Global Salesforce Business Analyst & Admin (m/f/d) – Customer Service & Platform
Core
Analyze, shape, and support the implementation of business requirements for the global Customer Service and Platform stream within the Salesforce CRM ecosystem, focusing on Service Cloud and Platform capabilities.
Role type
Senior Business Analyst & Salesforce Administrator
Builds
Scalable, harmonized, and user-centered Customer Service and Platform solutions
Domain
Healthcare (Pharma/Life Sciences) + Salesforce CRM
Required skills
Business Analysis, Requirements Engineering, Salesforce Service Cloud Configuration, Low-code Automation (Flow), Stakeholder Management, Process Mapping, Data Quality, Reporting, Functional Testing
Preferred skills
Salesforce Administrator Certification, Salesforce Service Cloud Consultant Certification, AI-enabled capabilities (Agentforce), International travel
Technologies
Salesforce, Service Cloud, Flow, JIRA, Confluence
Responsibilities
Translate business needs into testable user stories and solution concepts; Configure no-code and low-code changes within governance frameworks; Drive consistent end-to-end processes across Customer Service and connected systems; Define test scenarios and support release planning and deployment; Create or support reports and dashboards for operational management.
Seniority
Senior, hands-on IC