Senior Specialist – Salesforce Service Cloud Business Analyst

Senior Specialist – Salesforce Service Cloud Business Analyst page is loaded## Senior Specialist – Salesforce Service Cloud Business Analyst remote type:
Remote locations:
G  - United Kingdom - United Kingdom time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 6, 2026 (28 days left to apply) job requisition :
R382359

Job Description

Role Overview We are seeking a Salesforce Service Cloud Business Analyst to join our Global Technology Team. Reporting directly to the Technology Service Cloud Owner, this role is a trusted advisor to business stakeholders and plays a key role in translating service strategy into effective Salesforce delivery.

The role is responsible for day-to-day analysis and delivery execution across our Global Technology Service Cloud, with a primary focus on Case Management, Work Orders, Partner Experience Cloud, and end-to-end service processes. The role operates within the strategic direction, prioritisation, and governance set by the Technology Service Cloud Owner.

While this role has primary execution responsibility for Service Cloud delivery, it maintains working capability across all core Salesforce objects, including Assets, Warranty, Orders, and Install Base, and partners closely with the Technology Field Service Cloud Lead to ensure cohesive, end-to-end solutions.

This is a commercial, functional Business Analyst role, focused on business process, user experience, adoption, and value delivery.

Service Cloud Analysis & Delivery
* Act as the primary Business Analyst for Technology Service Cloud, with a focus on Cases, Work Orders, Partner Experience Cloud, and service lifecycle processes
* Collaborate with business stakeholders to identify requirements and translate them into scalable Salesforce solutions, clearly articulating the
* why* and
* how
* * Manage the Technology Service Cloud Jira backlog, including analysis, refinement, and prioritisation, in alignment with the Technology Service Cloud Owner
* Design, document, and support configuration across Technology Service Cloud, ensuring alignment with related Salesforce objects and downstream impacts
* Act as the primary functional escalation point for Technology Service Cloud–related requests, issues, and defects, triaging and escalating to other teams as required

Enhancements, Rollouts & UAT
* Facilitate requirements workshops and create user stories, acceptance criteria, and supporting documentation
* Lead User Acceptance Testing activities for Technology Service Cloud scope, including test planning, coordination, execution support, and defect management
* Support global rollouts, enhancements, and post-go-live hypercare activities
* Partner with the Technology Service Cloud Owner, Product Owners (where applicable), and technical teams to support solution design and delivery

Adoption & Enablement
* Champion user adoption and Salesforce best practice within Technology Service Cloud
* Identify opportunities to improve efficiency through process improvement and automation
* Support training and enablement activities by providing functional input, validation, and subject matter expertise
* Act as a point of escalation for Technology Service Cloud–related process or usability issues

Cross-Domain Collaboration
* Maintain working knowledge across all Salesforce Technology Service Cloud–related objects, including Assets, Warranty, Orders, Case Management, and Install Base processes
* Partner closely with the Technology Field Service Lead to assess cross-object impacts and ensure cohesive, end-to-end solutions across service and field operations
* Collaborate with Commercial (Sales Cloud) and IT teams to ensure alignment across customer, service, and commercial processes
* Engage with the Reporting and Dashboards team to provide functional input and validate requirements, ensuring reporting accurately reflects service processes and outcomes
* Provide coverage and functional support across domains during peak delivery periods or planned leave, as required
* undefined

Skills & Experience Essential
* Strong experience as a Salesforce Business Analyst, particularly within Service Cloud
* Proven ability to translate business needs…