About the position
ENVIRONMENT:
A highly strategic Technical Business Analyst who is driven by results, quality, and continuous improvement is wanted to join the high-performance team of a leading Asset Management Firm. You will act as a key bridge between stakeholders and delivery teams – leading discovery, research, and design activities with service users and leaders to identify effective and scalable Salesforce solutions. The ideal candidate will require Salesforce Certifcation(s) including Platform App Builder, Agentforce Service (Service Cloud) and/or Agentforce Specialist with at least 5 years’ experience working with Salesforce or a comparable CRM platform & strong hands-on experience with the Salesforce platform, including Agentforce Service (Service Cloud).
DUTIES:
- Add value across business, process, functional, and technical discussions, acting as a key bridge between stakeholders and delivery teams.
- Lead discovery, research, and design activities with service users and leaders to identify effective and scalable Salesforce solutions.
- Translate business needs into clear user stories, functional designs, and acceptance criteria.
- Design and contribute to Salesforce solutions across:
- User experience (Lightning Experience, page layouts, dynamic forms, awareness of LWC)
- Process automation (Flows, approvals, Agentforce capabilities)
- Data layer (data model design, data quality, storage considerations)
- Integrations across multiple systems and platforms
- Facilitate the creation of end-to-end customer and user journeys from inception through to delivery and adoption.
- Apply design thinking methodologies to ensure solutions are user-centric and aligned to strategic objectives.
- Advocate for design quality, usability, and architectural alignment within solution recommendations.
- Work closely with Developers to ensure functional designs are technically feasible, scalable, and aligned with platform standards.
- Take end-to-end ownership of the design and delivery of new features and enhancements.
- Contribute to platform governance, ensuring standards and best practices are defined, met, and maintained.
- Work in an Agile delivery environment, contributing to backlog refinement, sprint planning, and prioritization.
- Proactively identify opportunities where Salesforce can better support and enable service teams.
- Own user onboarding, training, and adoption, driving high levels of user satisfaction and platform usage.
- Stay current with Salesforce innovation and actively bring learnings and ideas into the organization.
- Support and mentor developing analysts where required.
REQUIREMENTS:
Qualifications –
- Salesforce Certification(s), including Platform App Builder, Agentforce Service (Service Cloud) and/or Agentforce Specialist.
Experience/Skills –
- A minimum of 5 years’ experience working with Salesforce or a comparable CRM platform.
- Strong hands-on experience with the Salesforce platform, including Agentforce Service (Service Cloud).
- Proven experience designing and configuring Salesforce solutions with strong declarative capability and solid technical awareness.
- Experience working in Agile methodologies, managing backlogs and supporting sprint-based delivery.
- The ability to independently run workshops and engage confidently with stakeholders at multiple levels.
- A high-level understanding of Artificial Intelligence concepts and how AI can be applied to improve analysis, design, and delivery outcomes.
- The ability to balance business needs, user experience, and technical sustainability.
- Experience spanning analysis, design, delivery, and adoption.
- Comfort managing multiple workstreams and adjusting priorities as needed.
- Previously worked in a Contact Centre environment, which is highly advantageous.
ATTRIBUTES:
- Strong analytical and problem-solving ability.
- A user-focused, collaborative mindset.
- Intellectual curiosity and a desire to continuously learn.
- A natural tendency to take ownership and drive outcomes.
- The ability to focus on what is important, not just what is urgent.
- The confidence to challenge ideas constructively and contribute to better outcomes.
Desired Skills:
- Agile methodologies
- Artificial Intelligence
- Business Analysis
- Delivery Management
- Salesforce
About The Employer:
A leading Asset Management Firm
