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- Tasks: Join our team as a Salesforce Service Cloud Business Analyst and drive impactful service solutions.
- Company: Be part of a global technology team that values innovation and collaboration.
- Benefits: Enjoy flexible work arrangements, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by translating business needs into scalable Salesforce solutions.
- Qualifications: Experience in Salesforce Service Cloud and strong communication skills are essential.
- Other info: Dynamic role with opportunities for cross-domain collaboration and career advancement.
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.
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.
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.
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 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
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to Salesforce Service Cloud. Think about how your past experiences align with the role and be ready to share specific examples.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar!
We think you need these skills to ace Senior Specialist - Salesforce Service Cloud Business Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of a Salesforce Service Cloud Business Analyst. Highlight your experience with Case Management, Work Orders, and any relevant Salesforce projects you've worked on. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your experience with Agile methodologies and stakeholder engagement, as these are key for us.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles, especially in relation to Salesforce solutions. We love seeing candidates who can think critically and come up with innovative solutions to complex problems.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
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 will show that you can translate business needs into effective Salesforce solutions.
✨Master the Jira Backlog
Familiarise yourself with Jira and Agile methodologies, as these are crucial for managing the Technology Service Cloud backlog. Be prepared to explain how you would prioritise tasks and manage stakeholder expectations in a fast-paced environment.
✨Engage Stakeholders Effectively
Demonstrate your strong communication skills by discussing how you've engaged with stakeholders in the past. Share examples of how you’ve facilitated requirements workshops or led User Acceptance Testing (UAT) activities to ensure everyone is on the same page.
✨Show Your Process Improvement Mindset
Highlight your experience with process improvements and automation. Be ready to discuss specific instances where you've identified inefficiencies and implemented changes that enhanced user experience and adoption within Salesforce.
