Senior Salesforce & AI Service Cloud Analyst

Elsevier; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Group Health Insurance Policy

Group Life insurance/accident policy

Generous long-service awards

New Baby gift

Subsidized food provided

Casual Leave, Sick Leave, Privilege, M

Free Transport provided to and from

Country-specific benefits

Job summary

Elsevier in London is seeking a Salesforce Senior Business Analyst to perform moderately difficult research, design, and software development within the Salesforce ecosystem, focusing on Service Cloud, Experience Cloud, and AI-powered solutions such as Agent force and Einstein, to deliver high-impact process improvements.

You will partner with business and product teams to document current processes, identify automation opportunities, and craft future-state designs and acceptance criteria for

Qualifications

• Proven ability to model processes using BPMN and translate requirements into user stories.
• Experience with Salesforce Service Cloud and Experience Cloud; familiarity with Salesforce AI features is desirable.
• Hands-on Agile delivery experience and ability to facilitate workshops.
• Strong communication skills across all organizational levels and teams.

Responsibilities

• Document current processes, identify improvements, and design future-state workflows.
• Identify AI/automation opportunities to improve case resolution and self-service.
• Gather requirements, write user stories, and define acceptance criteria for Service/Experience Cloud.
• Maintain stakeholder expectations and raise issues to project managers as needed.
• Develop trusted advisor relationships with senior stakeholders on AI-enabled service solutions.
• Collaborate with tech teams to produce detailed stories for development and QA.
• Analyze existing systems and assess technical and business feasibility for AI options.

Skills

BPMN modelling

Requirements elicitation

Salesforce Service Cloud

Salesforce Experience Cloud

Salesforce AI capabilities

Workshop facilitation

Strong communication

Agile, Scrum, Kanban

Full SDLC experience

Lead-to-Cash / CS processes

Data analytics & tools

Tools

Jira

Confluence

Slack

Microsoft Office

Microsoft Teams

Job description

Elsevier in London is seeking a Salesforce Senior Business Analyst to perform moderately difficult research, design, and software development within the Salesforce ecosystem, focusing on Service Cloud, Experience Cloud, and AI-powered solutions such as Agent force and Einstein, to deliver high-impact process improvements.

You will partner with business and product teams to document current processes, identify automation opportunities, and craft future-state designs and acceptance criteria for