limitations.
• Excellent communication skills with the ability to manage stakeholder expectations and explain technical concepts clearly.
• Skilled in Agile methodologies and backlog refinement.
• Proficiency in tools such as JIRA, Confluence, Excel, and process mapping tools (Lucidchart, Visio).
• Ability to work in a fast-paced, cross-functional environment and manage multiple priorities.

Requirements

• Experience with enterprise tools like Zuora, NetSuite, or Workday.
• Familiarity with API integrations, data flows, or light SQL.
• Background in SaaS, healthcare, or regulated industries.
• Certifications: Salesforce Administrator, Certified Scrum Product Owner, or IIBA CBAP.

Benefits

• Competitive salary & performance bonuses
• Quarterly Company-Wide Recharge Days
• Flexible Work Environment (Remote/Hybrid Options)
• Professional development and certification reimbursement
• Comprehensive health, retirement, and wellness benefits.
• Peer-based incentive “Cheer” awards
• “All in to Win” bonus Program