Salesforce Business Analyst

About the Role

We’re looking for an experienced Salesforce Business Analyst to play a key role in enhancing and supporting our Salesforce platform, with a strong focus on Service Cloud and finance-related processes within a housing association environment.

You’ll act as the bridge between the business and technical teams, ensuring Salesforce solutions meet the needs of frontline services, finance teams, and wider organisational objectives. This role is ideal for someone who understands the complexities of social housing and enjoys translating real-world challenges into practical, user-focused Salesforce solutions.

Key Responsibilities

• Work closely with service, finance, and operational teams to gather, analyse, and document business requirements
• Translate business needs into clear functional specifications, user stories, and process maps for Salesforce delivery
• Lead discovery workshops and stakeholder engagement sessions across housing, customer services, and finance functions
• Support the design and optimisation of Salesforce Service Cloud, including case management, omni-channel support, SLAs, and automation
• Analyse and improve finance-related processes, such as rent, arrears, invoicing, income management, and integrations with finance systems
• Collaborate with Salesforce Administrators, Developers, and external partners to ensure high-quality solutions are delivered
• Support UAT planning and execution, including test scripts, defect management, and user sign-off
• Ensure solutions align with regulatory, data protection, and housing sector best practice
• Contribute to continuous improvement of business analysis standards, documentation, and ways of working

Essential Experience & Skills

• Proven experience as a Business Analyst working with Salesforce
• Strong hands-on experience with Salesforce Service Cloud
• Experience supporting or delivering finance-related processes within Salesforce
• Background working in a housing association, social housing, or public sector environment
• Strong stakeholder management skills, with the ability to engage both technical and non-technical audiences
• Experience producing business requirements, user stories, process flows, and functional specifications
• Understanding of end-to-end service delivery and customer journey mapping
• Excellent analytical, problem-solving, and communication skills

Desirable Experience

• Salesforce certifications (e.g. Business Analyst, Service Cloud Consultant, Administrator)
• Experience integrating Salesforce with finance or housing management systems
• Knowledge of housing-specific processes such as repairs, tenancy management, rents, or customer services
• Experience working in Agile or hybrid delivery environments

Salary & Location

Salary: £50,000
Location: West Midlands, 3 days per week on site