Business Analyst — Information Technology

Trident Solutions | Plano, TX (Hybrid) | Full-Time

About the Role

We’re hiring a Business Analyst to sit at the intersection of our business teams and our technology stack. You’ll work directly with sales, customer service, operations, and finance leaders across our brands to understand how work gets done today, define how it should work tomorrow, and drive the requirements, configuration, testing, and adoption that get us there.

Salesforce is a core part of this role. We run Salesforce Service Cloud with Amazon Connect for our customer service organization, and our roadmap includes a customer self-service portal, expanded CRM adoption, and deeper integration with our ERP. You’ll be the person who translates what the business needs into clear requirements and working Salesforce solutions — partnering with admins, developers, and vendors to deliver.

This is a hands-on, high-visibility role on a small, fast-moving IT team. You’ll touch a wide range of initiatives — CRM, ERP, warehouse and shipping systems, AR/AP automation, reporting, and process improvement — and you’ll have real ownership from day one.

What You’ll Do

• Requirements & process analysis — Facilitate discovery sessions with stakeholders across brands to elicit, document, and prioritize business requirements, user stories, and functional specifications.
• Salesforce ownership — In addition to supporting daily administration tasks, you’ll serve as the primary business analyst for Salesforce Service Cloud and related initiatives — gathering requirements, designing solutions with flows, custom objects, validation rules, reports, and dashboards, and coordinating configuration, testing, and deployment.
• Process improvement — Map current-state processes, identify inefficiencies and gaps, and propose practical improvements — including where systems, automation, or better data can eliminate manual work.
• Testing & quality — Write test plans and acceptance criteria, coordinate UAT with business users, and ensure solutions work before they go live.
• Change management & adoption — Build training materials, lead end-user training, and act as the voice of the business through rollout and stabilization to drive adoption.
• Cross-platform projects — Support projects across our broader stack — ERP (Infor VISUAL), EDI, warehouse and shipping systems, AP/AR automation, and reporting — bringing the same rigor in requirements and testing.
• Backlog & documentation — Manage enhancement backlogs, scope and prioritize requests with stakeholders, and keep documentation current so knowledge doesn’t live in anyone’s head.