Spclst , Solution Architecture

Our team deliver global CRM transformation with a goal to create a single, connected CRM experience across Marketing, Sales, and Customer Service.

We're building from the ground up — collaborating on global processes, integrating enterprise systems, and laying the foundation for continuous improvement, AI-driven insights, and scalable growth.

It's an exciting time to join. You'll be part of a collaborative, cross-functional team working at the intersection of business and technology, with real influence over what gets built and how it works.

As a Salesforce Technical Business Analyst you will act as the critical bridge between business stakeholders and our technical delivery teams in our Subscription Services Product Line. You'll work closely with Solution Architects, Product Owners and commercial business users to ensure that what we build is grounded in real business need, clearly documented, and delivered to a high standard.

This is a hands-on role for someone who thrives on turning complex business problems into clear, actionable requirements — and who cares about getting the detail right. You'll be embedded in the delivery cycle from requirements through to release, with ownership of the quality and clarity of what goes into each sprint.

Key Responsibilities:

Requirements & Documentation:

Collaborate with commercial business teams and other business analysts to document and validate requirements , ensuring they are clear, complete, and testable.

Work with Solution Architects to translate high-level solution designs into actionable, sprint-ready tickets for the development team.

Supports the Solution Architect with maintenance of technical process flows, data mappings, and supporting solution design documentation to clearly articulate the needs and resulting technical solution.

Where necessary, write well-structured user stories with robust acceptance criteria using best-practice formats (e.g., As a… I need… so that… and Given-When-Then ).

Delivery & Quality:

This role with act as a ‘quality gate’ ensuring that the requirements which reach our technical team meet our Definition of Ready & will support the solution architect in reviewing user stories ahead of refinement & build, ensuring stories meet a clear definition of ready before entering a sprint.

Partner with QA to develop test scenarios and support User Acceptance Testing (UAT) , ensuring delivered functionality meets documented acceptance criteria.

Own the SDLC, GxP and release management processes , ensuring all necessary documentation, approvals, and traceability are in place for each release.

Stakeholder Engagement

Support the Technical Product Owner & Solution Architects with day-to-day liaison between commercial business teams and the technical delivery team , ensuring alignment and managing expectations.

Build strong relationships with Solution Architects, developers, and QA to ensure a shared understanding of what is being built and why.

Run & Operate and Continuous Improvement

Support our run and operate teams to document FAQs, SOPs and guidance for completing service requests

Support the run and operate teams with L2 support on bugs and user issues – collaborating with the wider technical product team to identify the root cause and resolution

Stay current with Salesforce platform capabilities and releases , proactively identifying features that could benefit the business.

You will act as a subject-matter expert within the Subscription & Aftersales products.

You'll need to be comfortable operating across diverse commercial sales models — from traditional transactional sales through to recurring/subscription-based models — and understand how these translate into different CRM process, data, and reporting requirements.

Opportunity & Pipeline Management

CPQ / Quote-to-Cash processes — including product selection, pricing, quoting, approvals, orders, billing, and renewals

Account and Contact Management

Demonstrable experience working with Salesforce Sales Cloud and CPQ solutions in a BA, functional consultant, or product role

Strong understanding of end-to-end sales processes , including those involving subscription based business models

You will be part of our Service Cloud and Pharmacovigilance product line, bringing deep knowledge of customer service operations and Salesforce Service Cloud capabilities.

Case Management (creation, routing, assignment, resolution)

Omnichannel support (email-to-case, web-to-case, CTI)

Queues, escalation rules, and entitlements

Service automation and agent productivity

Service reporting and customer satisfaction metrics

Knowledge

Demonstrable experience working with Salesforce Service Cloud in a BA, functional consultant, or product role

Strong understanding of customer service operations (case lifecycle, SLA management, service team workflows)

Experience with Life Science specific service operations, including Pharmacovigilance would be beneficial.

You will be part of our core Life Science Cloud product team, bringing knowledge of life sciences commercial processes and Salesforce's industry-specific platform.

Life Sciences Cloud data model (HCPs, HCOs, Affiliations, Person Accounts)

Visit and Activity Management

Cycle and Account Planning

Sample Management

Consent Management

Territory Management

Closed Loop Marketing (CLM) and content delivery

Pharmacovigilance

Demonstrable experience working with Salesforce Life Sciences Cloud (or Health Cloud / Veeva CRM) in a BA, functional consultant, or product role

Animal Health, Pharmaceutical or Life Sciences industry experience is required — you understand the regulatory landscape, commercial field operations, and the nuances of HCP/HCO engagement.

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

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.

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