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Salesforce Business Analyst

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Date: 13-May-2022

Location: Mumbai, MH, IN, 400059 Dubai, AE Southampton, GB, SO16 7PX

Company: Lloyds Register


Role Purpose

Reporting into the Salesforce Product Owner, the Business Analyst will support the Salesforce Product Owner in ensuring that Salesforce Service & Case Management technology products and services fit the business needs of LR. Working closely with the Product Owner, the role will involve providing support to current products including improvement opportunities to products; closure of business incidents; improvements to business processes; analysis and document business requirements and support business adoption. The role will require a good understanding of the Salesforce and Service Cloud & Case Management landscape, talking to users (requirements gathering), producing specifications for improvements and liaising with our support partners to ensure the solution is delivered on time and to a standard.


Role Description

  • Actively monitor product capabilities and work closely with the Product Owner to ensure that product is delivering a good service
  • Have a good understanding of the overall product landscape including touch points with other products and third-party applications to provide effective support and suggest system and process improvements
  • Actively engage with the business stakeholders to seek new improvements and bring efficiencies to the current working processes to ensure that the capability remains consistent and fit for purpose with the changing business demand
  • Producing requirement specification to support new capabilities and work with our IT partners in the development and execution of product changes to ensure the timely delivery
  • Able to effectively work on Agile Principles (e.g. Scrum) within the Product Team for Business Projects, Internal Projects, Change and Unplanned Work
  • Conduct Quality assurance review of all implemented changes including traceability to requirements
  • Provide input for improvements and take an active part in regular meetings with IT partners to make sure risks are clearly identified with mitigation and issues are prioritised and escalated when needed
  • Work closely with other Product Owners and the Group IS community to keep abreast of changes, issues, workarounds, planned releases and to be able to communicate and interact with the user community
  • Ensuring that managers and stakeholders are kept informed about all relevant issues including performance reviews and areas including testing, changes, making recommendations for improvements and are communicated effectively across the globe
  • Provide support when needed, for the successful adoption of product capabilities
  • Be an effective ambassador of Group IS and ensure the ‘team player ethos’ and high integrity to ensure the LR Group succeeds
  • Support continuous improvement through feedback on existing processes, and proactively proposing process and template improvements
  • Responsible for ensuring change control and change management procedures are followed within the Product team as they relate to requirements
  • Provide reports to the Product Owner and other senior management on the performance of planned delivery
  • Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health
  • Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.Good knowledge of LR operational processes, products and services
  • At least 2 years’ experience in documenting requirements using Agile methodologies that are then used to produce functional capabilities​​​​​​


Technical / Professional Qualifications / Requirements

  • Experience in working on Salesforce and Service Cloud and Case Management projects/programs is desirable
  • Experience in supporting system and process change, supporting the development of risk mitigation activities and supporting the building of technology readiness
  • A sound approach to problem solving and evidence of system thinking with good communication and diplomacy skills to guide and persude at all levels to help others across a variety of cultures to move towards common goals and vision
  • Excellent communication and influencing styles, both written (clear and concise) and verbal (simple that translates easily), English is essential.
  • Ability to establish and maintain strong relationships at all levels and with a variety of stakeholders.
  • Team player and able to work collaboratively with stakeholders at all levels
  • Ability to work effectively with global and remote teams being able to travel when required to meet area requirements as well as working with different time zones occasionally adapting working hours to other areas time zones
  • Degree or business qualification and experience of working with integrated application environment in a DevOps framework is desirable.



Job Segment: Business Analyst, QA, Quality Assurance, Technology, Quality