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 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
• 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 Base–driven processes
• Experience supporting global rollouts

Required Skills:

Agile Methodology, 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, Laboratory Informatics, Process Improvements, Requirement Workshops, Security Management, Software Development {+ 2 more}

Preferred Skills:

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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:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Remote

Shift:

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Hazardous Material(s):

Job Posting End Date:

03/6/2026

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