Key Responsibilities
- Serve as the functional design authority for Salesforce Service Cloud, owning endtoend solution design across customer service, contact center, and support operations.
- Partner closely with business leaders, Product Owners, and delivery teams to translate business strategy and service objectives into scalable, bestpractice Service Cloud solutions .
- Lead functional architecture and solution design for Service Cloud capabilities including Case Management, OmniChannel routing, Knowledge, Digital Engagement, Service Console, and integrations with upstream and downstream systems.
- Define and maintain futurestate service processes, data models, and functional architecture aligned to Salesforce platform standards and enterprise CRM strategy.
- Own the creation and validation of highlevel functional designs, solution blueprints, and crosscloud interaction patterns (e.g., Service Cloud with Sales, Marketing, or external platforms).
- Provide architectural guidance to Business Analysts, Administrators, and Developers, ensuring requirements and configurations align with the approved functional design.
- Evaluate solution options, tradeoffs, and impacts, ensuring consistency, reusability, and longterm platform sustainability.
- Establish and enforce Service Cloud design standards, patterns, and governance , including configuration best practices and functional guardrails.
- Support Agile delivery by guiding backlog prioritization, refining epics and features, and ensuring sprint work aligns with the target architecture.
- Lead functional reviews, design walkthroughs, and solution signoffs prior to build and deployment.
- Collaborate with testing and release teams to validate that delivered solutions meet architectural intent and business outcomes.
- Act as a trusted advisor to stakeholders on Salesforce Service Cloud capabilities, limitations, and roadmap opportunities to improve customer experience and operational efficiency
Required Experience & Skills
Salesforce & CRM Expertise
- Extensive experience designing and delivering Salesforce Service Cloud solutions in complex, enterprisescale environments.
- Deep functional expertise in Service Cloud features such as Case Lifecycle Management, OmniChannel, Knowledge Base, Digital Engagement, SLAs, queues, and escalation models.
- Strong understanding of customer service and contact center operating models , including agent workflows, performance metrics, and service KPIs.
- Proven ability to define functional architectures , including process models, data relationships, and system interaction patterns.
- Experience working across the full Salesforce delivery lifecycle, from discovery and design through build, testing, and release.
- Demonstrated leadership in guiding and mentoring Business Analysts and functional team members.
- Strong stakeholder management skills, with the ability to influence decisions at both business and technical leadership levels.
- Excellent communication skills, capable of articulating complex architectural concepts to technical and nontechnical audiences.
- Experience operating in Agile / Scrum environments, with a strong understanding of epics, features, user stories, and incremental delivery.
- Familiarity with Salesforce governance, release management, and enterprise CRM operating models.
- Salesforce certifications such as Service Cloud Consultant, Salesforce Administrator, or Business Analyst are strongly preferred
Business Analysis Skills
- Proven ability to elicit requirements using interviews, workshops, and process reviews.
- Strong experience writing user stories, functional requirements, and acceptance criteria.
- Skilled in business process modeling and documentation (e.g., currentstate and futurestate process flows).
- Experience supporting UAT planning and execution in Agile or hybrid delivery models.
Sales & Revenue Domain Knowledge
- Understanding of sales lifecycle processes including pipeline management, forecasting, quoting, and revenue tracking.
- Experience working with Sales Operations or Revenue Operations teams is strongly preferred.
- Ability to translate sales KPIs and metrics into meaningful CRM reporting requirements.
Collaboration & Communication
- Strong stakeholder management skills with the ability to communicate effectively across business and technical audiences.
- Comfortable facilitating discussions, managing competing priorities, and driving consensus.
- Ability to work in crossfunctional, matrixed enterprise environments.
Tools & Methodologies
- Experience working in Agile/Scrum or SAFe delivery environments.
- Familiarity with tools such as Jira, Azure DevOps, Confluence, Lucidchart, or similar BA and delivery tools.
- Salesforce Business Analyst, Salesforce Administrator, or Sales Cloud Consultant certification is a plus.
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [Confidential Information].
Job: Service Owner
Job Family: TECHNOLOGY
Organization: Corporate Strategy & Technology
Schedule: FULL_TIME
Workplace Type: On-site
Req ID: 22882
