Senior Specialist – Salesforce Service Cloud Business Analyst

Job Description

Role Overview

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

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 Cloudrelated 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 Cloudrelated process or usability issues

Cross-Domain Collaboration

• Maintain working knowledge across all Salesforce Technology Service Cloudrelated 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
• undefined

Skills & Experience

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 Basedriven processes
• Experience supporting global rollouts

Required Skills:

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co. Inc. Rahway NJ USA also known as Merck Sharp & Dohme LLC Rahway NJ USA does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place introductions are position specific. Please no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*A job posting is effective until 11:59:59PM on the day BEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.