Salesforce Business Analyst

Company Description
Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world's creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description
IT&S delivers technology strategy and solutions to our Dropbox business partners so they can work confidently, move fast, and scale effortlessly. We are the accelerator to the Dropbox business engine. We think of our team as a future-focused city planner for the Dropbox neighborhoods.We source, buildand implement the right technology solution, and fit it into exactly the right place so that everything meets the high bar that Dropboxers expect.

Role Description
The Salesforce Business analyst will have a demonstrable understanding of the business processes for Dropbox's CX (Customer Experience) function and will be considered a domain expert in the functionality of Salesforce Service Cloud. You will also be responsible for the full systems development lifecycle; from requirements gathering, to test case documentation, to assistance with trouble shooting production support issues. You will also serve as project manager for smaller initiatives built on or around, outside of the CX area (Sales Cloud, PRM).


  • Responsible for document business and functional requirements
  • Map functional requirements to features and functionality, and ability to work with technical teams to transform new requirements into design and implementation
  • In this role you will align, document and maintain critical business processes supporting our CX business
  • Critically evaluate information gathered from various sources, reconcile inconsistency and break down high-level information into details
  • Identify, gather and analyze the required data sets in context of the project, or the issue
  • Work with cross functional team to diagnose issues, document action plan and drive resolution
  • Supports testing cycles (UAT, regression, system) and/or Training/Training Materials
  • 5+ years in a dedicated Business Analyst role within
  • 2+ years implementing and supporting CX organizations on Salesforce Service Cloud
  • Possess a deep understanding of technical requirements, system configuration, user requirements and all related policies and procedures
  • Knowledge of APEX and Visualforce development
  • Experience with relational databases such as Oracle or SQL Server and data management tools
  • Strong documentation, prioritization and training skills
  • Excellent problem solving and analytical skills
  • Superb communication and interpersonal skills, accustomed to working in both large and small team environments
Benefits and Perks
  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off
  • Company sponsored tech talks(technology and other relevant professional topics)
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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