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For Companies At a Glance
- Tasks: Analyse and deliver Salesforce Service Cloud solutions, focusing on user experience and process improvement.
- Company: Join a global tech team that values innovation and collaboration.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing service processes and user adoption in a dynamic environment.
- Qualifications: Experience as a Salesforce Business Analyst, especially in Service Cloud, with strong communication skills.
- Other info: Collaborate across teams and enjoy excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a Salesforce Service Cloud Business Analyst to join our Global Technology Team. Reporting directly to the Technology Service Cloud Owner, this role is a trusted advisor to business stakeholders and plays a key role in translating service strategy into effective Salesforce delivery. The role is responsible for day-to-day analysis and delivery execution across our Global Technology Service Cloud, with a primary focus on Case Management, Work Orders, Partner Experience Cloud, and end-to-end service processes. The role operates within the strategic direction, prioritisation, and governance set by the Technology Service Cloud Owner.
This is a commercial, functional Business Analyst role, focused on business process, user experience, adoption, and value delivery.
What will you do?
- Service Cloud Analysis & Delivery
- Act as the primary Business Analyst for Technology Service Cloud, with a focus on Cases, Work Orders, Partner Experience Cloud, and service lifecycle processes.
- Collaborate with business stakeholders to identify requirements and translate them into scalable Salesforce solutions, clearly articulating the why and how.
- Manage the Technology Service Cloud Jira backlog, including analysis, refinement, and prioritisation, in alignment with the Technology Service Cloud Owner.
- Design, document, and support configuration across Technology Service Cloud, ensuring alignment with related Salesforce objects and downstream impacts.
- Act as the primary functional escalation point for Technology Service Cloud-related requests, issues, and defects, triaging and escalating to other teams as required.
- Enhancements, Rollouts & UAT
- Facilitate requirements workshops and create user stories, acceptance criteria, and supporting documentation.
- Lead User Acceptance Testing activities for Technology Service Cloud scope, including test planning, coordination, execution support, and defect management.
- Support global rollouts, enhancements, and post-go-live hypercare activities.
- Partner with the Technology Service Cloud Owner, Product Owners (where applicable), and technical teams to support solution design and delivery.
- Adoption & Enablement
- Champion user adoption and Salesforce best practice within Technology Service Cloud.
- Identify opportunities to improve efficiency through process improvement and automation.
- Support training and enablement activities by providing functional input, validation, and subject matter expertise.
- Act as a point of escalation for Technology Service Cloud-related process or usability issues.
- Cross-Domain Collaboration
- Maintain working knowledge across all Salesforce Technology Service Cloud-related objects, including Assets, Warranty, Orders, Case Management, and Install Base processes.
- Partner closely with the Technology Field Service Lead to assess cross-object impacts and ensure cohesive, end-to-end solutions across service and field operations.
- Collaborate with Commercial (Sales Cloud) and IT teams to ensure alignment across customer, service, and commercial processes.
- Engage with the Reporting and Dashboards team to provide functional input and validate requirements, ensuring reporting accurately reflects service processes and outcomes.
- Provide coverage and functional support across domains during peak delivery periods or planned leave, as required.
Skills & Experience
- Essential
- Strong experience as a Salesforce Business Analyst, particularly within Service Cloud.
- Proven ability to translate business needs into clear, scalable Salesforce solutions.
- Experience working with Jira, Agile delivery, and UAT coordination.
- Strong stakeholder engagement and communication skills across business and technical teams.
- Process-driven mindset with a strong focus on user experience and adoption.
- Desirable
- Experience working in complex Salesforce environments with integrations.
- Salesforce Service Cloud certification (or working towards).
- Exposure to Sales Cloud, Assets, Warranty, Orders, Experience Cloud and Install Base-driven processes.
- Experience supporting global rollouts.
Senior Specialist - Salesforce Service Cloud Business Analyst employer: Merck & Co., Inc.
Contact Detail:
Merck & Co., Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Specialist - Salesforce Service Cloud Business Analyst
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to Salesforce Service Cloud. Think about how your past experiences align with the role and be ready to share specific examples.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and makes it easier for us to track your progress.
We think you need these skills to ace Senior Specialist - Salesforce Service Cloud Business Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of a Salesforce Service Cloud Business Analyst. Highlight your experience with Service Cloud, Jira, and any relevant projects that showcase your ability to translate business needs into Salesforce solutions.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with the job description. Don’t forget to mention your experience in user adoption and process improvement!
Showcase Your Communication Skills: As a Business Analyst, strong communication is key. In your application, demonstrate how you've effectively engaged with stakeholders in the past. Share examples of how you’ve facilitated workshops or led UAT activities.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Merck & Co., Inc.
✨Know Your Salesforce Stuff
Make sure you brush up on your Salesforce Service Cloud knowledge. Be ready to discuss specific features like Case Management and Work Orders, and how they relate to business processes. This shows you’re not just familiar with the platform but can also translate that into real-world solutions.
✨Master the Art of Communication
Since this role involves a lot of stakeholder engagement, practice articulating your thoughts clearly. Prepare examples of how you've successfully collaborated with both technical and non-technical teams in the past. This will demonstrate your ability to bridge gaps and ensure everyone is on the same page.
✨Get Comfortable with Jira and Agile
Familiarise yourself with Jira and Agile methodologies, as these are crucial for managing backlogs and coordinating UAT. You might even want to bring up a past project where you used these tools effectively to show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss how you've tackled challenges in previous roles, especially those related to process improvement and user adoption. Think of specific instances where you identified issues and implemented solutions, as this will highlight your proactive approach and analytical mindset.
