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- Tasks: Join our team as a Salesforce Business Analyst and drive impactful service solutions.
- Company: Be part of a global tech leader with a focus on innovation and collaboration.
- Benefits: Enjoy 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: Dynamic role with opportunities for global collaboration and career advancement.
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
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Senior Specialist – Salesforce Service Cloud Business Analyst 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
✨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 interviews by practising common questions related to Salesforce and business analysis. We recommend doing mock interviews with friends or using online resources. The more you practise, the more confident you'll feel when it’s time to shine!
✨Tip Number 3
Showcase your skills! Create a portfolio that highlights your past projects and achievements in Salesforce. This will give potential employers a clear picture of what you can bring to the table. Don’t forget to include any relevant certifications!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to landing that dream job as a Salesforce Service Cloud Business Analyst with us!
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 a Salesforce Service Cloud Business Analyst. Highlight your experience with Case Management, Work Orders, and any relevant Salesforce projects you've worked on. 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 the perfect fit. Don’t forget to mention your experience with Agile methodologies and stakeholder engagement, as these are key for us.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. Whether it's improving user adoption or managing a Jira backlog, we love to see how you approach problem-solving and deliver value to your team.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at MSD
✨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 effective 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 Agile with Jira
Familiarise yourself with Jira and Agile methodologies if you haven't already. Be prepared to discuss how you've managed backlogs or coordinated UAT in previous roles. Showing that you can navigate these tools effectively will give you an edge.
✨Showcase Your Problem-Solving Skills
Think of specific instances where you've identified process improvements or automation opportunities. Be ready to share these examples during the interview, as they highlight your proactive approach and focus on user experience, which is crucial for this role.
