Business Analysis Lead (Salesforce)

Job Title: Business Analysis Lead (Salesforce) Company: Scoot SAP Module: SAP SuccessFactors Roles & Responsibilities: Responsibilities Job Description * AI Vision, Salesforce Innovation and Value Realisation * Develop and maintain a practical AI and Salesforce innovation roadmap aligned with Scoot’s business and people priorities. * Identify opportunities to use generative AI, Salesforce capabilities, automation, analytics and intelligent workflows to improve productivity, service quality and employee experience. * Assess and prioritise AI and Salesforce use cases based on business value, user impact, feasibility, data readiness, risk and implementation complexity. * Explore relevant Salesforce capabilities, including CRM, Service Cloud, Experience Cloud, Marketing Cloud, Flow, Data Cloud, Einstein and other applicable platform features. * Support the responsible adoption of Salesforce AI and automation capabilities, ensuring appropriate human oversight, governance, privacy and security controls. * Define business cases, success measures and expected benefits for AI, Salesforce and digital transformation initiatives. * Support proof-of-concept development, pilots and test-and-learn initiatives before wider implementation. * Track adoption, performance and benefits-realisation metrics to ensure that AI and Salesforce investments deliver sustainable value. * Salesforce Business Analysis and Platform Delivery * Act as the business analysis lead for Salesforce-related initiatives, enhancements, integrations and optimisation programmes. * Partner with business stakeholders to understand and prioritise Salesforce requirements, user needs, pain points and opportunities for improvement. * Translate business needs into Salesforce capabilities, user stories, process designs, acceptance criteria and implementation-ready requirements. * Analyse and optimise Salesforce processes, including case management, service requests, workflows, approvals, communications, reporting and user engagement. * Collaborate with Salesforce Administrators, Architects, Developers, Product Owners, integration teams and implementation partners to design effective solutions. * Contribute to Salesforce solution design decisions, balancing standard platform functionality, configuration, customisation, integration and long-term maintainability. * Ensure Salesforce solutions align with enterprise architecture, data governance, security, privacy and platform standards. * Support Salesforce release planning, backlog management, regression testing and continuous improvement. * Maintain clear documentation of Salesforce processes, data flows, business rules, configurations, integrations and impacts. * Promote the adoption of Salesforce standard functionality and best practices to minimise unnecessary customisation and technical debt. * Business Analysis and Process Optimisation * Partner with stakeholders to understand, document and prioritise business requirements for strategic and operational initiatives. * Analyse current-state processes, systems, Salesforce capabilities, data flows and user journeys to identify inefficiencies, risks and improvement opportunities. * Design future-state processes that are efficient, scalable, user-centric and aligned with Scoot’s operating model. * Apply business process re-engineering, service design and workflow optimisation techniques to simplify ways of working. * Identify opportunities to connect Salesforce with other enterprise platforms and operational systems. * Convert complex business needs into clear requirements, solution options and actionable recommendations. * Identify process dependencies, impacts, assumptions and risks across business, Salesforce and technology teams. * Use data, stakeholder insights and operational feedback to support evidence-based decision-making. * Solution Design and End-to-End Delivery * Lead the definition of functional requirements, Salesforce solution concepts, process models, data requirements and business rules. * Collaborate with technology teams, Salesforce specialists, architects, vendors and Product Owners to design secure, scalable and maintainable solutions. * Produce clear documentation, including business requirements, process maps, user journeys, Salesforce solution designs, functional specifications, integration requirements and decision records. * Ensure proposed solutions are accessible and understandable to both business and technical stakeholders. * Maintain traceability from business objectives and requirements through to Salesforce configuration, development, testing, deployment and benefits realisation. * Coordinate business analysis activities across discovery, design, build, testing, deployment and post-implementation review. * Identify opportunities to use APIs, automation, analytics and AI-enabled capabilities to enhance Salesforce and connected business solutions. * Agile Delivery and Project Coordination * Facilitate Agile ceremonies, including sprint planning, daily stand-ups, backlog refinement, sprint reviews and retrospectives. * Work with Product Owners and stakeholders to shape and prioritise Salesforce and digital product backlogs based on business value, user impact and delivery effort. * Develop well-structured user stories with clear acceptance criteria and testable outcomes. * Coordinate delivery across Salesforce administrators, developers, integration teams, testers, business users and external vendors. * Monitor delivery progress, dependencies, risks, issues, decisions and changes. * Support project planning, budget tracking, vendor