Senior Salesforce Business Analyst

Responsibilities

• Lead end-to-end Salesforce initiatives for public sector clients — from business analysis and requirements gathering to solution design, testing, and implementation.
• Collaborate with cross-functional teams including public sector business users, developers, solution architects, and project managers to deliver scalable and high-quality Salesforce solutions that meet stringent public service requirements.
• Translate public sector business needs into clear, actionable technical requirements, ensuring alignment between policy objectives, service delivery goals, and technical outcomes.
• Conduct stakeholder workshops, discovery sessions, and gap analysis with central and local government bodies, health services, and other public sector organisations to identify opportunities for CRM improvements, process automation, and enhanced citizen engagement.
• Serve as the primary liaison between public service teams and technical teams, ensuring effective communication and collaboration throughout the project lifecycle while maintaining awareness of public sector governance and compliance requirements.
• Partner with the Salesforce technical team to validate solutions, manage change requests, and ensure adherence to best practices and public sector standards.
• Develop use cases, process flows, and functional documentation that guide system configuration, support regulatory compliance, and enable future enhancements across public service delivery channels.
• Champion Salesforce platform adoption through training, user support, and continuous process optimization tailored to public sector users and workflows.
• Stay up to date with Salesforce releases, emerging technologies, public sector digital strategies, and industry trends to propose innovative solutions that drive value for citizens and public service organisations.

• 5+ years of experience as a Salesforce Business Analyst, with proven experience on large, complex Salesforce implementations, ideally within public sector or regulated environments.
• Thorough experience in writing acceptance criteria related to functional and non-functional requirements, business processes, features, user stories and business rules.
• Deep understanding of Salesforce Sales Cloud, Service Cloud, and other key Salesforce modules, with particular emphasis on citizen service delivery and case management.
• Understanding of public sector solutions including experience with or knowledge of Salesforce Public Sector Solutions, government service delivery models, and citizen engagement platforms.
• Strong grasp of public sector business processes (citizen services, case management, multi-agency collaboration, regulatory compliance, service requests).
• Excellent requirements gathering, documentation, and stakeholder management skills, with experience managing diverse stakeholder groups across public sector organisations.
• Ability to analyse complex business problems within the context of public service delivery and recommend effective Salesforce-based solutions that meet accessibility and inclusion requirements.
• Experience working in Agile environments and familiarity with tools such as Jira, Confluence, or similar.
• Salesforce certifications (e.g., Salesforce Certified Administrator, Business Analyst, or Sales/Service Cloud Consultant) preferred.
• Exceptional communication, facilitation, and presentation skills with the ability to engage effectively with public sector stakeholders at all levels.
• Experience working with government agencies, healthcare organisations, or other public sector clients is highly desirable.
• Understanding of data migration, integration, and analytics within the Salesforce ecosystem, particularly relating to public sector data governance and privacy requirements.
• Proven ability to lead workshops and influence decision-making at senior levels within public sector organisations.
• Knowledge of Salesforce Omni Studio (formerly Vlocity) features.
• Knowledge of Salesforce Public Sector Solutions and their application in government service transformation.

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