responsibilities :

Support initial deployment of the existing Salesforce Case Management solution to Customer Support Centers (CSCs) and Hiab Business Partners, ensuring alignment with rollout plans and adoption targets.
Collaborate closely with CSCs, Central functions, Global Process Owners, IM and project team to understand requirements and ensure fit-gap analysis for global alignment.
Gradually assume full ownership of the Case Management solution, defining and driving the future-state vision and roadmap.
Coordinate development backlog (user stories, features, and enhancements) in collaboration with IM, business stakeholders, and Salesforce platform teams.
Participate stakeholder discussions to define a common approach for case management across all support levels (e.g. CSCs, Central functions, Product Support Centers).
Ensure global scalability, and process harmonization by promoting best practices and minimizing local deviations.
Validate proposed solutions to ensure business value, user experience quality, and technical feasibility before deployment.
Support testing, training, documentation maintenance and change management activities to ensure smooth deployment to end users.
Monitor solution performance post-deployment and lead continuous improvement initiatives based on user feedback and evolving business needs.
Serve as the main point of contact for Case Management topics.
Facilitate knowledge sharing and adoption of the solution across countries, contributing to a unified global support model.
Ensure Case Management solution design and development remain aligned with related ongoing initiatives (e.g., Customer Portal) and broader global service processes.
After the deployment phases, lead continuous development activities.

requirements-expected :

Relevant and completed education: bachelor/masters degree in Technology, Computer Science, Management, Economics, or the equivalent through a combination of education and work experience.
Minimum 3 years of experience with the Salesforce Service Cloud.
Experience in developing and implementing business processes.
Experience in Agile software development cycle & practices.
Fluency in both written and spoken English.
Salesforce Service Cloud architecture understanding.
Ability to transform business needs into Salesforce architecture design.
Strong learning and analytical capabilities.
Hands on approach.
Exceptional interpersonal and communication skills.
Project management basics.
Proactive and focused on the results.
Strong attention to details.
Excellent cooperation skills, ability to work with different cultures, independently and in teams.
A strong interest in developing existing and new processes, tools and ways of working.