Business Analyst (Salesforce and Service Transformation) in London

£450 per day | Outside IR35 | 6-month contract

Programme: Open Front Door

Reports to: Technology Architect and Project Manager

About the Role

This isn't simply a Salesforce implementation. It's an opportunity to transform how people access and experience vital support. At Norwood, we've already taken an important step toward making our services easier to access. Through our Open Front Door programme, we've brought enquiries together through a single point of contact, supported by Salesforce and clear service standards. Now we're ready for the next phase.

We're looking for an experienced Business Analyst (Salesforce & Service Transformation) to lead the business analysis and help transform how our Children and Family Services manage referrals, assessments, support plans and ongoing service delivery. Currently, our teams work across Unite, spreadsheets and manual trackers. We're moving to Salesforce Nonprofit Cloud, creating a more connected approach to case management, with SharePoint supporting the management of case documentation.

Your role will be to bridge the gap between how services operate today and how they need to work tomorrow. You’ll spend time with frontline colleagues, understanding the realities of their work, identifying what needs to change and translating those requirements into clear, practical solutions for our Salesforce implementation partner. But your involvement won't end when the requirements are documented. You’ll stay close to delivery, from discovery and process design through to data migration, testing, training and go-live, ensuring the solution works for the people who will use it.

This is a six-month, outside IR35 assignment for someone who enjoys getting close to the detail, challenging assumptions and delivering change that makes a difference.

Who We Are Looking For

You’ll be an experienced, hands‑on Business Analyst who understands that successful technology transformation starts with understanding the people, processes and services behind the system. You’ll have delivered CRM or case management implementations from discovery through to go‑live, with strong practical experience of Salesforce. You’ll know your way around cases, queues, assignment rules, reporting and dashboards, and you’ll have the technical understanding to work confidently with an implementation partner, challenge proposed solutions and ensure requirements are properly understood.

Just as importantly, you’ll know how to work with people who aren’t technical. You’ll be comfortable sitting alongside frontline colleagues, asking the right questions and turning complex or inconsistent processes into clear requirements that both service managers and developers can understand. You’ll bring structure without unnecessary bureaucracy, recognising when detail is essential and when a pragmatic decision will keep delivery moving. You’ll also understand that a successful implementation isn’t measured simply by whether the system goes live, but by whether people can use it confidently and whether it improves how services operate. Experience within children’s services, social care, SEND, health or the charity sector would be particularly valuable, although strong transferable experience is equally welcome.

Your Day to Day

You’ll take ownership of the business analysis activity across the transformation, working closely with service leaders, frontline teams, the Technology Architect, Project Manager and Salesforce implementation partner. Your work will include:

• Discovery and process mapping: Work with Children and Family Services, Transition and Adult Services to understand existing workflows, identify gaps and agree future processes.
• Requirements and solution design: Translate service needs into clear business requirements, user stories, acceptance criteria and prioritised delivery backlogs.
• Salesforce implementation: Work closely with the implementation partner, challenging proposed solutions and ensuring the system meets agreed business requirements.
• End-to-end case management: Help design processes covering referrals, triage, assessments, support plans, appointments, therapy, courses, payments and onward referrals.
• Transitions and safeguarding: Ensure the solution supports young people's transitions into Adult Services, safeguarding oversight and appropriate access to sensitive information.
• Data migration: Define what needs to move from Unite and existing spreadsheets into Salesforce, including data cleansing, mapping and ownership.
• Document management: Work with the relevant teams to define how SharePoint documents connect with Salesforce, including structure, naming conventions and permissions.
• Reporting and insight: Define the dashboards, KPIs and management information needed to monitor service performance, outcomes and quality.
• Family self-service: Support the development of functionality that enables families to manage appointments, view service information and update their details.
• Testing and quality assurance: Develop and coordinate user acceptance testing, manage defects and ensure the solution is ready for implementation.
• Training and adoption: Develop practical training materials, support colleagues and help ensure the new processes become embedded in everyday working.
• Project governance: Maintain clear documentation, decision logs, risks and issues, providing regular progress updates and supporting effective change control.

You’ll be expected to balance the detail of business analysis with the pace and priorities of a live transformation programme.