Principal Analyst, IT

SCOOT PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

SCOOT PTE. LTD. in Singapore is seeking a Salesforce-focused professional to partner with business stakeholders, translate needs into actionable requirements, and design scalable solutions within Service Cloud and connected systems.

The role encompasses security remediation, delivery, testing and production support, plus AI-driven automation and ongoing vendor management to ensure governance, reliability and business value.

Responsibilities

• Business analysis and stakeholder partnership to translate needs into prioritized requirements, user stories, acceptance criteria and business rules.
• Salesforce engineering and solution design, including data models, flows, Apex and integrations.
• Platform security and audit remediation with secure development practices and compliance.
• Delivery, testing and production support with backlog shaping, Agile ceremonies and release readiness.
• AI, automation and continuous improvement roadmap integration within Salesforce and connected systems.
• Capability development and vendor management, standards and RFQ/RFP support and governance.

Job description

Responsibilities

• 1. Business Analysis and Stakeholder Partnership

  Work directly with business stakeholders to understand problems, lead discovery and process analysis, and validate proposed solutions through prototypes and demonstrations across Service Cloud and connected systems.

  Translate business needs into prioritised requirements, user stories, acceptance criteria, process models and business rules, maintaining traceability through implementation and business acceptance.

  Assess solution options, business value, dependencies and change impacts, and align stakeholders on scope, priorities and design trade-offs.

  Maintain clear functional documentation and decision records, and support adoption through demonstrations, training, user guidance and feedback.

• 2. Salesforce Engineering and Solution Design

  Own functional and technical solution designs within enterprise architecture standards, selecting standard Salesforce capabilities, configuration or custom development according to business needs and maintainability.

  Configure and maintain Salesforce data models, objects, fields, record types, layouts, validation rules, approvals, reports and dashboards; build Flow automations that work reliably with custom code.

  Configure and enhance Service Cloud case management, service workflows and automation, maintaining reliable data flows with connected systems.

  Develop and maintain Apex classes, triggers and asynchronous processes, applying bulk processing, efficient SOQL queries, platform limits and robust error handling.

  Build and support API integrations with enterprise systems, covering data mapping, authentication, transaction handling and recovery from failures; prepare and validate data migration or correction routines where required.

  Write automated Apex tests covering expected behaviour, bulk operations, failures and access restrictions; review code and configuration changes for quality, security, reuse and technical debt.

• 3. Platform Security and Audit Remediation

  Assess recommendations from independent audits and security reviews, identifying functional impacts, technical dependencies and implementation options with business and security stakeholders.

  Implement agreed remediation by re-engineering Apex code, configurations, integrations, access controls and business processes to meet security and compliance requirements; escal… Validate changes through security checks, regression testing and business acceptance, preserving required functionality and providing implementation evidence for independent verification.

  Maintain secure development and least-privilege access practices across Service Cloud, in partnership with security and identity teams.

• 4. Delivery, Testing and Production Support

  Shape and prioritise backlogs with Product Owners, estimate engineering effort, facilitate Agile ceremonies, and coordinate delivery dependencies, risks, budgets and stakeholder communications.

  Execute technical, integration and regression testing, and coordinate business-led User Acceptance Testing, release readiness and change adoption.

  Manage source-controlled code and configuration across environments, and lead technical release preparation and deployment, including approvals, validation, release documentation and rollback or recovery procedures.

  Investigate production defects, failed automations and integration issues, perform root-cause analysis and deliver maintainable fixes while communicating business impact.

  Monitor solution performance, data quality and recurring incidents, and prioritise reliability improvements, security remediation and technical debt with platform owners.

• 5. AI, Automation and Continuous Improvement

  Develop a practical Salesforce and AI improvement roadmap, prioritising opportunities by business value, user impact, feasibility, data readiness and risk.

  Prototype, build and integrate appropriate Salesforce AI, generative AI and automation capabilities into business workflows, with human oversight, privacy, security and governance controls.

  Develop evaluation scenarios, validate AI outputs with business users, and monitor deployed capabilities for quality, reliability and business value, building practical AI engineering capability.

  Define success measures and track adoption, productivity, service quality and benefits realisation, using operational data and user feedback to guide improvements.

• 6. Capability Development and Vendor Management

  Mentor Business Analysts in analysis, process improvement, Salesforce delivery and stakeholder management; maintain shared standards, templates and playbooks.

  Share engineering practices with colleagues and partners, including secure Apex development, configuration standards, automated testing, code review and release discipline.

  Support RFQ/RFP preparation, requirements definition, vendor evaluation and commercial discuss