As a Global (Senior) Business Analyst & Admin - Customer 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
Local Demand Definition & Implementation
Collaborate closely with business stakeholders, Product Owners, Business Analysts, and local CRM specialists to refine requirements and ensure implementation readiness
Commercial Excellence, Collaboration Model & Regional Hub Setup
Work closely with IT, Commercial Excellence, Digital, and Service organizations to ensure alignment across the broader ecosystem
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
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
Requisitions:
At least 5 years of professional experience in the Pharma / Life Sciences industry, ideally in service operations, technical service, or CRM environments
Strong experience with Salesforce Field Service, including scheduling, dispatching, work orders, assets, and mobile solutions
Solid understanding of data models, automation, integrations, and reporting capabilities in service environments
Experience or strong interest in leveraging AI-driven capabilities (e.g., Agentforce, predictive insights, automation) within CRM platforms
