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 relati…