Salesforce Functional Analyst

Why this role exists:

The Salesforce Functional Analyst translates business needs into functional Salesforce solutions. The role ensures that delivered capabilities align with business processes, compliance requirements, and platform standards. By acting as the bridge between business requirements and system implementation, this role ensures requirement quality and supports business readiness for platform changes.

Where you will make a difference:

In this role you will:

Functional Design & Requirements:

• Lead requirements gathering, process mapping, and solution design activities.
• Develop detailed user stories, acceptance criteria, and functional specifications.
• Maintain the product backlog and ensure all functional documentation is accurate and up-to-date.
• Translate business requirements into system-ready functional solutions.

Business Readiness & Execution:

• Coordinate User Acceptance Testing (UAT) and secure business sign-off for new capabilities.
• Support change management and training activities to drive platform adoption.
• Engage with stakeholders across Sales, Service, Finance, and Operations to ensure solutions meet their needs.
• Support releases and ensure the business is ready for upcoming platform changes.

Governance & Compliance:

• Ensure requirements and documentation comply with governance, security standards, and applicable laws.
• Achieve key performance indicators related to requirement accuracy, UAT pass rates, and delivery timeliness.
• Proactively manage safety issues and contribute to a safe working environment.

Who you will be working with:

• Internal Leadership: Salesforce Platform Owner and Business Leaders.
• Internal Technical Teams: Solution Architects, Developers, Quality Analysts, Security, and Integration Teams.
• Business Stakeholders: Key partners in Sales, Service, Finance, and Operations.
• External Partners: System Integrators and Salesforce Technical Teams.

What success looks like:

• Requirement Quality: Achieving a first-pass acceptance rate for requirements of >90%.
• Delivery Excellence: Maintaining a UAT pass rate >95% and delivery timeliness >90%.
• Business Impact: High levels of stakeholder satisfaction (>85%) and change adoption (>98%).
• Operational Integrity: Keeping configuration defect rates low and ensuring zero high-risk compliance findings.

How you will lead:

Individual Contributor:

• Lives our Officeworks values and behaviours
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop

Qualifications and work experience:

Essential:

• Education: Degree in I.T. or a related field.
• Experience: 3+ years of CRM/Salesforce functional delivery experience.
• Product Knowledge: Mandatory experience with Salesforce Sales, Service, and Marketing Clouds.
• Technical Skills: Strong business analysis, documentation excellence, and test coordination skills.
• Technology Proficiency: Salesforce Clouds, LeanIX, Signavio, Jira, Confluence, and CI/CD Toolchains.

Preferred:

• Advanced Modules: Experience with Salesforce Revenue Cloud, Order Management, or Field Service is highly regarded.