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For Companies At a Glance
- Tasks: Analyse and deliver Salesforce Service Cloud solutions for global technology.
- Company: Join a leading global technology team with a focus on innovation.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Why this job: Be a key player in transforming service strategies into impactful Salesforce solutions.
- Qualifications: Experience as a Salesforce Business Analyst, especially in Service Cloud.
- Other info: Collaborative environment with a strong emphasis on user experience and process improvement.
The predicted salary is between 36000 - 60000 £ per year.
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.
What will you do?
- 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 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.
- 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.
- 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.
- 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.
Skills & Experience
Essential
- Strong experience as a Salesforce Business Analyst, particularly within Service Cloud.
- Proven ability to translate business needs into clear, scalable Salesforce solutions.
- Experience working with Jira, Agile delivery, and UAT coordination.
- Strong stakeholder engagement and communication skills across business and technical teams.
- Process-driven mindset with a strong focus on user experience and adoption.
Desirable
- Experience working in complex Salesforce environments with integrations.
- Salesforce Service Cloud certification (or working towards).
- Exposure to Sales Cloud, Assets, Warranty, Orders, Experience Cloud and Install Base–driven processes.
- Experience supporting global rollouts.
Senior Specialist - Salesforce Service Cloud Business Analyst in London employer: EyeBio
Contact Detail:
EyeBio Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Specialist - Salesforce Service Cloud Business Analyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the Salesforce community or related fields. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios specific to Salesforce Service Cloud. We recommend role-playing with a friend to get comfortable articulating your experience and skills.
✨Tip Number 3
Showcase your expertise! Bring along examples of your past work, especially any successful projects related to Case Management or Work Orders. This will help you stand out as a candidate who can deliver real value.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Specialist - Salesforce Service Cloud Business Analyst in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Salesforce Service Cloud. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Communication Skills: As a Business Analyst, strong communication is key. Use your application to demonstrate how you've effectively engaged with stakeholders in the past. We love seeing examples of how you’ve translated complex requirements into clear solutions.
Highlight Your Process-Driven Mindset: We’re looking for someone who’s all about improving processes and user experiences. In your application, share specific instances where you’ve identified inefficiencies and implemented successful changes. This will really catch our eye!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at EyeBio
✨Know Your Salesforce Stuff
Make sure you brush up on your Salesforce Service Cloud knowledge. Be ready to discuss specific features like Case Management and Work Orders, and how they relate to business processes. This shows you’re not just familiar with the platform but can also translate that into real-world solutions.
✨Master the Art of Communication
As a Business Analyst, you'll need to communicate effectively with both technical and non-technical stakeholders. Practice articulating complex ideas in simple terms. Use examples from your past experiences to demonstrate how you've successfully engaged with different teams.
✨Get Comfortable with Jira and Agile
Since this role involves managing a Jira backlog and working in an Agile environment, make sure you understand these tools and methodologies. Be prepared to discuss how you've used them in previous roles to enhance project delivery and stakeholder engagement.
✨Showcase Your Problem-Solving Skills
Be ready to tackle hypothetical scenarios during the interview. Think about how you would approach a service-related issue or a user adoption challenge. Highlight your process-driven mindset and how you’ve improved efficiency in past projects.
