Senior Salesforce Operations Analyst

Company Information

For over 20 years, the International Institute of Business Analysis™ (IIBA®) has helped shape the practice of business analysis to achieve better enterprise outcomes. A professional association with 30,000 members, 110 chapters, 1,500 volunteers, and 500 partners worldwide, IIBA supports the recognition of business analysis within organizations. It enables networking and community engagement, provides foundational standards and resources, and offers internationally recognized certification programs for career advancement.

IIBA is dedicated to advancing the field of business analysis. This role offers a unique opportunity to make a meaningful impact by contributing to a global community that values collaboration, innovation, and excellence. Employees benefit from a supportive work environment, a comprehensive compensation and benefits package, and the chance to work with a dynamic team of professionals passionate about shaping the future of business analysis. If you are passionate about supporting a growing profession, then this may be the place for you.

This position is open to candidates across Canada, with all employees working remotely from their homes. Candidates must have a suitable space at home they can use for work, along with reliable high-speed internet. This role may require employees to work non-standard hours to support global needs, though typically they will work during standard core hours (i.e., 9 a.m. to 5 p.m.) when non-standard hours are not required.

IIBA is an equal opportunity employer and is committed to fostering an inclusive environment in accordance with applicable human rights and accessibility legislation. If contacted for an employment opportunity, please inform Human Resources if you require any accommodations.

For more information on IIBA please visit our website at:  www.iiba.org.

Role Mandate

The Senior Salesforce Operations Analyst supports the operational health of the Salesforce/AMS platform and serves as the senior operational point of contact for internal users.. This role focuses on effective management of incidents and service requests user enablement, configuration and access administration, and acts as the  escalation point in coordination with IT and vendors to restore service quickly and continuously improve the day-to-day platform support.

Responsibilities

• Lead day-to-day production support for Salesforce/AMS by triaging, prioritizing, and resolving incidents and service requests, and meeting defined SLAs.
• Own and manage tickets through the full lifecycle (intake, analysis, escalation, resolution, user validation, and closure) and provide clear, timely updates to requestors and stakeholders.
• Perform and lead Salesforce administration activities including security and user management, system health and limits monitoring, reporting and analytics support, internal user support and training.
• Troubleshoot issues across configuration, data, and integrations; reproduce defects, gather evidence (steps, logs, examples), serve as the escalation point to IT and/or vendors as needed.
• Configure and maintain Salesforce features within operational scope (e.g., page layouts, record types, fields, validation rules, flows, reports, dashboards) while applying and reinforcing approved standards.
• Manage data operations and user requests (imports/exports, data corrections, data quality checks, deduplication support) in alignment with governance and privacy requirements.
• Create and maintain operational documentation, knowledge articles, and runbooks; contribute to reducing repeat incidents through improved service and standard operating procedures.
• Ensure operational readiness through testing activities for enhancements and fixes (unit/regression/UAT coordination), including documenting test scenarios, tracking defects, and validating production outcomes.
• Own environment management activities (sandbox management/refresh support) and release readiness tasks as required (release updates, communications, post-release verification).
• Provide regular operational insights to leadership (e.g., ticket queue health, SLA performance, recurring issue drivers, and key risks/blockers) and recommend prioritized actions.
• Identify recurring issues and implement practical, support-focused improvements (automation, validation, training, documentation) to improve user experience and reduce support volume.
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Skills/Previous Experience

Required:

• Progressive 5+ years’ experience in application/software support or operations, including incident and service request management in a production environment.
• 3+ years Salesforce administration experience supporting end users with demonstrated ownership of complex operational scenarios (user/security administration, configuration, Flows, reporting/dashboards, data management).
• Salesforce Administrator certification with demonstrated application of best practices in an operational environment (or ability to obtain within an agreed timeline); experience in Salesforce Core, Experience Cloud, and Sales Cloud
• Proven ability to troubleshoot and resolve complex issues by isolating root causes across configuration, data, and integrations; able to document reproduction steps and findings clearly.
• Experience working with ticketing/ITSM tools and SLAs (Jira preferred), including prioritization and escalation decisions familiarity with ITIL concepts (incident, request, change) is an asset.
• Hands-on experience with data tools and practices (e.g., Data Loader/import wizard, data quality validation, duplicate management concepts).
• Experience supporting testing and releases with accountability for operational readiness (regression/UAT coordination, post-release verification, and communicating changes to users).
• Strong written and verbal communication skills; able to translate technical details into user-friendly guidance and work effectively with remote stakeholders.
• Demonstrated ability to prioritize competing requests using judgement and impact assessment, and manage a support queue, while remaining customer-focused under time pressure.
• Bachelor’s degree in information technology or related discipline (or equivalent progressive work experience).
• Ability to work effectively in a 100% remote/virtual environment with minimal direction, including occasional non-standard hours as required.
  

Nice to haves:

• Advanced Salesforce certifications (e.g., Advanced Administrator, Sales Cloud Consultant, Experience Cloud).
• Basic SOQL knowledge and comfort working with Salesforce reports to investigate issues and validate data.
• Experience supporting managed packages, in particular Fonteva AMS and working with vendors on escalations and defect resolution.
• Familiarity with deployment tools/processes (e.g., change sets, DevOps Center) from an operational/support standpoint.
  
• Prior experience working with non-profit and/or member organizations.

Salary  

The salary range for this position is $70,000 to $90,000 CAD.