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…