Principal Analyst, IT (Business Analysis)

Responsibilities

1. AI Vision, Salesforce Innovation and Value Realisation

• Develop and maintain a practical AI and Salesforce innovation roadmap aligned with Scoot’s business and people priorities.

• Identify opportunities to use generative AI, Salesforce capabilities, automation, analytics and intelligent workflows to improve productivity, service quality and employee experience.

• Assess and prioritise AI and Salesforce use cases based on business value, user impact, feasibility, data readiness, risk and implementation complexity.

• Explore relevant Salesforce capabilities, including CRM, Service Cloud, Experience Cloud, Marketing Cloud, Flow, Data Cloud, Einstein and other applicable platform features.

• Support the responsible adoption of Salesforce AI and automation capabilities, ensuring appropriate human oversight, governance, privacy and security controls.

• Define business cases, success measures and expected benefits for AI, Salesforce and digital transformation initiatives.

• Support proof-of-concept development, pilots and test-and-learn initiatives before wider implementation.

• Track adoption, performance and benefits-realisation metrics to ensure that AI and Salesforce investments deliver sustainable value.

2. Salesforce Business Analysis and Platform Delivery

• Act as the business analysis lead for Salesforce-related initiatives, enhancements, integrations and optimisation programmes.

• Partner with business stakeholders to understand and prioritise Salesforce requirements, user needs, pain points and opportunities for improvement.

• Translate business needs into Salesforce capabilities, user stories, process designs, acceptance criteria and implementation-ready requirements.

• Analyse and optimise Salesforce processes, including case management, service requests, workflows, approvals, communications, reporting and user engagement.

• Collaborate with Salesforce Administrators, Architects, Developers, Product Owners, integration teams and implementation partners to design effective solutions.

• Contribute to Salesforce solution design decisions, balancing standard platform functionality, configuration, customisation, integration and long-term maintainability.

• Ensure Salesforce solutions align with enterprise architecture, data governance, security, privacy and platform standards.

• Support Salesforce release planning, backlog management, regression testing and continuous improvement.

• Maintain clear documentation of Salesforce processes, data flows, business rules, configurations, integrations and impacts.

• Promote the adoption of Salesforce standard functionality and best practices to minimise unnecessary customisation and technical debt.

3. Business Analysis and Process Optimisation

• Partner with stakeholders to understand, document and prioritise business requirements for strategic and operational initiatives.

• Analyse current-state processes, systems, Salesforce capabilities, data flows and user journeys to identify inefficiencies, risks and improvement opportunities.

• Design future-state processes that are efficient, scalable, user-centric and aligned with Scoot’s operating model.

• Apply business process re-engineering, service design and workflow optimisation techniques to simplify ways of working.

• Identify opportunities to connect Salesforce with other enterprise platforms and operational systems.

• Convert complex business needs into clear requirements, solution options and actionable recommendations.

• Identify process dependencies, impacts, assumptions and risks across business, Salesforce and technology teams.

• Use data, stakeholder insights and operational feedback to support evidence-based decision-making.

4. Solution Design and End-to-End Delivery

• Lead the definition of functional requirements, Salesforce solution concepts, process models, data requirements and business rules.

• Collaborate with technology teams, Salesforce specialists, architects, vendors and Product Owners to design secure, scalable and maintainable solutions.

• Produce clear documentation, including business requirements, process maps, user journeys, Salesforce solution designs, functional specifications, integration requirements and decision records.

• Ensure proposed solutions are accessible and understandable to both business and technical stakeholders.

• Maintain traceability from business objectives and requirements through to Salesforce configuration, development, testing, deployment and benefits realisation.

• Coordinate business analysis activities across discovery, design, build, testing, deployment and post-implementation review.

• Identify opportunities to use APIs, automation, analytics and AI-enabled capabilities to enhance Salesforce and connected business solutions.

5. Agile Delivery and Project Coordination

• Facilitate Agile ceremonies, including sprint planning, daily stand-ups, backlog refinement, sprint reviews and retrospectives.

• Work with Product Owners and stakeholders to shape and prioritise Salesforce and digital product backlogs based on business value, user impact and delivery effort.

• Develop well-structured user stories with clear acceptance criteria and testable outcomes.

• Coordinate delivery across Salesforce administrators, developers, integration teams, testers, business users and external vendors.

• Monitor delivery progress, dependencies, risks, issues, decisions and changes.

