Salesforce Business Analyst

Job Description

We are seeking a Salesforce Business Analyst to join our Global Commercial Operations team. You will be a trusted advisor to our business stakeholders, ensuring that strategy and execution are aligned in the CRM.

Working closely with the Senior Business Analyst and Product Owner, you would analyze business processes, map customer journeys, gather requirements, and collaborate with IT teams to design and configure Salesforce solutions.

This role is an opportunity to demonstrate your skills and grow your experience across Service Cloud, Sales Cloud, data, AppExchange solutions, Experience Cloud, integrations, and user experience. You'll also be responsible for testing, increasing user adoption, promoting best practices, supporting end-user training, and driving efficiency using automation.

Who are you?

You are an enthusiastic Business Analyst, passionate about delivering a great experience to users and an advocate for technology and how it can support both business and customers.

You are a great communicator and are experienced at helping teams working on the Salesforce platform solve their challenges and achieve their goals by providing solutions, training, and guidance, and have a record of success in improving processes and adoption.

You are forward-thinking, enjoy learning, are comfortable working in a fast-changing environment, and thrive working in a close-knit team to deliver outstanding results. If you don't know how to solve an issue, you are determined to find an answer and are comfortable asking for help, consulting experts within and outside of the organization, and then sharing that knowledge with other team members.

What will you do?

Enhancements and new rollouts

• Collaborate with business stakeholders to identify business requirements and translate them into scalable Salesforce solutions, communicating clearly and concisely the 'why and how' with business stakeholders and users.
• Facilitate requirements gathering for enhancements, creating user stories, user acceptance test plans, and documentation, as well as creating and delivering user training.
• Work in an Agile way to increase the organization's ability to deliver applications and services faster and commit to continuous improvement.
• Use Jira to manage incoming requests and champion documentation standards, ensuring development teams are prepared and informed to deliver successful project requirements.
• Facilitate IT and business use case walk-through sessions.

Support & Maintenance

• Support multiple business units, internal and 3rd-party users to manage their workload in Salesforce effectively.
• Be a champion of user adoption, promoting best practices and efficiency using automation.
• Manage and monitor support tickets in Jira, highlighting and investigating any trends in the data, giving feedback to the users or working with the Senior BA and development team to resolve.
• Support the Product Owner in review meetings.
• Use data to provide insights to the business and promote the importance of data quality.

Qualifications, Skills & Experience Required

Essential

• Ability to apply critical thinking, analytical, and problem-solving skills in a fast-paced atmosphere with curiosity, exploration, and challenge to gain a deep understanding of problems and proposed solutions.
• Communication & Requirements Gathering - Excellent communicator at all levels of an organization, ability to translate technical terms into non-technical language, can distinguish user requests from the underlying true needs using creativity and critical thinking to create requirements documents and user stories.
• Adoption & Process Improvement - Identifying pain points in processes & making recommendations, understanding of user and customer experience.

Desirable

• Salesforce Admin or Business Analyst Certified/working towards certified status or experience of working with a complex Salesforce org, with multiple integrations and dependent platforms.
• Exposure to advanced Sales Cloud Features - Einstein, Forecasting, etc.
• Experience of Scrum, Agile, DevOps, and technology such as Jira and Confluence.
• Experience carrying out testing and coordinating user acceptance testing.
• Demonstrates continued personal/professional development, active in the Salesforce community.

Closing date for applications: 14th November 2024

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:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Remote

Shift:

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Hazardous Material(s):

Job Posting End Date:

11/14/2024

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