Informacje o stanowisku

Are you passionate about Salesforce Service Cloud and ready to take full ownership of a global solution? Our client is seeking a hands-on, strategic Solution Owner to lead the deployment, development, and continuous improvement of their Salesforce-based Case Management system across multiple international Customer Support Centers. If you thrive in a cross-functional, global environment and want to shape future support processes at scale — this is your opportunity.

What we expect

• University degree (Bachelor’s or Master’s) in Information Technology, Computer Science, Business, Economics or related field — or equivalent through relevant professional experience.
• At least 3 years of hands-on experience with Salesforce Service Cloud.
• Proven background in designing and implementing business processes.
• Familiarity with Agile methodologies and development practices.
• Prior involvement in change or transformation projects.
• Previous exposure to customer service environments is a plus.
• Excellent command of English, both spoken and written.
• Strong understanding of Salesforce Service Cloud architecture.
• Ability to translate business needs into functional and technical solutions.
• Analytical mindset and willingness to take a hands-on approach.
• Excellent interpersonal and stakeholder management skills.
• Basic knowledge of project management principles.
• Detail-oriented, results-driven, and proactive.
• Comfortable working in cross-cultural, distributed teams.
• Enthusiastic about process improvement and digital innovation.
• Readiness to travel when required.

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• Opportunity to work on a global-scale solution in an international environment.
• Collaboration with experienced professionals and experts in their fields.
• Competitive benefits package including private healthcare and life insurance.
• Access to Multisport program for you and your family.
• Hybrid working model with flexible arrangements.
• Convenient office location near public transport.
• Co-financed parking options.

Your tasks

• Take part in the initial rollout of the Salesforce Case Management platform to regional Customer Support Centers (CSCs) and business partners, ensuring effective implementation in line with deployment goals.
• Work in close partnership with local and central teams, process owners, IT, and project stakeholders to gather business requirements and support global fit-gap analysis.
• Progressively take full ownership of the Case Management solution, shaping the long-term roadmap and target model.
• Manage and prioritize the development pipeline, including user stories and feature enhancements, in cooperation with internal business and technical teams.
• Contribute to alignment workshops and discussions aimed at standardizing case handling processes across various support levels.
• Promote best practices to ensure global consistency and scalability, while addressing regional needs in a harmonized manner.
• Assess proposed enhancements to ensure they deliver business value, meet user needs, and align with technical standards prior to rollout.
• Support all phases of the deployment lifecycle including testing, training, documentation, and change management activities.
• Monitor the system after go-live and lead improvement initiatives based on end-user feedback and business priorities.
• Act as the primary contact person for case management-related topics.
• Encourage adoption of the tool across regions and facilitate knowledge sharing between teams.
• Ensure integration and alignment of the case management solution with related digital initiatives and broader service processes.
• Drive the continuous evolution and development of the platform beyond the initial rollout phases.

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