Principal Analyst, IT

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.

Skills

Stakeholder Analysis, Industry Stakeholders, Data Modelling, Cloud Security, API Management, Asynchronous Programming, Traceability, Business Process Improvement, Pre-Sales Demonstrations, Cloud Compliance, Solution Design, Enterprise Architecture, Liaise With Stakeholders, Release Engineering, Cloud Services, Build Automation