CRM Business Analyst

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

The CRM Business Analyst is a business-aligned functional expert responsible for bridging the gap between the CRM roadmap, IT delivery,
and commercial priorities. This role ensures that business cases move efficiently through the production cycle—translating requirements into
technical specifications, validating solutions, and confirming value realization post-launch. Acting as the connective tissue between the CRM
Strategy & Development Manager, Change Management Manager, and technical teams, the Business Analyst combines strong analytical
skills with light technical capability to recommend features, optimize processes, and occasionally configure or develop within Salesforce (e.g.,
CRMA dashboards, flows, or DRIVE objects).

Responsibilities

• Serve as the primary liaison between business stakeholders, CRM strategy, and IT delivery teams to ensure alignment on
• scope, requirements, and timelines.
• Translate business objectives into detailed functional specifications, user stories, and acceptance criteria for CRM
• enhancements and integrations.
• Actively manage roadmap business cases through the delivery lifecycle—from intake and prioritization to UAT and
• deployment.
• Make informed technical recommendations on Salesforce features (flows, automation, integrations) that enrich user
• experience and data quality.
• Perform light configuration or development in Salesforce (e.g., CRMA dashboards, custom objects, flows) to accelerate
• delivery of high-impact features.
• Coordinate UAT planning and execution, ensuring readiness and quality before go-live.
• Partner with Change Management to align enablement, communications, and adoption strategies with delivered functionality.
• Define and track value realization metrics for each release, linking CRM capabilities to business outcomes (e.g., forecast
• accuracy, pipeline hygiene, seller productivity).
• Support data governance initiatives in collaboration with Sales Operations and IT (field standards, duplicates, integration
• integrity).
• Maintain a transparent backlog and contribute to sprint planning and release management cadence.

Preferences

• Proven experience as a Business Analyst or Functional Consultant in CRM or Sales Operations environments.
• Strong understanding of Salesforce Ecosystem & platform capabilities, including automation (flows), reporting, and integration
• patterns.
• Ability to perform light technical work (e.g., CRMA dashboards, custom fields, validation rules, flows).
• Familiarity with data modeling, KPI frameworks, and analytics tools (Power BI, Tableau, or Salesforce-native).
• Skilled in process mapping, requirements documentation, and Agile delivery practices.
• Excellent communication and stakeholder management skills; able to influence across business and technical teams.
• Salesforce Certifications of interest (Admin 101, Admin 201, Business Analyst, Platform User Experience Designer, AI
• Associate, Sales Cloud Consultant).
• Candidate is ideally based in Atlanta, GA.

Other Details:

• Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,560/year to $197,460/year. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.
• Hired applicants may be eligible for Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.