Salesforce Business Analyst

We are the world’s largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have global impact.

Enterprise Technology Services (ETS) is responsible for the delivery of all IT Services needed to run the Press, including Infrastructure, End User Services & Enterprise Applications. The Front Office team are responsible for the design, delivery and operational performance of the portfolio of technology services which underpin our Customer Services and Sales & Marketing capabilities. Our Front Office team is also responsible for Data Services, which play an integral role in the success of our Front Office but are also consumed by other capabilities within the Press.

Salesforce software has been in use within the Press since 2008. The software is used extensively across all Divisions. There are 13 production instances in total with Integrations into various other systems. The Salesforce products being utilised across the Global OUP divisions are Salesforce CRM, Service Cloud, CPQ, Partner Community and Marketing Cloud. Operating these represents an annual investment of approximately £4M that is essential to supporting the growth of OUPs revenue and intrinsic to our digital transformation.

About the Role

The Salesforce Functional Analyst (BA) is responsible for understanding and capturing clear business requirements. You will need to be able to lead business workshops on all Salesforce OUP products and to help the business to understand capabilities and best practise which will drive the outputs needed such as process flows, Epics, Features, User Stories and Acceptance Criteria.

You will work closely with other technology teams to ensure that all designs are consistent with our strategic roadmaps for this domain and, in conjunction with the Functional Lead for Salesforce, will be an important adviser to those teams to ensure that these designs enable us to always extract maximum value from developments in the Salesforce platform.

Working closely with the Salesforce Functional Lead, you will be a crucial part of dedicated Salesforce Hub Team that is dedicated to the efficient delivery of Salesforce powered solutions within the Press. You will bring their experience of working within a Global Sales and Marketing Organisation on Large/Complex Salesforce Projects alongside a BAU Agile offshore delivery model.

Other duties will include:

• Building and maintaining a comprehensive understanding of Front Office technologies and their use within the business.
• Building and maintaining a collaborative relationship across various functions in the organization to effectively support business goals and needs.
• Analyse and evaluate existing technical implementations to identify opportunities for improvement.
• Translating business requirements into functional specification - focussing on delivering the best technical solution by applying best practice.
• Collaborating with implementation teams and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs.
• Maintaining an awareness of solution roadmaps for specified solutions and can highlight risks and opportunities of the developing products.
• Guiding and advising internal stakeholders on Salesforce best practice, understanding and communicating its capabilities. 

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

You will have:

• Salesforce BA experience, working with Salesforce CRM and Service Cloud within a global organisation
• Salesforce Admin Certification in CRM and Service
• Recognised BA Certification and Salesforce Admin Certification
• Technology & business process subject matter expertise relevant to the specific domain
• A knowledge of business analysis and development methodologies
• Able to translate business requirements into technical design and communicate effectively with both business stakeholders and technical developers
• A good understanding of how an IT organisation works to delivery short, medium & long term outcomes
• Ability to work collaboratively as part of a team but equally capable at working independently when required
• Delivered in a past paced Global organisation across multiple different Salesforce platforms
• Experience of Marketing Cloud and Configure, Price Quote (CPQ) is desired

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role. 

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.