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Job Ad – Salesforce Business Analyst

Location: Skopje

Department: International Digital Services (IDS)

Reports to: Product Owner, Salesforce CRM

Scope: Global role supporting Member Associations across 3+ continents

JD-Business Analyst Salesforce-…

About the Role

We are looking for a Salesforce Business Analyst to help drive the global development and optimisation of our Salesforce CRM platform, supporting more than 40 Member Associations and contributing to over €50M in annual income. In this role, you will act as the bridge between operational teams, technical experts, and implementation partners—ensuring high-quality requirements, harmonised fundraising processes, and smooth delivery of CRM enhancements.

You will play a key role in strengthening CRM capabilities across the federation through documentation, training, user support coordination, and continuous improvement initiatives.

Key Responsibilities

• Gather and document business requirements; translate them into user stories and functional designs.
• Map, standardise, and optimise donor lifecycle and fundraising processes across Member Associations.
• Provide second-level functional support and help resolve CRM issues.
• Prepare and execute test scenarios; coordinate UAT and support release readiness.
• Maintain up-to-date documentation, user guides, and training materials.
• Support data quality initiatives, validation rules, and adherence to global CRM governance.
• Collaborate closely with Product Owner, Product Advisor, Developers, PMs, PSP vendors, and Member Associations.
• Contribute to monitoring, reporting, and ongoing CRM service improvements.

Your Profile

Education & Experience

• Master’s degree in Information Systems, Business Administration, or similar (Bachelor’s with relevant experience accepted).
• 5–8 years of experience as a Business Analyst in Salesforce or comparable CRM.
• Experience with donor/supporter lifecycle or fundraising processes preferred.
• Background in international or federated organisations is an advantage.

Technical Skills

Essential – Advanced:

• Requirements engineering, process analysis, functional documentation
• Salesforce configuration (objects, fields, flows, validation rules)
• Ability to read Apex logic / LWC
• Data modelling and lifecycle mapping
• Testing planning and execution
• Understanding of payment workflows & PSPs
• Essential – Intermediate:
• Salesforce security model
• Reporting & dashboards
• Data imports/updates
• API basics & system integrations
• Desired: Fundraising tools, GA4, tag managers, Digify–Salesforce integrations

Languages

• English (C2) – both essential for global coordination.

Competencies

• Strong analytical and solution-oriented mindset
• Excellent communication and stakeholder coordination
• Collaborative, adaptable, and able to work across cultures and time zones
• Results-driven, innovative, and committed to continuous improvement

Please send your CV and Cover Letter to the following email address:  [најави се за да го видиш е-маилот]