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 responsibilities:

• Map and harmonize end-to-end Customer and Technical Service processes; define features and user stories.

• Configure and extend Service Cloud (Agentforce for Life Sciences) and Salesforce Field Service with best practices.

• Run discovery workshops, training, and hypercare; partner with local admins to drive adoption and KPIs (e.g., SLA, FTF, MTTR).

• Ensure data quality and reporting foundations for operational insights and continuous improvement.

Your qualifications:

• University degree business administration, economics, or similar field

• At least 3 years as Salesforce BA/Admin with Service Cloud and/or Salesforce Field Service in production environments.

• Salesforce Administrator certification required; Service Cloud and/or Field Service certifications mandatory; Salesforce Business Analyst certification preferred.

• Proficiency with Jira/Confluence

• Strong stakeholder and project management skills.

• Fluency in English required; other languages are a plus

• Willingness to travel internationally.