coordination and stakeholder communications. * Coordinate Salesforce User Acceptance Testing, regression testing, business readiness, training and deployment activities. * Support Salesforce release management and ensure changes are properly assessed, tested, documented and communicated. * Ensure delivery complies with applicable security, privacy, architecture, data and governance requirements. * Stakeholder Partnership and Change Enablement * Build trusted relationships with business leaders, Salesforce users, subject matter experts, technology teams and external partners. * Facilitate discovery workshops, process walkthroughs, Salesforce demonstrations and decision-making sessions. * Communicate complex Salesforce, AI and technology concepts clearly to stakeholders with varying levels of technical knowledge. * Align stakeholders on priorities, outcomes, trade-offs and decisions. * Assess the people, process, data, Salesforce and technology impacts of proposed changes. * Support adoption through communications, training, user guidance and feedback mechanisms. * Promote effective Salesforce usage, data quality, process compliance and continuous improvement. * Act as a change champion for new digital, Salesforce and AI-enabled ways of working. * Salesforce Governance and Continuous Improvement * Contribute to Salesforce governance, including intake, prioritisation, release planning, change control and platform standards. * Support the development and maintenance of a Salesforce product roadmap aligned with business priorities. * Identify opportunities to improve platform adoption, data quality, user experience and operational efficiency. * Monitor platform usage, user feedback, data quality and solution performance to identify improvement opportunities. * Promote scalable Salesforce design principles, reusable components and standardised processes. * Support the management of Salesforce technical debt, solution risks and architectural dependencies. * Collaborate with platform owners to maintain a sustainable and future-ready Salesforce environment. * Business Analysis Capability Development * Mentor and coach Business Analysts in structured analysis, Salesforce delivery, Agile practices, process improvement and stakeholder management. * Establish and maintain standards, playbooks, templates and tools to improve the quality and consistency of Business Analysis practices. * Develop guidance for Salesforce requirements, user stories, acceptance criteria, process mapping, testing and release readiness. * Facilitate knowledge-sharing sessions on Salesforce capabilities, emerging technologies, AI use cases and delivery techniques. * Promote the use of data, automation and AI-assisted tools to improve analysis productivity and quality. * Build a culture of continuous learning, collaboration, accountability and outcome-focused delivery. * Procurement and Vendor Management * Support RFQ and RFP activities for Salesforce, AI, technology and transformation initiatives. * Prepare requirements, evaluation criteria, vendor response assessments and recommendation papers. * Participate in vendor assessments, solution evaluations and commercial discussions where required. * Coordinate with Salesforce partners and vendors to clarify scope, milestones, deliverables, service levels and acceptance criteria. * Monitor vendor performance and ensure deliverables meet agreed requirements. * Verify invoices and support timely processing in accordance with procurement and financial procedures. * Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering or a related discipline. * Approximately 5–7 years of experience in business analysis, Salesforce delivery, digital transformation, process improvement, product delivery or project management. * Demonstrated experience leading business analysis and delivery activities across the full initiative lifecycle. * Practical experience with Salesforce implementation, enhancement, optimisation or platform transformation initiatives. * Strong understanding of Salesforce capabilities, configuration concepts, data structures, workflows, automation, reporting and integrations. * Experience working with Salesforce Administrators, Architects, Developers, Product Owners, users and implementation partners. * Experience translating business needs into Salesforce requirements, user stories, process designs and acceptance criteria. * Strong knowledge of business process analysis, process re-engineering, workflow optimisation and service improvement. * Hands-on experience with Agile delivery methodologies and facilitation of Agile ceremonies. * Demonstrated experience identifying and delivering practical generative AI, automation or intelligent workflow use cases. * Working knowledge of AI platforms, large language model capabilities, prompt design, AI adoption and responsible AI practices. * Ability to assess AI and Salesforce use cases based on value, feasibility, data requirements, risk and implementation readiness. * Strong analytical, problem-solving, facilitation and communication skills. * Demonstrated experience mentoring or coaching Business Analysts and improving BA practices. * Experience supporting procurement, RFQ/RFP processes or vendor management is advantageous. * Experience in aviation, travel, hospitality, people operations or other service-oriented environments is advantageous. Work Location: East Region, Singapore Availability: Full time

Requirements Experience Required: mid-senior level Key Skills: Procurement, Configuration, Project Management, Business Process Analysis, Functional Specifications Salary: Not disclosed