Salesforce Business Analyst & Administrator

As a Global Salesforce Platform Administrator - Technical Service, you are responsible for the design, configuration, and continuous evolution of the Technical Service stream within the global Customer Engagement ecosystem (CRM), with a strong focus on Salesforce Field Service.

You are part of a globally distributed platform team, organized across regional hubs to ensure scalable coverage across time zones. You will work side by side with Product Owners, and global teams, supporting the delivery of scalable, harmonized solutions while ensuring the platform can be effectively adopted and extended at regional level. The role combines Business Analysis and Salesforce Administration, with a strong focus on platform enhancement, feature development, and configuration, while collaborating with local CRM specialists who drive end-user support, and training in the markets.

Your focus is on implementing and evolving Field Service and technical service solutions in alignment with global platform strategy, ensuring consistency, scalability, and operational efficiency across regions. You contribute deep functional and technical expertise in areas such as work order management, scheduling, asset tracking, and mobile service execution, supporting both global and local stakeholders for complex requirements and the continuous evolution of the Customer Engagement ecosystem.

Responsibilities:

Global Platform Development (Technical Service Stream)

• Own and evolve the Technical Service stream within the global Customer Engagement ecosystem, ensuring scalability, standardization, and alignment with global platform strategy

• Design and implement global solutions across Salesforce Field Service and Service Cloud, including work orders, service appointments, scheduling, dispatching, asset management, and mobile workflows

• Collaborate closely with other platform streams (e.g., Sales, Marketing, Customer Service) to ensure seamless end-to-end processes, consistent data flows, and a unified customer and service view

• Translate business requirements into solution designs and technical specifications, ensuring best practices and long-term maintainability

• Ensure alignment with global data models, governance frameworks, and architecture standards

• Continuously improve the platform by identifying opportunities for automation, optimization of scheduling and dispatching, and efficiency gains in field operations

• Supporting the evaluation, adoption, and gradual integration of Agentforce capabilities into Salesforce Field Service use cases as part of the platform’s future evolution

Local Demand Definition & Implementation

• Own the implementation of prioritized demands in alignment with global governance and product prioritization processes

• Collaborate closely with business stakeholders, Product Owners, Business Analysts, and local CRM specialists to refine requirements and ensure implementation readiness

• Validate and challenge incoming requirements to ensure scalable, reusable, and globally aligned service solutions

• Support localization by adapting global service processes and templates to market-specific operational and regulatory requirements while maintaining overall standardization

• Contribute to workshops and alignment sessions to ensure smooth translation of business needs into global solutions and effective deployment into operations

• Evaluate and prioritize demands with a focus on leveraging AI and automation capabilities where applicable

Commercial Excellence, Collaboration Model & Regional Hub Setup

• Operate as part of a globally distributed Salesforce platform team, organized across regional hubs to ensure coverage across time zones

• Collaborate seamlessly across regions, with shared responsibility for all countries and markets, both in daily operations and platform evolution

• Act as the functional expert for Technical Service and Field Service, supporting local CRM specialists with deep platform knowledge and guidance when required

• Work closely with IT, Commercial Excellence, Digital, and Service organizations to ensure alignment across the broader ecosystem

• Lead and support cross-regional initiatives to enhance service efficiency, technician productivity, and customer experience

Data Analytics & Operational Business Support

• Ensure data quality, consistency, and integrity across the Technical Service domain, including assets, work orders, service history, and scheduling data

• Enable advanced reporting, analytics, and AI-driven insights by ensuring proper data structure and availability for service performance tracking and optimization

• Support the development of training materials and enablement concepts, and contribute to training sessions where required (e.g., complex scheduling scenarios, mobile workflows, or new functionalities), in close collaboration with local teams

• Provide expert-level support for complex or escalated topics, particularly in areas such as scheduling logic, dispatching, work order lifecycle, mobile solutions, and integrations, enabling local teams to operate Field Service effectively

Requisite Qualification & Experience:

• At least 5 years of professional experience in the Pharma / Life Sciences industry, ideally in service operations, technical service, or CRM environments

• AT least 3 years of hands-on experience working with Salesforce Field Service and/or Service Cloud as a Salesforce Business Analyst and/or Admin

• University degree in business administration, economics, IT, or a related field

• Strong experience with Salesforce Field Service, including scheduling, dispatching, work orders, assets, and mobile solutions

• Proven experience in translating business requirements into scalable service solutions within a global platform environment

• Experience working within global governance models and collaborating with distributed, cross-regional teams

• Salesforce Business Analyst required; additional certifications such as Field Service and/or Service Cloud certifications are strongly preferred

• Solid understanding of data models, automation, integrations, and reporting capabilities in service environments

• Experience with agile delivery models and tools such as JIRA and Confluence

• Strong analytical and problem-solving skills, with the ability to design scalable and maintainable solutions

• Experience or strong interest in leveraging AI-driven capabilities (e.g., Agentforce, predictive insights, automation) within CRM platforms

• Strong stakeholder management and communication skills, with the ability to collaborate effectively across technical and business teams

• Structured, independent, and results-oriented working style

• Fluency in English required, any additional languages are an advantage

• Intercultural experience, ability to work in a global environment, and willingness to travel internationally