Position: Senior Business Analyst, Salesforce

Location: London, Ontario

Position Type: Full-time, 3-year renewable contract.

Hiring Range: $85,309 - $ 106,636

Application Deadline: Thursday, July 24, 2025, at 11:59 PM.

About Ivey Business School:

Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lūnaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located. This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

Ivey Business School (www.ivey.ca) at Western University (www.uwo.ca) is Canada’s leading provider of real-world, case-based business education. Drawing on extensive research and business experience, Ivey’s faculty provides the best classroom experience, equipping students with the knowledge, skills, and capabilities they need to confidently take on today’s leadership challenges and opportunities through Case-Method Learning. Ivey offers undergraduate and graduate degree programs, as well as Executive Education at campuses in London, Toronto, and Hong Kong.

The IT department at Ivey Business School plays a pivotal role in shaping the institution's technological landscape, engaging in exciting and innovative activities. Ivey’s IT professionals are at the forefront of ensuring that students, faculty, and staff have access to the best technologies and services. They create and maintain advanced educational platforms, enabling remote and hybrid learning, while also enhancing in-person classroom experiences through interactive tools and digital resources.

Position Overview:

The Senior Business Analyst is a solution-oriented, strategic thinker possessing a robust combination of system design, business process, and Salesforce expertise. In their role, they play a pivotal part in managing the stakeholder consultation process necessary for the successful planning, designing, building, testing, and support of intricate IT challenges, particularly within Salesforce.

Demonstrating expertise in Salesforce, they actively participate in company-wide strategic projects, focusing on solutioning within enterprise platforms to address both current and future needs. Applying strong project management skills, they assist stakeholders in designing high-quality technology solutions, from requirements gathering to user support. Through building strong relationships with internal stakeholders and external vendors, the Senior Business Analyst offers specialized and informed insights crucial in selecting new technology solutions and refining existing ones. Their knowledge allows them to manage vendor agreement discussions and negotiations, fostering trust and inspiring internal stakeholders to regularly review and optimize their IT business solutions.

Continuously researching new technologies and approaches, the Senior Business Analyst ensures that Ivey’s technology solutions remain modern and optimized to provide the best experience for all stakeholders, including students, staff, faculty, alumni, and corporate partners. They excel in a highly collaborative team that employs an agile approach to workload management.

Responsibilities:

Technology solution design and implementation

• Solution design and implementation – primarily focused on salesforce, across multiple projects, involving cross-functional groups, departments, and external vendors.
• Perform complex business and system analysis work to optimize business processes through designing and implementing end-to-end user centric solutions supporting business requirements.
• Document and develop detailed diagrams of current state business problem, user stories and requirements as it relates to the overall solution, as well as the supporting applications and interfaces, identify gaps, and discover new opportunities for automation.
• Translate functional business problems into technical requirements and well-architected end-to-end solutions that align with industry best practices and support business goals.
• Research and promote business workflow and technology discussions and make appropriate recommendations to improve efficiency and end-user experience.
• Create and present proposed solution designs clearly via diagrams, presentations, and verbally to the IT team business stakeholders.
• Partner with business stakeholders to analyze the current workflows identifying opportunities for improvement from an experience perspective.
• Facilitate requirement gathering sessions, solution proposal presentations, feature demonstrations, and support end user acceptance testing sessions with customers.
• Propose solutions that optimize Salesforce system performance, increase adoption of Salesforce Lightning, and improve user experience.
• Provide thought-leadership to business partners by recommending innovative features, products, and technologies that should be introduced into the product roadmap which aligns to business vision and goals.
• Measure the productivity impacts, improvements, and other key metrics changes because of implementation of new processes and technologies.
• Perform post project go live support to ensure adoption and successful change management.
• Triage and support Tier 2+ inbound requests such as troubleshooting issues and bugs and identifying future enhancements to improve user experience.

Support of Ivey systems and users of those systems

• Offer and optimize the support options available for Ivey custom, off-the-shelf and 3rd party (cloud) solutions.
• Coach and mentor direct reports in triaging support requests, providing support and expertise for escalated issues.
• Ensure support is managed in line with SLA expectations.

