Global Business Analyst & Admin (Customer / Technical Service) - Salesforce (m/f/d)

Your assignments

PULSE Program (OneCRM):

Support the global OneCRM transformation at Fresenius Kabi and contribute to the build-out of a new Commercial Ecosystem, with a focus on Technical Service and Customer Service, by:

• Supporting the definition and continuous evolution of the Customer Engagement ecosystem within the Technical & Customer Service streams

• Preparing and facilitating workshops with local country teams to adapt global solutions to regional and regulatory requirements

• Defining and harmonizing end-to-end service processes across regions and business units, with a focus on: Service Cloud (within Agentforce for Life Sciences) and Salesforce Field Service

• Translating business requirements into features, user stories, and functional specifications, including initial solution concepts

• Configuring and technically enhancing within the Service Cloud and Salesforce Field Service

• Supporting training activities and hypercare phases during rollout of new features and releases

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

Operational Business Support

• Lead and support regional CRM initiatives and process optimizations surrounding the wider Customer Engagement ecosystem

• Providing platform-related support and driving CRM adoption in close collaboration with local administrators and drive CRM adoption to gain efficiencies wherever possible

• Developing training materials to ensure that stakeholders understand and can effectively use new systems and processes

• Data Management – keeping our CRMs clean and increase data quality (including tech debt reduction, data migration and cleaning)

• Support with Reporting & Analytics to allow take better data-driven decisions

• Close cross-functional collaboration with regional teams, IT and global digital transformation

Your profile

• University degree business administration, economics, or similar field

• At least 3 years of professional experience as a Salesforce Business Analyst and/or Admin on the Field Service and/or Service Cloud (ideally both)

• Hands-on knowledge of:

  • Service Cloud and customer service processes (e.g. case management, SLAs, customer support)

  • and/or technical and field service processes supported by Salesforce Field Service (e.g. work orders, assets, service appointments)

• Salesforce Administrator Certification required; Service Cloud and/or Field Service certifications are mandatory (additional Business Analyst, Sales Cloud certifications preferred)

• Strong project and stakeholder management skills

• In-depth, practical experience with JIRA and Confluence

• Independent, structured, and process- and result-oriented way of working

• Excellent communication and presentation skills

• Fluency in the English language is required, any additional languages (e.g. German) are an advantage

• Intercultural experience and willingness to travel internationally