Senior Staff Consultant (Business Analyst - Service cloud, Field Service Lightning)
Core
Lead the analysis, design, and implementation of the future Service Representative experience within the end-to-end business process for Service Cloud and field service operations.
Role type
Senior Staff Consultant (Business Analyst - Service Cloud, Field Service Lightning)
Builds
Future Service Representative experience, process flows, data models, and integration interfaces for ServiceMax Go, BFS, and associated tools.
Domain
Field Service Management, Service Cloud, Enterprise Systems Integration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-to-end service process design, system integration mapping, functional requirements translation, process modeling, data governance definition, gap analysis, change management planning
Preferred skills
AI-driven process design (people.AI), UX/UI collaboration, installed base management optimization, lead generation workflow design
Technologies
Service Cloud, ServiceMax Go, BFS, OnSite, IB Collection apps, mySchneider, CRM, ERP
Responsibilities
Define and document detailed business requirements for Service Cloud and field service applications covering the service visit lifecycle. Design process flows and data models outlining interfaces between Service Representatives, support teams, and downstream systems. Collaborate with product owners, developers, and architects to ensure seamless integration between ServiceMax Go, BFS, and other tools. Drive optimization of installed base management and lead generation workflows. Conduct gap analysis between current and future state processes. Coordinate with data stewards to define data governance rules. Facilitate review sessions with business stakeholders to validate requirements and track project progress.
Seniority
Senior Staff, hands-on IC
