Global Salesforce Business Analyst & Admin – Salesforce Field Service

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

Your Requisitions:

• 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