Global Salesforce Business Analyst & Administrator – Field Service

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

You act as the key interface between Technical 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 Technical Service 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, Work Order and Service Appointment Management, Field Service Mobile App configuration as well as Scheduling and Optimization.

Main Responsibilities:

1. Business Analysis and Requirements Engineering

· Plan, facilitate, and document workshops, interviews, process-mapping sessions, and refinement meetings to analyze current processes, pain points, objectives, user needs, dependencies, risks, and expected business value.

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

· Constructively challenge demands and identify opportunities to standardize, simplify, reuse, automate, or address needs through existing Salesforce capabilities.

· Maintain and prioritize the Technical Service backlog with the Product Owner based on value, urgency, risk, effort, dependencies, and strategic alignment, documenting requirements and decisions in JIRA and Confluence.

2. Functional Solution Design and Salesforce Configuration

· Design functional solutions for Salesforce Field Service, Service Cloud, and Platform capabilities with Product Owners, architects, developers, integration specialists, data teams, and other platform streams.

· Assess whether requirements should be addressed through standard functionality, configuration, low-code automation, integration, or custom development, prioritizing maintainable standard capabilities.

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

· Create prototypes or proof-of-concept configurations and conduct end-to-end impact assessments covering processes, data, integrations, automation, reporting, permissions, mobile use, and dependent platform streams.

· Ensure configurations comply with architecture, security, access-control, data-protection, naming, documentation, and release-management standards; collaborate with developers when Apex, Lightning Web Components, or other coded solutions are required, as software development is outside this role.

3. Technical Service Process Ownership Support

· Act as a functional expert for Technical Service, Field Service, and Service Cloud processes and capabilities, including case lifecycle, routing and queues, email and service channels, Work Order Management, Scheduling, the Field Service Mobile App, automation, and service reporting.

· Promote consistent end-to-end processes and data flows across Customer Service, Sales, Marketing, Technical Service, and connected systems.

· Advance reusable global templates and capabilities while enabling justified, controlled localization, and identify improvements to agent productivity, first-contact resolution, response quality, process transparency, and customer experience.

· Support the evaluation and responsible adoption of AI-enabled and automation capabilities for Customer Service and Field Service use cases, including Agentforce where applicable.

4. Testing, Release, and Deployment Support

· Define test scenarios and expected results from requirements and acceptance criteria; prepare and execute functional testing and support system 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 assessments, deployment preparation, release notes, and post-deployment validation, and provide hypercare by prioritizing incidents, defects, process gaps, and enhancement demands.

5. Stakeholder Collaboration and Enablement

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

· Collaborate with local CRM specialists on market adoption, training, and end-user support, providing expert guidance on complex or escalated topics and supporting 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 Technical Service and cross-stream Platform data, including cases, accounts, work orders, assets, locations, and product items.

· Define reporting requirements and create or support reports and dashboards for operational management, service-performance monitoring, adoption tracking, and continuous improvement; analyze incidents, user feedback, process performance, and platform usage to identify opportunities.

· Provide expert-level functional support for complex or escalated Technical Service topics and coordinate with technical teams as required.

Requirements / Knowledge to fulfil the position:

• University degree in business administration, economics, information technology, engineering, or a related field, or equivalent professional experience.

• At least 5 years of professional experience in Business Analysis, CRM, Technical Service, commercial operations, or a related environment (preferably Pharma or Life Sciences), including at least 3 years of hands-on Salesforce Field Service experience as a Business Analyst, Functional Consultant, Administrator, or in a comparable role.

• Proven experience in requirements elicitation, process analysis, workshop facilitation, user-story writing, acceptance criteria, backlog refinement, and stakeholder alignment.

• Hands-on knowledge of Salesforce declarative configuration and low-code capabilities, including Salesforce Flow, with the ability to implement controlled changes without code and assess automation impacts, error handling, maintainability, and testing needs.

• Solid understanding of Field Service and Service Cloud concepts, including Case Management, Work Order and Service Appointment Management, Scheduling and Optimization, and Field Service Mobile App capabilities.

• Experience with agile delivery methods and tools such as JIRA and Confluence, as well as functional testing, UAT preparation and execution, defect triage, release support, and hypercare.

• Understanding of role-based access, profiles and permission sets, data protection, auditability, and controlled production deployment practices.

• Salesforce Business Analyst certification is required or expected within an agreed period; Salesforce Administrator, Service Cloud Consultant, and Field Service Consultant certifications are strongly preferred.

• Strong analytical, conceptual, problem-solving, stakeholder-management, facilitation, documentation, and communication skills; able to balance business value, user experience, standardization, risk, and technical maintainability while working in a structured, independent, collaborative, results-oriented manner with attention to detail and ownership of outcomes.

• Fluency in English is required; additional languages are an advantage, alongside intercultural competence, effectiveness in a global environment, and willingness to travel internationally at least 30% where required.