• Collaborate with stakeholders and product managers to analyze, understand, and enhance employee productivity and end-user effectiveness • Gather, analyze, and document functional and technical requirements for new projects, enhancements to existing solutions, and production issues • Create business process models using best practice techniques • Create and maintain detailed documentation, including business requirements documents, functional specs, user manuals, and JIRA stories • Define and implement system enhancements that align with business goals • Work with technical teams to design solutions that meet business needs • Develop test cases and conduct unit and integration testing • Develop, deliver, and present end-user training materials to Salesforce users • Research production system issues and resolve user problems • Help manage the backlog of production issues and enhancement requests • Perform application configuration activities primarily in Salesforce and other supporting Force.com applications • Act as a liaison between business stakeholders and IT