Global Salesforce Business Analyst and Administrator – Customer Service and Platform

As Global Salesforce Business Analyst & Admin (m/f/d) - Customer Service & Platform, you are responsible for analyzing, shaping, documenting, and supporting the implementation of business requirements for the Customer Service and Platform stream within the global Customer Engagement ecosystem (Salesforce CRM), with a strong focus on Salesforce Service Cloud and Platform capabilities.

You act as the key interface between Customer Service stakeholders, Product Owners, technical teams, and regional or local CRM specialists. The role combines strong Business Analysis capabilities with hands-on Salesforce configuration knowledge. You translate business needs into clear, testable user stories and solution concepts and can independently implement approved no-code and low-code changes within the applicable governance framework.

Your focus is on scalable, harmonized, and user-centered Customer Service and Platform solutions. You ensure that global processes can be adopted effectively across regions while enabling appropriate localization for market-specific operational and regulatory requirements. You contribute functional and technical expertise across case management, customer interactions, knowledge, entitlements, service channels, automation, data quality, reporting, and related integrations.

Main Tasks/ Responsibilities:

1. Business Analysis and Requirements Engineering

• Plan, facilitate, and document workshops, interviews, process mapping, and refinement sessions with global and local Customer Service stakeholders; analyze processes, pain points, objectives, user needs, dependencies, risks, and business value.

• Translate business needs into complete, consistent, testable, and traceable epics, features, user stories, acceptance criteria, process flows, business rules, data, and non-functional requirements aligned with platform strategy and scope.

• Challenge demands and identify opportunities to standardize, simplify, reuse, automate, or leverage existing Salesforce capabilities.

• Maintain and prioritize the backlog with the Product Owner based on value, urgency, risk, effort, dependencies, and strategic alignment; document requirements and decisions in JIRA and Confluence.

2. Functional Solution Design and Salesforce Configuration:

• Design maintainable Service Cloud and Platform solutions with Product Owners, architects, developers, integration specialists, data teams, and other platform streams, assessing standard functionality, configuration, low-code automation, integration, or custom development.

• Configure approved no-code and low-code changes within governance and deployment processes, including objects and fields, layouts, Dynamic Forms, record types, Lightning pages, list views, queues, assignment and validation rules, reports, dashboards, Flow automation, and other declarative capabilities.

• Create prototypes or proof-of-concept configurations and assess end-to-end impacts on processes, data, integrations, automation, reporting, permissions, mobile use, and dependent platform streams.

• Ensure compliance with architecture, security, access-control, data protection, naming, documentation, and release standards; collaborate with developers for Apex, Lightning Web Components, or other coded solutions, as software development is outside the role.

3. Customer Service Process and Platform Ownership Support

• Serve as functional expert for Customer Service processes and Service Cloud, including case lifecycle, inquiries, interaction history, routing and queues, service channels, knowledge, entitlements and milestones, templates, automation, and reporting.

• Drive consistent end-to-end processes and data flows across Customer Service, Sales, Marketing, Technical Service, and connected systems; evolve reusable global templates while enabling justified, controlled localization.

• Identify improvements to agent productivity, first-contact resolution, response quality, process transparency, and customer experience.

• Support the responsible evaluation and adoption of AI-enabled and automation capabilities, including Agentforce where applicable.

4. Testing, Release, and Deployment Support

• Define test scenarios and expected results; prepare and execute functional testing and support integration, end-to-end, regression, and user acceptance testing.

• Triage defects, clarify expected behavior, support root-cause analysis, and coordinate resolution with the appropriate teams.

• Support release planning, readiness, deployment preparation, release notes, post-deployment validation, and hypercare; help prioritize incidents, defects, process gaps, and enhancements.

5. Stakeholder Collaboration and Enablement

• Build trusted relationships with global and local Customer Service stakeholders; communicate effectively with business and technical audiences and facilitate decisions by clearly presenting options, trade-offs, impacts, recommendations, and open points.

• Guide local CRM specialists on market adoption, training, end-user support, and complex or escalated topics.

• Create or support process documentation, user guidance, release communications, training materials, and enablement concepts.

• Contribute to cross-regional communities of practice and promote consistent Business Analysis and Salesforce configuration standards.

6. Data, Reporting, and Operational Support

• Ensure the quality, consistency, integrity, and appropriate use of Customer Service and cross-stream Platform data, including cases, interactions, accounts, contacts, knowledge, entitlements, and service history.

• Define reporting requirements and create or support reports and dashboards for operational management, service performance, adoption tracking, and continuous improvement.

• Analyze incidents, user feedback, process performance, and platform usage to identify improvements; provide expert functional support for complex or escalated topics and coordinate with technical teams as needed.

Requirements / Knowledge to fulfil the position:

• Degree in business administration, economics, IT, engineering, or a related field, or equivalent experience.

• At least 5 years in Business Analysis, CRM, Customer Service, commercial operations, or a related field—preferably Pharma/Life Sciences—including 3+ years of hands-on Salesforce Service Cloud experience in a BA, Functional Consultant, Administrator, or similar role.

• Expertise in requirements elicitation, process analysis, workshops, user stories, acceptance criteria, backlog refinement, stakeholder alignment, agile delivery, JIRA, and Confluence.

• Hands-on Salesforce declarative and low-code configuration, including Flow; able to implement governed code-free changes and assess automation, errors, maintainability, and testing.

• Strong Service Cloud knowledge: case management, routing/queues, channels, knowledge, entitlements, automation, security, data models, reporting, and integrations.

• Experience in functional testing, UAT, defect triage, releases, and hypercare; knowledge of role-based access, profiles/permission sets, data protection, auditability, and controlled deployments.

• Salesforce Business Analyst certification required or obtainable within an agreed period; Administrator and Service Cloud Consultant certifications strongly preferred.

• Strong analytical, conceptual, problem-solving, facilitation, documentation, stakeholder-management, and communication skills; able to balance value, user experience, standardization, risk, and maintainability.

• Structured, independent, collaborative, results- and detail-oriented; accountable, interculturally competent, fluent in English, additional languages advantageous, and willing to travel internationally at least 30% as required