Salesforce Business Analyst (Remote)
ICF, Trenton, NJ, United States
Description
Note: This role is contingent upon a contract award. While it is not an immediate opening, we are conducting interviews and extending offers in anticipation of the award.
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 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. 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. Working at ICF
ICF is a global advisory and technology services provider. We are an equal opportunity employer. Our employees are empowered to share their expertise and collaborate to achieve personal and professional goals. For more information, please read our EEO policy. We will consider qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including 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. All information will be kept confidential and used only 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 a fair interview process based on skills and knowledge. The use of AI tools to generate or assist with responses during interviews is not permitted. If an accommodation involving AI is needed, please contact candidateaccommodation@icf.com. Pay Range
The pay range for this position is $98,614.00 - $167,644.00, based on full-time employment and multiple factors including experience, location, and contract provisions. Nationwide Remote Office (US99)
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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 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. 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. Working at ICF
ICF is a global advisory and technology services provider. We are an equal opportunity employer. Our employees are empowered to share their expertise and collaborate to achieve personal and professional goals. For more information, please read our EEO policy. We will consider qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including 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. All information will be kept confidential and used only 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 a fair interview process based on skills and knowledge. The use of AI tools to generate or assist with responses during interviews is not permitted. If an accommodation involving AI is needed, please contact candidateaccommodation@icf.com. Pay Range
The pay range for this position is $98,614.00 - $167,644.00, based on full-time employment and multiple factors including experience, location, and contract provisions. Nationwide Remote Office (US99)
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