Senior Salesforce Business Analyst

SENIOR SALESFORCE BUSINESS ANALYST WHAT IS THE OPPORTUNITY? Join City National Bank as a Senior Salesforce Business Analyst, where you will play a crucial role in optimizing and supporting our Salesforce CRM platform. You will collaborate with business users to collect and design business requirements, turning them into actionable user stories and work processes to address key business challenges. This role will involve working closely with both business teams and technical stakeholders to ensure delivery of effective and high-quality solutions, as well as supporting the ongoing adoption of new Salesforce features and capabilities. As the Salesforce ecosystem evolves, you will empower colleagues across the bank through training, communication, and support services. WHAT WILL YOU DO? Facilitate and enhance the existing Salesforce COE Agile process to prioritize user stories across diverse business processes and stakeholders. Assist CNB's Salesforce users by troubleshooting inquiries, documenting issues, and triaging requests efficiently. Analyze the cross-functional impact of business requirements on configuration, processes, workflows, and reporting, incorporating insights into user support interactions. Design and implement a comprehensive support model, including self-service resources, aligning with the SFDC COE roadmap. Provide continuous support for the evolution of Salesforce; act as a Subject Matter Expert in projects, ensuring alignment with CNB's Salesforce strategy. Execute and coordinate UAT testing, collaborating with SFDC COE teams on defect resolutions. Serve as the main contact for day-to-day support of Salesforce users, addressing questions, managing access requests, and identifying and resolving issues. Develop and optimize the knowledge base and training materials for the support team and business users to reduce case volume and avoid recurring issues. Create and maintain custom reports and dashboards tailored for various teams. Implement processes to ensure the integrity of the Service Cloud. Communicate project status updates and milestone achievements to management and key business stakeholders. Perform other relevant duties as required. WHAT DO YOU NEED TO SUCCEED? Required Qualifications Bachelor's Degree or equivalent. At least 6 years of experience in a technical support and/or customer service role. Minimum 4 years of experience in business/data analytics. At least 3 years of experience in a Salesforce-related position or relevant Salesforce Certification. Additional Qualifications Salesforce Certified Administrator Certification. WHAT'S IN IT FOR YOU? Compensation Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skill set, experience, and location. This role is eligible for bonuses and/or commissions. Benefits and Perks Comprehensive healthcare coverage, including Medical, Dental, and Vision plans, available the first of the month after your hire date. Generous 401(k) matching contributions. Career Development through Tuition Reimbursement and other training resources. Generous Time Away benefits including vacation, sick leave, and volunteer days. Specialized health and family planning benefits including fertility assistance and support for chronic conditions. Career Mobility assistance from a dedicated recruitment team. Colleague Resource Groups to promote networking and community engagement. ABOUT US City National Bank has always gone above and beyond to support our clients, colleagues, and communities. Founded in 1954 by entrepreneurs for entrepreneurs, our commitment to integrity, community, and exceptional client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's premier diversified financial services firms. Learn more about our dynamic company culture. INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is dedicated to creating an inclusive environment where diversity is celebrated. We are an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Note: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continuing employment. Violators of this law may face criminal penalties and civil liability. These are basic qualifications for the position. To be considered, you must meet these requirements. Applications are accepted on an ongoing basis until the position is filled. Unless indicated otherwise, reporting to a designated City National location is essential for this role.

Created: 2026-03-13