Salesforce service cloud business analyst in CRM

We’re looking for an experienced Senior Salesforce Service Cloud Business Analyst to support a client engagement, helping to gather business requirements, optimise service processes and deliver effective Salesforce Service Cloud solutions. You’ll work closely with business stakeholders and technical teams, leading client workshops, translating business needs into functional requirements and supporting the implementation and optimisation of Salesforce Service Cloud. This is a hands-on business analysis role for someone with strong Salesforce Service Cloud expertise, who can independently lead workshops, manage stakeholders and confidently translate complex business requirements into practical solutions.

• Leading client workshops to gather, clarify and document business requirements
• Analysing existing business processes and identifying opportunities for improvement
• Translating business needs into clear functional specifications and user stories
• Designing and recommending Salesforce Service Cloud solutions aligned with business objectives
• Working closely with technical teams to support solution design and implementation
• Supporting the optimisation of Salesforce Service Cloud processes and functionality
• Facilitating discussions between business stakeholders and technical delivery teams
• Supporting testing, validation and user acceptance activities
• Ensuring stakeholder alignment throughout the project lifecycle
• Providing recommendations based on Salesforce Service Cloud best practices

• Strong hands-on experience with Salesforce Service Cloud, including its functionality, processes and best practices
• Proven experience working as a Senior Business Analyst within Salesforce environments
• Demonstrated experience independently leading client workshops and requirements-gathering sessions
• Strong business process analysis and improvement experience
• Experience translating business requirements into functional specifications and user stories
• Solid understanding of Salesforce Service Cloud solution design and implementation
• Experience collaborating with technical teams to deliver business solutions
• Excellent stakeholder management, communication and workshop facilitation skills
• Strong analytical and problem-solving abilities
• Confidence working independently and managing multiple stakeholder requirements

• Freelance
• Fully Remote
• Full-time
• Initial contract until 31st December
• November start