Business Analyst (Salesforce and Service Transformation) at Norwood, London, 6 Months, £450 per day (Ouitside IR35)

£450 per day | Outside IR35 | 6-month contract

Programme: Open Front Door
Reports to: Technology Architect and Project Manager

About the Role

This isn't simply a Salesforce implementation. It's an opportunity to transform how people access and experience vital support.

At Norwood, we've already taken an important step towards making our services easier to access. Through our Open Front Door programme, we've brought enquiries together through a single point of contact, supported by Salesforce and clear service standards.

Now we're ready for the next phase.

We're looking for an experienced Business Analyst (Salesforce & Service Transformation) to lead the business analysis and help transform how our Children and Family Services manage referrals, assessments, support plans and ongoing service delivery.

Currently, our teams work across Unite, spreadsheets and manual trackers. We're moving to Salesforce Nonprofit Cloud, creating a more connected approach to case management, with SharePoint supporting the management of case documentation.

Your role will be to bridge the gap between how services operate today and how they need to work tomorrow.

You'll spend time with frontline colleagues, understanding the realities of their work, identifying what needs to change and translating those requirements into clear, practical solutions for our Salesforce implementation partner.

But your involvement won't end when the requirements are documented.

You'll stay close to delivery, from discovery and process design through to data migration, testing, training and go-live, ensuring the solution works for the people who will use it.

This is a six-month, outside IR35 assignment for someone who enjoys getting close to the detail, challenging assumptions and delivering change that makes a difference.

Who We Are Looking For

You'll be an experienced, hands-on Business Analyst who understands that successful technology transformation starts with understanding the people, processes and services behind the system.

You'll have delivered CRM or case management implementations from discovery through to go-live, with strong practical experience of Salesforce.

You'll know your way around cases, queues, assignment rules, reporting and dashboards, and you'll have the technical understanding to work confidently with an implementation partner, challenge proposed solutions and ensure requirements are properly understood.

Just as importantly, you'll know how to work with people who aren't technical.

You'll be comfortable sitting alongside frontline colleagues, asking the right questions and turning complex or inconsistent processes into clear requirements that both service managers and developers can understand.

You'll bring structure without unnecessary bureaucracy, recognising when detail is essential and when a pragmatic decision will keep delivery moving.

You'll also understand that a successful implementation isn't measured simply by whether the system goes live, but by whether people can use it confidently and whether it improves how services operate.

Experience within children's services, social care, SEND, health or the charity sector would be particularly valuable, although strong transferable experience is equally welcome.

Your Day to Day

You'll take ownership of the business analysis activity across the transformation, working closely with service leaders, frontline teams, the Technology Architect, Project Manager and Salesforce implementation partner.

Your work will include:

• Discovery and process mapping: Work with Children and Family Services, Transition and Adult Services to understand existing workflows, identify gaps and agree future processes.
• Requirements and solution design: Translate service needs into clear business requirements, user stories, acceptance criteria and prioritised delivery backlogs.
• Salesforce implementation: Work closely with the implementation partner, challenging proposed solutions and ensuring the system meets agreed business requirements.
• End-to-end case management: Help design processes covering referrals, triage, assessments, support plans, appointments, therapy, courses, payments and onward referrals.
• Transitions and safeguarding: Ensure the solution supports young people's transitions into Adult Services, safeguarding oversight and appropriate access to sensitive information.
• Data migration: Define what needs to move from Unite and existing spreadsheets into Salesforce, including data cleansing, mapping and ownership.
• Document management: Work with the relevant teams to define how SharePoint documents connect with Salesforce, including structure, naming conventions and permissions.
• Reporting and insight: Define the dashboards, KPIs and management information needed to monitor service performance, outcomes and quality.
• Family self-service: Support the development of functionality that enables families to manage appointments, view service information and update their details.
• Testing and quality assurance: Develop and coordinate user acceptance testing, manage defects and ensure the solution is ready for implementation.
• Training and adoption: Develop practical training materials, support colleagues and help ensure the new processes become embedded in everyday working.
• Project governance: Maintain clear documentation, decision logs, risks and issues, providing regular progress updates and supporting effective change control.
• You'll be expected to balance the detail of business analysis with the pace and priorities of a live transformation programme.

Essential

You'll bring:

• A degree-level qualification or extensive equivalent experience in a similar role.
• Demonstrable experience delivering business analysis for CRM or case management implementations, from discovery through to go-live.
• Strong hands-on Salesforce experience, particularly cases, queues, assignment rules, reports and dashboards.
• Excellent process mapping, business analysis and requirements documentation skills.
• Experience developing user stories, defining acceptance criteria and managing delivery requirements.
• Proven experience writing, coordinating and executing user acceptance testing (UAT).
• Experience working with implementation partners and challenging technical solutions constructively.
• Strong understanding of data protection, access controls and handling sensitive personal information.
• Experience working directly with frontline colleagues and non-technical stakeholders.
• The ability to influence decisions, resolve ambiguity and maintain progress across competing priorities.
• Excellent written communication skills, with the ability to produce clear documentation for both operational and technical audiences.

Desirable

• It would be advantageous if you also have:
• Experience within children's services, social care, SEND, health or the charity sector.
• Knowledge of assessments, support planning, Education, Health and Care Plans (EHCPs) or safeguarding processes.
• Experience of Salesforce Nonprofit Cloud.
• Experience implementing self-service portals or online payment functionality.
• Experience integrating SharePoint or other document management systems with a CRM.
• Experience supporting organisational change, training and user adoption.

Why This Assignment?

This is an opportunity to take ownership of a defined transformation programme with a clear purpose and tangible outcomes.

You'll be joining at a point where the foundations are in place, but the next stage requires someone who can bring structure, challenge and delivery expertise.

You'll have direct access to the people who understand the services, the opportunity to influence how the solution is designed and the satisfaction of seeing your work move from discovery into live operation.

A bit more information: Our Children and Family Services support neurodivergent children and young people, those with learning disabilities, and their families to live fulfilling lives and participate fully in their communities.

We work alongside families to provide practical guidance, emotional support, advocacy and opportunities to build skills, confidence and connection. Through workshops, courses, peer support and individual family support, we help families navigate challenges, celebrate strengths and access the support they need.

Our approach is centred on the whole family. We recognise that when parents, carers, siblings and grandparents feel informed, connected and supported, children and young people are better able to thrive.

We also create opportunities for children and young people to develop friendships, build independence, try new experiences and enjoy meaningful activities through our Unity clubs and programmes.

Based at our fully accessible North London Hub, we support children and young people with a wide range of needs, including those with complex physical disabilities and medical requirements. With specialist facilities including a sensory room, soft play area and accessible outdoor space, we create environments where children and young people can feel safe, valued and included.

Safe Recruitment: Norwood is committed to safeguarding and promoting the welfare of the children, and young people we support. This role is subject to safer recruitment checks in line with OFSTED, and appointment is conditional upon satisfactory pre-employment checks, including Right to Work in the UK and a DBS check appropriate to the role.

Email: careers@norwood.org.uk

Disclaimer: At Norwood, we welcome applications from a diverse range of candidates. At this time, Norwood is not a UK Home Office licensed sponsor and is unable to offer visa sponsorship.