A public transport organisation uses Salesforce as its reference CRM platform for Customer Care and B2B operations. This senior Salesforce Functional Analyst role covers Salesforce Service Cloud RUN, Sales Cloud, and a project to automate customer requests for delay certificates, with responsibility for requirements analysis, user testing, release management, and user adoption.
The mission
Service Cloud handles customer Cases from contact forms and email, enriches records with data from other sources, and provides dashboards and KPIs for Customer Care. The platform is already in production, so the work combines operational stability, functional support, and controlled evolution rather than a new implementation. The automation stream maps current delay-certificate processes, defines business rules and automated journeys, and connects the required data sources for validation. Its outcomes include reduced manual processing, consistent handling, and measurable service performance.
Your scope runs from business analysis through configuration and adoption. You will lead workshops, turn requirements into user stories and functional specifications, configure Service Cloud changes, and maintain documentation. You will validate development work and coordinate SIT and UAT testing, including user testing before releases. You will also manage the functional backlog, support business users, and coordinate with development, architecture, and operations teams as part of Salesforce Service Cloud and Sales Cloud support.
Your responsibilities
- Translate business needs into prioritised Service Cloud requirements, user stories, and functional specifications.
- Design and configure Salesforce processes for Customer Care and the automated handling of delay-certificate requests.
- Coordinate functional testing, SIT, UAT, and user testing to confirm that delivered changes meet business requirements.
- Prepare releases, track dependencies, maintain operational documentation, and support controlled deployment.
- Resolve functional incidents, assess corrective maintenance requests, and keep the Salesforce backlog aligned with business priorities.
- Facilitate workshops, deliver user training, and support business users during adoption of new processes and features.
Your profile
Essential skills
- Senior-level experience as a Salesforce Functional Analyst or Salesforce consultant, with practical knowledge of Service Cloud.
- Ability to analyse Customer Care processes involving Cases, contact forms, email exchanges, data enrichment, dashboards, and performance indicators.
- Capability to translate requirements into functional designs and configure Salesforce changes across Service Cloud and Sales Cloud.
- Strong functional testing experience, including SIT, UAT, user testing, and validation of development work.
- Experience with release management, backlog prioritisation, incident analysis, and coordination with development, architecture, and operations teams.
- Clear communication skills, with the ability to facilitate workshops, document decisions, and deliver user training to business stakeholders.