Roadmap planning and system integration documentation –

• Contribution to IT Roadmap of Products and Services.
• Engage with managers, senior and executive staff in the business units to bring forward high level business technology opportunities.
• Explore and propose innovative technology opportunities.
• Collaborate on creation of and priority setting for projects on the I.T. roadmap.
• Collaborate on the development of the IT Roadmap of Products and Solutions.
• Maintain documentation of relevant aspects of the IT Systems Map and integrate the documentation with other areas of IT.

Qualifications:

Education & Experience

• 5 – 7 years of experience as a Business Analyst or Business Systems Analyst with increasing levels of responsibility.
• Completion of an undergraduate degree or college diploma in a related field.
• 5+ years of in-depth, hands-on experience with consultation, design, and documentation of enterprise scale Salesforce solutions.
• Ability to understand business requirements and convert them into solution designs.
• Previous Sales Cloud experience.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Deep understanding of how systems and automation support end-to-end business processes.
• Excellent time management, communication, presentation, and interpersonal skills.
• Experience with agile-scrum methodologies.

Desirable but not required

• Certified Salesforce Administrator, App Builder, Sales Cloud Consultant, or CPQ Specialist.
• Familiarity and experience working in a variety of business solutions. Experience working with higher education specific solutions is an asset, as is familiarity with Ivey’s current platform solutions, but not required.
• Understanding of Salesforce Lightning Experience with previous experience designing solutions for Lightning Experience.

Skills & Abilities

• Expertise in the integration of on-premises and cloud-based solutions, particularly with Salesforce platforms including Education Cloud, Commerce Cloud, Sales Cloud, Support Cloud and Pardot.
• Demonstrated ability to provide direction and mentorship of developing team members.
• Demonstrated leadership of multi-department and cross-functional project teams delivering technology solutions.
• Ability to recognize opportunities outside of scope of responsibility and take initiative to engage managers and senior Ivey leaders.
• Ability to provide leadership to stakeholder teams in developing high quality solutions.
• Proven track record of business process analysis, mapping, and documentation for multi departmental and cross-functional teams.
• Demonstrated design and documentation of functional requirements, use cases and acceptance criteria.
• Proven ability to evaluate 3rd party software against business needs.
• Ability to manage vendor relationships for successful implementations including exceptional negotiation skills.
• Expert-level experience and in-depth knowledge of Business Data Modeling; demonstrated familiarity with SQL and relational databases.
• Proven ability to make sound decisions based on experience and the information at hand.
• Track record of working independently as well as collaboratively on a team, keeping all members and stakeholders well-informed about both positive and negative situations.
• Excellent written and verbal communication; influencing and presentation skills.
• Lifelong learner with the drive to explore and adapt to new technologies.

What We Offer:

• Flexible or hybrid work plans for many roles
• A collaborative and engaging work culture
• Opportunity to join a community of people-focused professionals
• Market competitive compensation with annual increases available
• Generous benefits package with employer-paid premiums, including a comprehensive Health and Dental Plan, Health Care Spending Account, short- and long-term disability programs, no waiting period required.
• Enhanced mental health benefits coverage and resources.
• Life and AD&D insurance for you and your family.
• Out-of-country travel insurance.
• Employee and Family Assistance Program.
• Pregnancy and Parental top-up leave program.
• A generous group retirement savings plan with 7.5% employer contributions.
• Vacation starting at 15 days per year plus 2 paid Ivey Personal Days.
• Paid time off during the School’s December holiday closure.
• Numerous campus-wide arts, culture, and sport events.
• Supports for professional development and career progression opportunities.

Equity, Diversity, and Inclusion at Ivey

Ivey Business School is committed to Equity, Diversity, and Inclusion. Please explore Ivey’s EDI homepage for more information on Ivey's commitment to EDI, to read about Ivey’s progress in the EDI Update, and to meet Ivey’s EDI Advisory Council members.

Ivey Business School invites applications from all qualified individuals. Ivey is committed to employment equity and diversity in the workplace, and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodation
Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any accommodations in order to participate fully in our recruitment experience. Please contact us at hr@ivey.ca to notify us of any needs related to completing the job application, and/or throughout the recruitment process.

Application:

If you're excited about joining Canada's leading business school and meet the qualifications, please submit your resume and cover letter via the Ivey Careers page by the application deadline.

• Please note only selected candidates will be contacted.