Salesforce Business Analyst

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence. 

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview

We are seeking an experienced Salesforce Business Analyst to join our team. The role will act as a critical bridge between business support stakeholders and the technical team. Your primary responsibility will be to ensure that Salesforce solutions align with the organization’s needs and support the overall roadmap. 

Primarily working with Service Cloud, Agentforce, Vonage and Experience Cloud, you'll focus on maximizing the use of these products and identifying any gaps that could improve our Salesforce utilisation. 

You'll be joining us at a dynamic time as we look to leverage your omnichannel expertise. We’re excited to integrate various communication methods into our business, including telephony and voice integration, live chat, ticket deflection, and knowledge management. 

What you will do: 

• Stakeholder Engagement: Collaborate with business stakeholders to understand their needs and document detailed requirements for Salesforce projects.
• Facilitation: Lead and facilitate requirement and solution workshops to gather insights and drive solutions.
• Operational Analysis: Study business functions to determine operational objectives, gather information, and evaluate output requirements and formats.
• Requirements Translation: Convert business requirements into functional specifications and process flows, analysing both the 'As is' and 'To be' landscapes to drive improvements.
• Support & Training: Provide support and training to end-users to enhance adoption and effectiveness of Salesforce solutions.
• Process Improvement: Work with support teams to identify process gaps, map out requirements, and propose solutions.
• Cost Estimation: Validate resource requirements and develop cost estimate models.
• Reporting: Create informative, actionable, and repeatable reports that highlight relevant business trends and opportunities for improvement.
• Sprint management: ticket prioritisation workshops to align expectations with the operations team

Who you are: 

• Salesforce certifications in both Salesforce Business Analyst and Salesforce Service Cloud Consultant.
• Proven experience as a Business Analyst with a strong understanding of Salesforce Service Cloud and Salesforce Experience Cloud functionalities and best practices.
• Experience with integrating third-party applications with Salesforce via API is a plus.
• Strong skills working with tools like JIRA for sprint and ticket management.
• Excellent analytical skills with the ability to translate business needs into technical requirements.
• Strong verbal and written communication skills, capable of interacting effectively with both technical and non-technical stakeholders.
• Hybrid working with 3 days per week in the office.

Why Planet :

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.