About our Team:-
Digital Business Solutions (DBS) delivers innovation and solves customer and business problems by leveraging the power of technology, data, and — increasingly — AI. We partner with sales and service stakeholders to deliver frictionless case management, self-service, and partner/customer-facing experiences, applying AI-driven automation — including Agent force and Einstein capabilities — where it measurably improves efficiency, personalization, and customer outcomes. We provide the expertise to understand business challenges and translate them into practical, scalable, and responsible solutions.
About the Role:-
This position performs moderately difficult research, design, and software development assignments within the Salesforce ecosystem, with a focus on Service Cloud, Experience Cloud, and AI-powered solutions (Agent force, Einstein, and related generative/predictive AI tooling). The position should have the ability to work on individual pieces of work and solve problems including the design of program flow for Apex, Lightning Web Components (LWC), and integration logic, effective coding, and unit testing (Apex test classes, Jest for LWC).
Responsibilities:-
- Partner with business and product teams to document current business processes and challenges across Service Cloud and Experience Cloud, recommend process improvement, and design future-state processes
- Identify opportunities to apply AI and automation (e.g., Agent force, Einstein, Copilot-style tools, chatbots, and generative AI) to improve case resolution, self-service, and customer/employee experience
- Gather business requirements, high-level user stories, and acceptance criteria for Service Cloud and Experience Cloud enhancements, including AI-enabled features
- Maintain stakeholder expectations and raise appropriate issues to project managers as necessary
- Develop "trusted advisor" relationships with senior stakeholders through effective communication, including guiding them on the art of the possible with AI-enabled service solutions
- Work with technology teams to produce detailed user stories and acceptance criteria to support development and QA teams building on Service Cloud, Experience Cloud, and related AI platforms
- Perform analysis on existing systems and support processes; identify options for potential solutions (including AI/automation options) and assess both technical and business suitability
- Support responsible AI adoption by helping evaluate data quality, process readiness, and change impact before AI features are introduced into service or self-service workflows.
Requirements:-
- Proven experience in process modelling (BPMN standard), eliciting business requirements, and translating them into clear user stories and acceptance criteria
- Solid understanding of software development methodologies, platforms, and tools
- Hands-on experience with Salesforce Service Cloud (case management, omni-channel, knowledge) and Experience Cloud (portals/communities); familiarity with Salesforce AI capabilities (Einstein, Agent force, or similar) is highly desirable
- Demonstrated ability to plan and facilitate small to medium-sized workshops
- Strong verbal and written communication skills, enabling effective engagement across all organizational levels, including the production of high-quality process documentation
- Hands-on experience working in agile environments using recognized delivery frameworks such as Agile, Scrum, and Kanban
- Experience performing the Business Analyst role across the full software development lifecycle
- Experience with Lead-to-Cash or Customer Service processes and Salesforce; exposure to AI/automation initiatives within a CRM context is a plus
- Exposure to data analytics and data-driven decision-making, and familiarity with tools such as Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams
- Curiosity and appetite for evaluating and piloting emerging AI tools and translating their potential into practical business value.
Work in a way that works for you
We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
Working for you
At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Group Health Insurance Policy (covering self and family)
- Group Life insurance/accident policy
- Generous long-service awards
- New Baby gift
- Subsidized food provided (applies to India - Chennai)
- Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave
- Free Transport provided to and from the office (applies to India - Chennai)
About Us
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.
Skills Required
- Proven experience in BPMN process modeling, business requirements elicitation, user stories, and acceptance criteria
- Understanding of software development methodologies, platforms, and tools
- Hands-on Salesforce Service Cloud experience, including case management, omnichannel, and knowledge
- Hands-on Salesforce Experience Cloud experience, including portals or communities
- Experience with Salesforce AI capabilities such as Einstein, Agentforce, or similar
- Ability to plan and facilitate small to medium-sized workshops
- Strong verbal and written communication skills and process documentation experience
- Experience working in Agile, Scrum, or Kanban environments
- Business Analyst experience across the full software development lifecycle
- Experience with Lead-to-Cash or customer service processes and Salesforce
- Experience with AI or automation initiatives in a CRM context
- Exposure to data analytics and data-driven decision-making
- Familiarity with Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams
- Interest in evaluating and piloting emerging AI tools
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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