Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.
A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech CenteThe Lab Integration Platform is a critical enabler of digital transformation strategy, supporting secure, compliant, and efficient data exchange across laboratory systems.
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.
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).
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.
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.
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.
2+ years' experience working on Salesforce projects in a Business Analyst, Technical BA, or Functional Consultant capacity
At least 1 relevant Salesforce certification (e.g., Salesforce Certified Business Analyst, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Platform App Builder, or Life Sciences Cloud equivalent)
Strong ability to write clear, testable user stories and acceptance criteria
Experience with process mapping, data mapping, and requirements documentation
Solid understanding of the Salesforce platform — data model, security model, declarative automation (Flows), and standard objects
Hands-on experience with Jira for backlog management and sprint delivery
Proven experience working within Agile delivery frameworks (Scrum or SAFe)
Excellent communication and stakeholder management skills — you can translate between business and technical language with confidence
Understanding of GxP requirements in validatd systems.
Experience with Confluence, Mural, or similar collaboration and documentation tools
Understanding of integration patterns (APIs, middleware, data sync) and how they impact requirements
Experience supporting UAT planning and execution, including test scenario design
Familiarity with release management processes and SDLC governance
Animal Health, Pharmaceutical or Life Sciences industry experience
Experience working with geographically distributed teams across multiple time zones.
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.
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are intellectually curious, join us—and start making your impact today.
Account Management, Activity Management, Audit Trails, Business Models, Competency Management, Data Modeling, Delivery Management, Design Applications, Documentation Preparation, Expectation Management, Price Quotes, Process Alignment, Product Delivery, Release Management, Requirements Gathering, Requirements Management, Revenue Models, Sales Services, Service Metrics, Solution Architecture, Solutions Design, Stakeholder Management, System Designs, System Integration, Technical Requirements Gathering
Current Employees apply HERE
Current Contingent Workers apply HERE
Secondary Language(s) Job Description:
#MSDHYDIT
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.
Regular
Domestic
No
No Travel Required
Hybrid
Not Indicated
No
n/a
09/16/2026
*A job posting is effective until 11:59:59PM 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.
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MSD Talent Acquisition Lead
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MSDMSD (known as Merck in the US and Canada) is a global pharmaceutical and life sciences company developing medicines, vaccines, and animal health products.
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