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

As a Global Salesforce Business Analyst & Admin for Service you will be part of the Global Commercial Ecosystem & Enablement Team at Fresenius Kabi AG. In addition to providing daily operational support, you will contribute to the global OneCRM program (called PULSE), focusing in particular on the harmonization of customer service and technical processes. You will support the design, configuration, and rollout of OneCRM functions related to Technical and Customer Service and contribute to the continuous evolution of a global Salesforce platform.

The role combines Business Analysis and Salesforce Administration, with a strong focus on platform enhancement, feature development, and configuration within Agentforce for Life Sciences, Service Cloud, and Salesforce Field Service. You will work side by side with Product Owners, global teams, and local administrators, supporting the delivery of scalable, harmonized solutions while ensuring the platform can be effectively adopted and extended at regional level.

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