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Senior Salesforce Business Analyst
OmnidianCosta RicaSenior5+ years
Apply About Omnidian
Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience.
We are a certified B Corp that formed in the US in 2016 and have been growing globally since then. We expanded to Australia in 2022, acquired Solar Service Guys in Australia in 2025, and have opened up a new talent hub in Costa Rica in 2026. Be part of the "First Wave" experience! You would be a founding member of our Costa Rica team, helping us build a brand-new hub from the ground up.
Pura Vida is more than a slogan; it’s the peace of mind we provide our solar customers and the culture we are building together in San José and around the globe. Come join us!
The Job
At Omnidian, our technology is critical to our success, and the Salesforce Business Analyst is a vital link ensuring the evolution of our platforms. In this role, you will serve as the primary bridge between our Salesforce business users and our technical execution team, specifically focusing on the usability and growth of our Service Cloud environment.
Your mission is dual-focused: you will ensure the platform remains stable and intuitive through continuous business process improvements, while simultaneously leading high-impact projects that drive automation and operational efficiency across the organization.
What You'll Do
At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
1. Discovery & User Research
Conduct deep-dive discovery sessions with stakeholders, interviews, and "day-in-the-life" shadowing to understand user pain points.
Identify the root causes of operational friction rather than just documenting surface-level symptoms.
Translate complex business needs into clear, actionable user stories and functional requirements.
2. Solution Ideation & Collaboration
Partner closely with Salesforce Admins and Developers to brainstorm solutions that leverage out-of-the-box Salesforce functionality first.
Act as the voice of the user during technical design sessions to ensure the final product meets the actual business need.
Balance immediate "quick-fix" requests with long-term platform scalability.
3. Execution & Quality Assurance
Define acceptance criteria and lead the User Acceptance Testing (UAT) process.
Validate that delivered features solve the identified problems and don't introduce new regressions.
Create and maintain clear documentation for new processes and system enhancements.
4. Stakeholder Management & Communication
Manage the project backlog, providing clear updates on status, risks, and timelines to stakeholders.
Proactively communicate platform changes to the user base to ensure high adoption and minimal disruption.
Facilitate meetings between cross-functional teams to align on priorities.
Who You Are
Empathetic: You possess a genuine commitment to the user experience, driven by a desire to simplify processes and make our user’s workflows more usable and efficient.
Solution-Oriented: You go beyond simply identifying obstacles; you proactively arrive with effective ideas to resolve them.
Adaptable: You are comfortable pivoting seamlessly between immediate quality of life improvements and larger, more complex projects.
Experience You’ll Need
Salesforce Expertise: Minimum 5+ years of experience working specifically with Salesforce Service Cloud (Case Management, Knowledge, Omni-Channel, etc.).
User Research: Ability to get beyond what users ask for and understand what they actually need. Requires a balance of critical thinking, curiosity, empathy and analysis.
Analytical Rigor: Proven ability to perform root-cause analysis and think critically about business process flows.
Documentation: Strong skills in writing user stories (Jira and Aha!), process maps (Miro), and UAT scripts.
Communication: Exceptional verbal and written communication skills; ability to explain technical concepts to non-technical users.
Experience That’s a Plus
Certification: Salesforce Certified Administrator or Salesforce Certified Business Analyst
Logistics
Work-Life & Culture
Grow with Us
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.