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Experience
Experienced
About the role
This role leads the translation of business needs into practical, scalable solutions across digital, people and operational environments at Scoot's Singapore HQ. You will shape how business analysis, Salesforce, process improvement, Agile delivery and artificial intelligence are applied to improve employee experiences and deliver measurable outcomes. It suits an experienced business analysis professional with strong Salesforce knowledge who enjoys working with stakeholders, technology teams and vendors.
What you'll do
Develop and maintain an AI and Salesforce innovation roadmap aligned with 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 Salesforce capabilities including CRM, Service Cloud, Experience Cloud, Marketing Cloud, Flow, Data Cloud and Einstein.
Support responsible adoption of Salesforce AI and automation with 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 for AI and Salesforce investments.
Act as business analysis lead for Salesforce-related initiatives, enhancements, integrations and optimisation programmes.
Partner with stakeholders to understand and prioritise Salesforce requirements, user needs and pain points.
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 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 adoption of Salesforce standard functionality and best practices to minimise unnecessary customisation and technical debt.
Partner with stakeholders to understand, document and prioritise business
Requirements
Experience leading business analysis for Salesforce initiatives
Knowledge of Salesforce capabilities including CRM, Service Cloud, Experience Cloud, Marketing Cloud, Flow, Data Cloud and Einstein
Experience with Agile delivery and facilitating ceremonies
Ability to translate business needs into user stories, process designs and acceptance criteria
Experience with process optimisation and business process re-engineering
Strong stakeholder management and communication skills
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