Senior Functional Analyst, Salesforce Retail CRM

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

## About the role

As ATB’s next Senior Functional Analyst, Salesforce Retail CRM, you will serve as the critical functional bridge between business operations, our Business Improvement Partners, and technical development, ensuring the continuous sustainment, evolution, and operational efficiency of our Salesforce platform.

In this role, you play a key role in the intersection between business, design and technology, with the ultimate goal of maximizing business value from our Salesforce investment. A deep understanding of Sales and Service Cloud and Salesforce in general is key to success in this role. You will be operating within a Scrum environment that delivers on structured milestone commitments, you will actively manage and prioritize the intake and execution on enhancement backlog and/or execute on the roadmap for a transformational project as necessary.

## Accountabilities

• Requirements Gathering: Capture, analyze, and translate business needs into detailed functional specifications, user stories, acceptance criteria, and clear workflow logic that enable seamless, predictable development.

• Backlog Management & Prioritization: Partner with a team of other Functional Analysts and the development team to oversee the execution and delivery of stories through their complete life cycle.

• Support & Escalation Triage: Serve as an escalation tier for platform incidents and support requests, performing functional triage, assessing operational impact, and prioritizing bugs alongside ongoing enhancement work.

• Cross-Functional Collaboration: Partner closely with our internal stakeholders on the discovery and prioritization of business requests.

• Testing & Release Validation: Collaborate on User Acceptance Testing (UAT) strategies, test scenarios, and defect verification to ensure delivered enhancements meet rigorous functional and compliance standards.

• Change Management & Adoption: Support Organizational Change Management (OCM) and training initiatives in tandem with the Business Improvements team, ensuring smooth rollouts and operational readiness for platform updates.

• Integration & Logic Clarity: Define fields, workflow logic, and functional touchpoints both within the Salesforce platform, and between Salesforce and integrated technologies to ensure end-to-end process consistency.

• Team Alignment & Best Practices: Actively participate in sprint events (planning, refinement, retrospectives, reviews etc) and champion best-practice documentation standards for both business and technical audiences.

## Skills, experience & requirements

• 5+ years of hands-on experience working with the Salesforce platform as a Functional Analyst, Business Systems Analyst, or related functional role.
• Direct experience with Salesforce Financial Services Cloud (FSC), with a solid understanding of its core data model, workflows, and functional capabilities.

• Industry Experience in the financial services industry is an asset.

• Proven track record in agile/scrum environments, with experience adapting sprint practices to meet structured, milestone-driven delivery schedules.

• Strong functional documentation skills, demonstrated by the ability to articulate complex business logic, field definitions, and workflow diagrams clearly to both business stakeholders and technical developers.

• Demonstrated experience in defect triage and backlog prioritization, balancing production support needs against strategic feature enhancements.

• Certifications (Bonus): Salesforce Certified Administrator, Salesforce Certified Business Analyst, or Financial Services Cloud Accredited Professional credentials are a strong asset.

• ATB Experience: Prior domain or operational experience with ATB is a valued asset.

Don’t meet all the requirements on the list?

A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Indigenous Business.

What happens next?

If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch

We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.