Job Description

R413875 Spclst , Technical Support

Opportunity:

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare. • Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. • Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

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 system

The position:

We are looking for a Salesforce Administrator to be part of our company’s Animal Health IT team. Your main responsibility will be to play a vital role in the administration and maintenance of our Salesforce CRM instance - using your technical knowledge, creativity, user-centric mindset and communication skills to support and enhance the tools our teams need to deliver outstanding support to our customers.

We are looking for a proactive individual that can help us continually improve and enhance our Salesforce platform, gathering requirements and feedback, designing scalable best practice solutions, and managing the product road map. Our Salesforce user experience is of great importance to us; therefore the Salesforce Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority. You will enjoy mentoring other Salesforce Admins and working alongside our other technical product owners and business partners.

We are looking for someone with a deep understanding of the Salesforce platform, who can understand both our current setup and our business objectives, in order to quickly identify areas of improvement. The Salesforce Administrator should be comfortable with change management and governance, as well as communicating, prioritising and managing all aspects of a Salesforce project. The ideal candidate will be happy liaising with stakeholders at all levels, with the ability to translate technical information into layman’s terms, clearly explaining design options and their potential impact.

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 practice, supporting end-user training, business analysis and driving efficiency using automation.

Who are you?

 

You are an experienced Salesforce Administrator who is passionate about delivering a great experience to our users and are an advocate for technology and how it can support our business and its 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.

You have a record of success in improving processes and adoption using the Salesforce platform and have some experience facilitating and collaborating with teams across the organisation to gather and document their requirements.

You are forward thinking, enjoy learning, are comfortable working in a fast-changing environment and thrive when working as part of 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 or solution 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

• ‘No-Code’ development – primarily building and maintaining flows, dynamic pages/UI, Salesforce.com Core features, profiles, permissions, reports, dashboards etc.

• Completing functional testing and coordinating user acceptance testing, gathering and implementing feedback.

• Participate in creation of training materials, as well contribute to training of end-users.

• Participate in requirements gathering for enhancements, creating user stories and documentation.

• Support & Maintenance

• Triage and resolve support tickets, user maintenance, profile assignment, data loads, creation and updates to reports & dashboards.

• Monitoring and investigating any errors, using your technical skills to dig into flow failures, giving feedback to the users or working with the development team to resolve.

• Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer.

• Use data to provide insights and visibility to the business and promote the importance of good data quality.

Qualifications, Skills & Experience Required  -

• Experience working with Sales Cloud & Service Cloud & No Code Configuration/Automation – in-depth knowledge and configuration of these cloud features, Salesforce Flows and other declarative features (page layouts, dynamic forms, reports etc.) always designing with scalability and best practice in mind

• End-user support & training- management and interpretation of incoming requests, ability to triage, handle and prioritize simultaneous requests, documenting requirements and creating training materials

• 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. Creating requirements documents and user stories.

• Technical Documentation and Release Management – documenting solutions you have implemented, writing testing instructions etc. Experience deploying changes across environments using a deployment tool (Flosum, Gearset, Copado etc).

• Adoption & Process Improvement – identifying pain points in processes & making recommendations, understanding of user and customer experience

• Salesforce Admin Certified or 5+ years’ experience and working towards certified status

 

Desirable

• CPQ experience (Salesforce or other)

• Salesforce Experience Cloud knowledge would be an advantage

• Salesforce Life Sciences Cloud or Health Cloud knowledge would be an advantage

• Experience of a complex Salesforce org, with a number of integrations and dependent platforms

• Exposure to advanced Sales Cloud & Service Cloud Features – Agentforce, Forecasting etc.

• Additional Certifications – Platform App Builder/Sales Cloud Consultant

• Use of Jira and/or understanding of Agile/Scrum ways of working

• Experience working with Field Service Lightning

• Experience carrying out testing and coordinating user acceptance testing

• Understanding of basic triggers/Apex code principles

• Demonstrates continued personal/professional development

• Active in the Salesforce community

• Understanding of Salesforce Data Cloud would be an asset

Who we are: 

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. 

What we look for: 

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. 

Required Skills:

Agile Project Management, Agile Project Management, Agile Tools, Availability Management, Change Controls, Constructive Feedback, Customer Experience Management, End-User Training, Incident Management, Management System Development, Problem Management, Quality Assurance (QA), Receptive to Feedback, Release Documentation, Release Management, Release Notes, Requirement Documents, Requirements Gathering, Salesforce Data Cloud, Service Delivery, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), System Maintenance, Technical Writing Documentation {+ 5 more}

Preferred Skills:

FAA Certification, Salesforce Administration, Salesforce Configuration, Salesforce Customization, Salesforce Integration, Salesforce Security, Salesforce Testing

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. 

Employee Status:

Regular

Relocation:

Domestic

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

09/15/2026

*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.