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- Tasks: Join our team as a Salesforce Business Analyst and drive innovative service solutions.
- Company: Be part of a global tech leader focused on cutting-edge Salesforce delivery.
- Benefits: Enjoy flexible work arrangements, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by transforming business needs into scalable Salesforce solutions.
- Qualifications: Experience in Salesforce Service Cloud and strong communication skills are essential.
- Other info: Collaborative environment with exciting projects and 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.
While this role has primary execution responsibility for Service Cloud delivery, it maintains working capability across all core Salesforce objects, including Assets, Warranty, Orders, and Install Base, and partners closely with the Technology Field Service Cloud Lead to ensure cohesive, end-to-end solutions. This is a commercial, functional Business Analyst role, focused on business process, user experience, adoption, and value delivery.
Responsibilities- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Agile Methodology
- Business Analysis
- Business Management
- Business Planning
- Business Processes
- Business Process Management (BPM)
- Business Service Management (BSM)
- Case Management
- Client Partnerships
- Cloud Governance
- Customer-Focused
- Deliverables Management
- Facilitate Training Sessions
- Field Services
- Functional Expertise
- Global Rollouts
- Incident Management
- Intellectual Curiosity
- IT Infrastructure Management
- Process Improvements
- Requirement Workshops
- Security Management
- Software Development
- Current Employees apply HERE
- Current Contingent Workers apply HERE
- Search Firm Representatives Please Read Carefully
Senior Specialist – Salesforce Service Cloud Business Analyst employer: Merck
Contact Detail:
Merck Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Specialist – Salesforce Service Cloud Business Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Senior Specialist role in Salesforce Service Cloud. You never know who might have the inside scoop on an opening!
✨Tip Number 2
Prepare for those interviews by brushing up on your Salesforce knowledge. Make sure you can talk confidently about Case Management and Work Orders. We want you to shine when discussing how you can translate business needs into effective solutions!
✨Tip Number 3
Don’t forget to showcase your experience with Jira and Agile methodologies during interviews. Highlight specific examples of how you've managed backlogs and facilitated UAT. This will show that you’re not just a fit, but the perfect fit for the role!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team. Let’s get you that Senior Specialist position!
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 speaks directly to the role of Senior Specialist – Salesforce Service Cloud Business Analyst. Highlight your experience with Salesforce, especially in Service Cloud, and showcase how you've translated business needs into effective solutions.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific projects or experiences that align with the responsibilities listed in the job description, and don’t forget to show your enthusiasm for joining our Global Technology Team.
Showcase Your Stakeholder Engagement Skills: Since this role involves collaborating with various stakeholders, make sure to highlight your communication skills. Share examples of how you've successfully engaged with both business and technical teams in the past, as this will demonstrate your ability to bridge gaps effectively.
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 ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Merck
✨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
As a Business Analyst, you'll need to engage with various stakeholders. Practice articulating complex ideas in simple terms. Prepare examples of how you've successfully communicated requirements or resolved issues in past roles, as this will demonstrate your ability to bridge the gap between technical and non-technical teams.
✨Get Agile with Jira
Since the role involves managing a Jira backlog, be prepared to discuss your experience with Agile methodologies and how you’ve used Jira in previous projects. Bring examples of how you’ve prioritised tasks and collaborated with teams to deliver successful outcomes.
✨Showcase Your Problem-Solving Skills
Think of scenarios where you identified process improvements or automated tasks within Salesforce. Be ready to share these stories during the interview, highlighting your analytical mindset and focus on user experience. This will show that you’re proactive and can add value to their team.
