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- Tasks: Join our team as a Salesforce Business Analyst, driving innovative service solutions.
- Company: Be part of a global tech leader with a focus on collaboration and growth.
- Benefits: Enjoy remote work, competitive salary, and opportunities for professional development.
- Why this job: Make a real impact by transforming business needs into effective Salesforce solutions.
- Qualifications: Experience in Salesforce Service Cloud and strong communication skills are essential.
- Other info: Dynamic role with excellent career advancement opportunities in a supportive environment.
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.
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.
Senior Specialist – Salesforce Service Cloud Business Analyst in London employer: MSD Malaysia
Contact Detail:
MSD Malaysia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Specialist – Salesforce Service Cloud Business Analyst in London
✨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 job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for Business Analysts and practice your responses. Make sure you can clearly articulate how your experience aligns with the role's requirements, especially around case management and user adoption.
✨Tip Number 3
Show off your skills! If you’ve worked on relevant projects, create a portfolio or case studies that highlight your achievements. This will give you an edge when discussing your experience during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Senior Specialist – Salesforce Service Cloud Business Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Specialist role. Highlight your Salesforce experience, especially in Service Cloud, and showcase how you've translated business needs into effective solutions.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of your past work that align with the responsibilities listed in the job description, and don't forget to express your enthusiasm for joining our team!
Showcase Your Communication Skills: As a Business Analyst, strong communication is key. In your application, demonstrate how you've effectively engaged with stakeholders and facilitated workshops. This will show us you can bridge the gap between technical teams and business needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you're serious about joining StudySmarter!
How to prepare for a job interview at MSD Malaysia
✨Know Your Salesforce Inside Out
Make sure you brush up on your Salesforce Service Cloud knowledge. Understand the key features, especially around Case Management and Work Orders. Be ready to discuss how you've used these tools in past roles and how they can be applied to the company's needs.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve real-world problems using Salesforce. Think of examples from your experience where you've successfully translated business needs into Salesforce solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Stakeholder Engagement Skills
This role requires strong communication with both technical and non-technical teams. Prepare examples that demonstrate your ability to engage stakeholders effectively. Highlight any workshops or meetings you've facilitated and how you ensured everyone was on the same page.
✨Familiarise Yourself with Agile Methodology
Since the role involves working with Jira and Agile delivery, make sure you're comfortable discussing Agile principles. Be prepared to talk about your experience with UAT coordination and how you've contributed to successful project rollouts in an Agile environment.
