The Salesforce Business Analyst plays a key role in supporting the local sales organizations with Salesforce applications in the aftersales/service domain. This includes managing day-to-day Salesforce-related activities, addressing change requests, and identifying opportunities for further improvements to the tool. The role requires a proactive approach to enhancing the efficiency and effectiveness of Salesforce functionalities and ensuring alignment with business needs. The Salesforce Business Analyst is acting as change agent into the organization to enforce standardization. To succeed on that, the Salesforce Business Analyst works collaboratively with the IT team and business units.
responsibilities :
Responsible to define the process templates for the area of responsibilities in alignment with the Head Aftersales Excellence
Provide technical and functional support to LSOs on Salesforce usage, particularly in managing field service operations and customer interactions.
Act as the primary point of contact for Salesforcerelated change requests, enhancements, and tool optimizations.
Collaborate with IT to evaluate, approve, test, and implement changes in Salesforce.
Identify opportunities to improve processes and dashboards, enabling better analysis, understanding, and improvement of customer service.
Ensure consistent alignment of Salesforce functionalities with business goals and requirements.
Support the Head of After Sales Excellence in creating and monitoring Salesforce-related KPIs.
Provide training materials and work instructions for the system; facilitate knowledge-sharing sessions for Salesforce users within the organization
Supporting Salesforce CRM activities
Working with Salesforce Servicecloud (in particular Field Service Management and knowledge management) from a service support perspective
Collaborating with Salesforce IT
Assesses and evaluates backlogs to manage change requests
Training users in the Local Sales Organizations
requirements-expected :
A degree in preferred fields: Information Technology, Business, Management, Engineering, or related areas
3-4 years of experience with Salesforce (particularly Service Cloud and CRM), business process design or operational excellence within industrial goods manufacturing
Experience in business process analysis and optimization using Salesforce, in particular regarding Field Service Management and knowledge management
Ability to evaluate and manage backlogs and change requests
Familiarity with system integrations and collaborating with IT teams for new feature implementations and system optimizations
Ability to identify opportunities for improvement and implement changes in Salesforce
Proficiency in creating and developing dashboards with KPIs related to customer service out of Salesforce for business improvements and decision making
Good communication skills to collaborate with Local Sales Organizations (LSOs) and IT teams
Experience in user training would be a nice asset (ability to translate technical aspects of Salesforce into business user requirements).
offered :
Opportunity to take an active part in shaping Corporate Service Center with a unique setup
Work with people who are passionate of delivering outcomes and a culture of simplification and ownership
Short decision-making paths
Private Healthcare
Top location in Katowice
Flexible working time
Friendly and team-oriented working atmosphere, as well as open and direct communication
Stability of employment
benefits :
private medical care
sharing the costs of professional training & courses
