Salesforce Functional Analyst

Eightcap is a dynamic online trading provider focused on delivering great trading tools and professional trading insight to enable smarter trading. With a commitment to excellence and a passion for delivering trading technology directly to clients and via our network of strategic partners, we blend the agility of a fintech innovator with the trust and stability of a regulated financial institution. Our mission is to empower clients to succeed in the markets through seamless, secure, and intuitive trading experiences. With a fast-paced, collaborative, and innovative culture, Eightcap continues to evolve as a leader in the online trading space.

The company is headquartered in Melbourne, Australia, with support offices in the UK, Cyprus, Bulgaria, Guatemala, and the Bahamas.

Recently recognised as Broker of the Year 2024 at the Global Forex Awards, we pride ourselves on innovation, outstanding customer service, and unwavering integrity in everything we do.

We are looking for a driven and detail-oriented Salesforce Functional Analyst to join our technology team. This role is critical in ensuring that our Salesforce platform supports customer engagement, compliance, and operational efficiency across key business units such as sales, advice, operations, and client services. You'll work closely with stakeholders to design and deliver scalable, compliant, and user-friendly Salesforce solutions.

Reporting directly to the Salesforce CRM Manager, you will play a key role in translating business needs into platform capabilities especially in support of Salesforce initiatives such as Omni-Channel, Data Cloud, and Agentforce implementations.

Responsibilities:

• Collaborate with business stakeholders to gather, analyse, and document functional requirements for enhancements and new features on the Salesforce platform.
• Translate business needs into detailed user stories, process documentation, and solution design records.
• Configure Salesforce to support business processes, including custom fields, flows, page layouts, record types, validation rules, and approval workflows.
• Support implementation and optimisation of Salesforce Omni-Channel, Data Cloud, and Agentforce to enhance service delivery and customer experience.
• Document business processes and solution decisions clearly and consistently for audit, training, and change management purposes.
• Assist in managing and maintaining Salesforce Knowledge Articles to ensure up-to-date, relevant content for users.
• Ensure data accuracy and compliance with financial services regulations across client and operational records.
• Design and maintain reports and dashboards to support real-time insights and performance tracking.
• Facilitate UAT (User Acceptance Testing), end-user training, and post-implementation support.
• Collaborate closely with Salesforce administrators and developers to ensure effective solution delivery and issue resolution

• Over 3 years of Salesforce experience, preferably within the financial services sector or another regulated environment. Salesforce Administrator Certification (ADM 201).

• Hands-on experience implementing or supporting Salesforce Omni-Channel, Data Cloud, and Agentforce.

• Strong understanding of CRM strategies and client lifecycle processes.
• Excellent written and verbal communication skills, with outstanding stakeholder management abilities.
• Proven ability to document processes, user stories, solution designs, and decision rationale to support clarity and alignment.
• Experience managing Salesforce Knowledge Articles and ensuring structured, up-to-date self-service resources.
• Adept at working with cross-functional teams including compliance, operations, and IT.
• Familiarity with Agile methodologies and working within sprint-based or iterative delivery frameworks is a plus.
• Certifications in Sales Cloud, Service Cloud, or Platform App Builder (desired)

Why Eightcap?

• Ongoing investment in your career development
• Wellness and lifestyle perks like monthly corporate massages
• Parental leave
• Staff referral bonus program
• Employee-purchased leave
• Perkbox reward and recognition
• Study assistance
• Annual flu vaccinations
• Complimentary fruit and snacks
• Multicultural environment
• A dynamic and collaborative team culture
• Great CBD location with easy access to public transport
• Regular social activities

Are you interested in this opportunity but don't meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.

We respectfully ask that no recruiters contact anyone at Eightcap regarding this role