• Support project planning, budget tracking, vendor coordination and stakeholder communications.

• Coordinate Salesforce User Acceptance Testing, regression testing, business readiness, training and deployment activities.

• Support Salesforce release management and ensure changes are properly assessed, tested, documented and communicated.

• Ensure delivery complies with applicable security, privacy, architecture, data and governance requirements.

6. Stakeholder Partnership and Change Enablement

• Build trusted relationships with business leaders, Salesforce users, subject matter experts, technology teams and external partners.

• Facilitate discovery workshops, process walkthroughs, Salesforce demonstrations and decision-making sessions.

• Communicate complex Salesforce, AI and technology concepts clearly to stakeholders with varying levels of technical knowledge.

• Align stakeholders on priorities, outcomes, trade-offs and decisions.

• Assess the people, process, data, Salesforce and technology impacts of proposed changes.

• Support adoption through communications, training, user guidance and feedback mechanisms.

• Promote effective Salesforce usage, data quality, process compliance and continuous improvement.

• Act as a change champion for new digital, Salesforce and AI-enabled ways of working.

7. Salesforce Governance and Continuous Improvement

• Contribute to Salesforce governance, including intake, prioritisation, release planning, change control and platform standards.

• Support the development and maintenance of a Salesforce product roadmap aligned with business priorities.

• Identify opportunities to improve platform adoption, data quality, user experience and operational efficiency.

• Monitor platform usage, user feedback, data quality and solution performance to identify improvement opportunities.

• Promote scalable Salesforce design principles, reusable components and standardised processes.

• Support the management of Salesforce technical debt, solution risks and architectural dependencies.

• Collaborate with platform owners to maintain a sustainable and future-ready Salesforce environment.

8. Business Analysis Capability Development

• Mentor and coach Business Analysts in structured analysis, Salesforce delivery, Agile practices, process improvement and stakeholder management.

• Establish and maintain standards, playbooks, templates and tools to improve the quality and consistency of Business Analysis practices.

• Develop guidance for Salesforce requirements, user stories, acceptance criteria, process mapping, testing and release readiness.

• Facilitate knowledge-sharing sessions on Salesforce capabilities, emerging technologies, AI use cases and delivery techniques.

• Promote the use of data, automation and AI-assisted tools to improve analysis productivity and quality.

• Build a culture of continuous learning, collaboration, accountability and outcome-focused delivery.

9. Procurement and Vendor Management

• Support RFQ and RFP activities for Salesforce, AI, technology and transformation initiatives.

• Prepare requirements, evaluation criteria, vendor response assessments and recommendation papers.

• Participate in vendor assessments, solution evaluations and commercial discussions where required.

• Coordinate with Salesforce partners and vendors to clarify scope, milestones, deliverables, service levels and acceptance criteria.

• Monitor vendor performance and ensure deliverables meet agreed requirements.

• Verify invoices and support timely processing in accordance with procurement and financial procedures.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering or a related discipline.

• Approximately 5–7 years of experience in business analysis, Salesforce delivery, digital transformation, process improvement, product delivery or project management.

• Demonstrated experience leading business analysis and delivery activities across the full initiative lifecycle.

• Practical experience with Salesforce implementation, enhancement, optimisation or platform transformation initiatives.

• Strong understanding of Salesforce capabilities, configuration concepts, data structures, workflows, automation, reporting and integrations.

• Experience working with Salesforce Administrators, Architects, Developers, Product Owners, users and implementation partners.

• Experience translating business needs into Salesforce requirements, user stories, process designs and acceptance criteria.

• Strong knowledge of business process analysis, process re-engineering, workflow optimisation and service improvement.

• Hands-on experience with Agile delivery methodologies and facilitation of Agile ceremonies.

• Demonstrated experience identifying and delivering practical generative AI, automation or intelligent workflow use cases.

• Working knowledge of AI platforms, large language model capabilities, prompt design, AI adoption and responsible AI practices.

• Ability to assess AI and Salesforce use cases based on value, feasibility, data requirements, risk and implementation readiness.

• Strong analytical, problem-solving, facilitation and communication skills.

• Demonstrated experience mentoring or coaching Business Analysts and improving BA practices.

• Experience supporting procurement, RFQ/RFP processes or vendor management is advantageous.

• Experience in aviation, travel, hospitality, people operations or other service-oriented environments is advantageous.