Salesforce Business Analyst (Remote)

Description

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

The Work

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private\-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high\-performance IT engines to support all aspects of our client’s business.

We are seeking a detail‑oriented and technically adept Salesforce O\&M (Operations \& Maintenance) Business Analyst to support the ongoing stability, usability, and optimization of our Salesforce platform. This role focuses on analyzing business needs, managing operational support, improving existing functionality, and ensuring the Salesforce ecosystem continues to meet evolving business requirements.

Job Location: Fully remote, within the U.S. Periodic client meetings onsite in Washington, DC required.

• If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

What You Will Do:

• Serve as the primary liaison for Salesforce production support, enhancements, and issue resolution
• Conduct root‑cause analysis for defects, system errors, or unexpected behavior
• Maintain system documentation, business process flows, and functional requirements
• Partner with technical teams to ensure platform reliability and continuous improvement
• Track and manage incident queues, enhancement requests, and backlog items
• Engage business stakeholders to understand current\-state processes, pain points, and future needs
• Facilitate workshops, interviews, and requirement sessions
• Translate business requirements into clear, detailed user stories and acceptance criteria
• Partner with Salesforce developers, architects, and admins to deliver scalable solutions
• Monitor impacts of platform releases and ensure readiness for new functionality
• Build strong relationships with product owners, business leaders, and cross\-functional teams

What You Will Bring With You:

• U.S. Citizenship required due to federal contract requirements
• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
• Candidate must have lived in the U.S. for three (3\) full years out of the last five (5\) years.
• Ability to obtain and maintain a Public Trust clearance
• BS/BA in related field (Business Administration/Management, Computer Science, or Software Engineering preferred)
• At least 3 years of experience supporting Salesforce projects
• At least one active Salesforce certification (certified administrator or higher)

What We Would Like You To Bring With You:

• Demonstrated experience identifying risks that threaten operation success and recommending workarounds
• Demonstrated experience keeping application running smoothly by testing and adjusting as needed, then documenting fixes
• Demonstrated experience in analyzing business and technical questions and identifying paths to resolution
• Demonstrated experience engaging with business stakeholders to gather/analyze issues or requirements and map them to solutions that leverage Salesforce functionality
• Demonstrated experience performing troubleshooting, triage, and working with developers to resolve user issues. Ability to communicate with non\-technical users to resolve issues.
• Demonstrated experience designing advanced Salesforce reports, dashboards, list views and business process automation (using out\-of\-box capabilities)
• Demonstrated experience performing automated testing, regression testing, system testing and developing/maintaining test scripts
• Demonstrated experience with browser accessibility testing

Professional Skills:

• Highly effective analytical, problem\-solving, and decision\-making capabilities.
• Excellent communication and interpersonal skills to interface effectively at all levels of the business.
• Organized, detailed oriented and able to prioritize and multi\-task.

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting\-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in\-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range \- There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full\-time employment is:

$98,614\.00 \- $167,644\.00

Nationwide Remote Office (US99\)