The posting
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; escalate constraints and proposed alternatives to the relevant risk owners.
- 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 discussions for Salesforce, AI and transformation initiatives.
- Coordinate vendor scope, milestones, service levels and acceptance criteria; monitor deliverable quality and performance, and verify invoices in line with procurement procedures.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Engineering, Business Administration or a related discipline, with approximately 5–7 years of relevant experience combining Salesforce development, business analysis and solution delivery.
- Hands-on experience implementing and supporting Salesforce Service Cloud, including configuration, case management, service processes, automation and connected data flows.
- Strong Salesforce platform skills in data modelling, Flow, validation rules, reports and dashboards.
- Proven Apex development skills, including classes, triggers, asynchronous processing, SOQL, bulk processing, platform limits, debugging and automated tests.
- Experience building and troubleshooting API integrations, including data mapping, authentication, error handling and operational support.
- Practical experience with Service Cloud security, including access controls and secure development, with the ability to assess audit recommendations and re-engineer code and processes to meet control requirements.
- Experience with version control, Salesforce deployment tooling, code review, release validation and production troubleshooting.
- Strong business analysis and process improvement skills, including stakeholder workshops, requirements, user stories, acceptance criteria and functional documentation.
- Experience leading Agile delivery, coordinating UAT and releases, and communicating priorities, dependencies and technical trade-offs to business and technology stakeholders.
- Demonstrated ability to mentor Business Analysts, establish delivery standards and collaborate with internal teams and implementation partners.
- Ability to learn and apply emerging AI engineering practices while retaining sound analysis, testing and security discipline.
