I'm a Salesforce Business Analyst. I work on service operations, case management, and the processes underneath them.
I'm Jay Steele, a process-first Business Analyst based in Bloomington, IN. I spend my time understanding how work actually happens across people, systems, data, and decisions, then confirming the pillars that separate a clean Salesforce delivery from a stalled one. The work I know best is customer care and contact centers, service teams and case management, and violation and exception workflows. Mostly Service Cloud and case routing. It shows up across industries, so it is a starting point rather than a filter on who I work with.
Where this comes from
I spent over three and a half years at Progress Residential, moving from Business Application Analyst into Technical Systems Analyst and then Operational Efficiency Analyst, working across Salesforce Service Cloud, case management, and workflow improvement. Partway through my time there, I took over a Salesforce case transformation project after the original owner left, and drove it to completion - the same project behind the HOA Violation Workflow case study on this site. Progress leadership reported that the work improved operational efficiency by roughly 20% across the workflows involved.
Before that, I spent over seven years at Indiana University Bloomington across Business Analyst, Product Manager, and Data Manager roles, the long internal foundation where I first learned requirements gathering, process mapping, and stakeholder alignment.
Earlier still, I worked in customer-facing financial services as a Customer Relationship Team Lead at Regions Bank, in a high-volume, process-consistency-driven environment. That's where I built the habits that still shape how I approach every engagement today. Accuracy, follow-through, client service.
I'm also currently working toward my Lean Six Sigma Yellow Belt, which fits naturally with how I already work: understand the current process, find the root cause, cut waste, and make improvements that the people actually doing the work can use.
I hold a B.S. in Management and Entrepreneurship from the Indiana University Kelley School of Business.
This is the background behind the nine-pillar framework, built from real, sourced situations, not classroom theory.
Certifications
- Salesforce Certified Platform Administrator
- Salesforce Certified Business Analyst
- Salesforce Certified Platform Foundations
- Certified GPT Specialist
- CompTIA Project+
- Trailhead Triple Star Ranger - 372 badges, 150,000+ points
- Lean Six Sigma Yellow Belt (in progress)
Process-first, not tool-first
I don't jump straight to a technical build. The work starts with confirming the pillars, ownership, root cause, current state, and system diagnosis, before it moves into requirements, scope, or implementation support.