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- Tasks: Analyse and deliver Salesforce solutions for service processes and user experience.
- Company: Join a global tech leader focused on innovation and collaboration.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Why this job: Be a key player in transforming service strategies into impactful Salesforce solutions.
- Qualifications: Experience as a Salesforce Business Analyst, especially in Service Cloud.
- Other info: Dynamic role with cross-domain collaboration and global impact.
The predicted salary is between 28800 - 48000 £ 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.
What will you do?- 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 Cambridge employer: MSD
Contact Detail:
MSD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Specialist – Salesforce Service Cloud Business Analyst in Cambridge
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by diving deep into Salesforce Service Cloud. Familiarise yourself with its features, especially around Case Management and Work Orders. Show us that you’re not just a candidate, but a passionate expert ready to contribute!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've tackled challenges in previous roles. We love hearing about your problem-solving abilities and how you’ve driven user adoption and process improvements.
✨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 us you’re genuinely interested in being part of our team. Let’s make it happen!
We think you need these skills to ace Senior Specialist – Salesforce Service Cloud Business Analyst in Cambridge
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 case management, user acceptance testing, and stakeholder engagement. We want to see how your skills align with what we're looking for!
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 background makes you a perfect fit. Don’t forget to mention your experience with Agile methodologies and Salesforce solutions.
Showcase Your Achievements: When detailing your experience, focus on specific achievements rather than just duties. Use metrics where possible to demonstrate your impact, like improvements in user adoption or efficiency gains. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at MSD
✨Know Your Salesforce Stuff
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 position you're interviewing for.
✨Showcase Your Analytical Skills
Prepare examples that highlight your experience as a Business Analyst. Think about specific instances where you translated business needs into Salesforce solutions. Be ready to explain your thought process and how you prioritised tasks using tools like Jira.
✨Engage with Stakeholders
Demonstrate your ability to communicate effectively with both technical and non-technical stakeholders. Prepare to discuss how you've facilitated requirements workshops or led User Acceptance Testing (UAT) in the past. This will show that you can bridge the gap between teams.
✨Emphasise Process Improvement
Be prepared to talk about how you've identified opportunities for efficiency in previous roles. Share specific examples of process improvements or automation initiatives you've led, and how they positively impacted user experience and adoption.
