Senior Salesforce BA - Customer Ops & Automation

Certinia; Harrogate; Hybrid; GBP 48,000 - 64,000; Full time

Job summary

Certinia is seeking a Salesforce Business Analyst to join Customer Operations in Harrogate or remote, UK. The role focuses on understanding business strategy, translating requirements for Sales Cloud, Service Cloud, Experience Cloud, and PS Cloud, and driving improvements across Salesforce implementations.

You will work with stakeholders to document processes, design holistic solutions, and manage medium-sized projects with testing and change management.

Qualifications

• 3+ years experience as a business analyst, Product Owner or similar role on Salesforce.
• Understanding of business processes, specifically in services and support.
• Strong conceptual understanding and ability to document complex workflows clearly.

Responsibilities

• Support the implementation of the Customer strategy (a best in class Certinia & Salesforce implementation), by building relationships with Services, Customer Success, Support and Training; identifying business needs and improvement opportunities.
• Work closely with business stakeholders to understand core processes.
• Assist in overall solution architecture of Salesforce, delivering best practices aligned to outcomes.
• Own the requirements gathering process for Sales Cloud, Service Cloud and PSA.
• Translate requirements into clear documentation for a Salesforce administrator.
• Help define the requirements approach for the Salesforce Administrator team with artifacts and best practices.
• Create robust testing plans to ensure new features meet business requirements and do not break existing functionality.
• Coordinate with the business to ensure proper testing before deployment to production.
• Drive projects to completion, either supporting project management directly or leading small projects.

Skills

Salesforce

Business analysis

Process modeling

Requirements gathering

Stakeholder management

Sales Cloud

Service Cloud

Agile / Jira

Project delivery

Documentation

Tools

JIRA

Job description

Certinia is seeking a Salesforce Business Analyst to join Customer Operations in Harrogate or remote, UK. The role focuses on understanding business strategy, translating requirements for Sales Cloud, Service Cloud, Experience Cloud, and PS Cloud, and driving improvements across Salesforce implementations.

You will work with stakeholders to document processes, design holistic solutions, and manage medium-sized projects with testing and change management.