Senior Salesforce Business Analyst

Salary: £65,000 - 105,000 per year

Requirements:

• Proven experience in process modelling using the BPMN standard, eliciting business requirements, and translating them into clear user stories and acceptance criteria
• Hands-on experience with the Salesforce platform, including Sales Cloud and Service Cloud; working knowledge of, or strong interest in, Salesforce Agentforce and Data Cloud (Data 360)
• Working familiarity with AI and agentic concepts, including prompt engineering, retrieval-augmented generation (RAG), tool or function calling, and Model Context Protocol (MCP), sufficient to translate business needs into technical requirements
• Understanding of data architecture fundamentals, including data unification, identity resolution, and data quality, as they relate to grounding AI agents on trustworthy data
• Solid understanding of software development methodologies, platforms, and tools, including how AI and agentic components fit into the standard software development lifecycle
• Demonstrated ability to plan and facilitate small- to medium-sized workshops, including cross-functional AI use-case discovery sessions
• Strong verbal and written communication skills, with the ability to translate complex AI and technical concepts for non-technical stakeholders and vice versa
• Hands-on experience working in agile environments using recognised delivery frameworks such as Agile, Scrum, and Kanban
• Experience performing the Business Analyst role across the full software development lifecycle
• Experience with Lead-to-Cash processes and Salesforce
• Exposure to data analytics and data-driven decision-making, and familiarity with tools such as Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams
• Genuine curiosity about AI and a habit of continuous learning
• Nice to have: exposure to Salesforce Einstein, Copilot Studio, or comparable generative AI platform features
• Nice to have: basic SQL or Python skills for exploring datasets and validating AI or data outputs
• Nice to have: awareness of responsible AI principles, including bias, privacy, explainability, and human oversight
• Nice to have: Salesforce certifications, such as AI Associate or Agentforce Specialist, or equivalent demonstrated learning

Responsibilities:

• Partner with business and product teams to identify opportunities where AI agents, automation, and data unification can remove friction, reduce cost, or improve customer and employee experiences
• Document current-state business processes and design future-state processes incorporating Salesforce Agentforce agents, Data Cloud (Data 360), and MCP-based integrations
• Gather business requirements, high-level user stories, and acceptance criteria for AI agent workflows, including agent actions, guardrails, escalation paths, and human-in-the-loop checkpoints
• Assess data readiness for AI use cases, including data quality, identity resolution, and harmonisation, in partnership with data engineering teams supporting Data 360
• Plan and facilitate workshops to scope AI and agentic use cases, evaluate feasibility, and align stakeholders on priorities and sequencing
• Work with technology teams—including Salesforce, data engineering, and AI/ML engineers—to produce detailed user stories and acceptance criteria that support development and QA, including Agentforce agent builds and MCP server or tool integrations
• Manage stakeholder expectations, communicate trade-offs of AI-driven solutions such as accuracy, latency, cost, and risk, and raise issues to project or product managers as needed
• Develop trusted-advisor relationships with senior stakeholders by communicating effectively about AI capabilities, limitations, and responsible use
• Analyse existing systems and processes to identify where AI and agentic solutions are technically and commercially viable, and where traditional automation is a better fit
• Track developments in Agentforce, Data Cloud, MCP, and agentic AI, and translate relevant developments into concrete business opportunities
• Support change management and user adoption for AI-driven process changes, including preparing documentation and enablement materials

Technologies:

• Agentic AI
• AI
• AI Agents
• BPMN
• Cloud
• Copilot
• Confluence
• Support
• JIRA
• Kanban
• MCP
• Python
• RAG
• SQL
• Salesforce
• Slack

More:

We are Elsevier, a global leader in information and analytics. Building on our publishing heritage, we combine quality information and vast datasets with analytics to support science and research, health education and interactive learning, and healthcare and clinical practice. Our work contributes to global challenges and a more sustainable future. Within our Digital Business Solutions organisation, our AI Innovation team identifies and delivers agentic and generative AI capabilities across our Salesforce ecosystem and adjacent platforms, partnering with customers, authors, editors, and colleagues to support intelligent automation, personalised experiences, streamlined processes, cost optimisation, and growth. This is a full-time Senior Business Analyst role based at Oxford Nielsen House or London Wall. We offer flexible working hours, wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, with country-specific benefits. We are committed to a fair, accessible hiring process and equal employment opportunity.

last updated 39 week of 2026