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- Tasks: Join our team as a Salesforce Service Cloud Business Analyst and drive impactful service solutions.
- Company: MSD, an inclusive employer committed to diversity and innovation.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by enhancing user experience and driving service excellence.
- Qualifications: Experience in Salesforce Service Cloud and strong communication skills are essential.
- Other info: Collaborative environment with global reach and exciting career development 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.
- 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 in London 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 London
✨Tip Number 1
Network like a pro! Reach out to current employees at MSD through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the job. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by diving deep into Salesforce Service Cloud. Brush up on your knowledge of case management and user experience. The more you know, the more confident you'll feel when discussing how you can add value to the team.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past experiences where you translated business needs into effective Salesforce solutions. Use specific examples to illustrate your impact!
✨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 serious about joining the team at MSD.
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 role of a Salesforce Service Cloud Business Analyst. Highlight your experience with Salesforce, especially in Service Cloud, and showcase any relevant projects or achievements that align with the job description.
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 skills from the job description, like your experience with Jira and Agile delivery, and how they relate to the responsibilities you'll be taking on.
Showcase Your Stakeholder Engagement Skills: Since this role involves collaborating with various stakeholders, make sure to highlight your communication and engagement skills. Share examples of how you've successfully worked with both business and technical teams in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at MSD
✨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 job at MSD.
✨Prepare for Stakeholder Engagement
Since this role involves a lot of collaboration with business stakeholders, think about examples where you've successfully gathered requirements and translated them into actionable solutions. Practise articulating your thought process clearly, as communication is key.
✨Familiarise Yourself with Agile and Jira
Given the emphasis on Agile delivery and managing a Jira backlog, make sure you're comfortable discussing your experience with these methodologies. Be prepared to share specific instances where you've contributed to UAT coordination or backlog refinement.
✨Showcase Your Process Improvement Mindset
This role is all about enhancing user experience and efficiency. Think of examples where you've identified process improvements or automation opportunities in your previous roles. Highlighting your proactive approach will resonate well with the interviewers.
