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.
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
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
As a global healthcare company, Fresenius Kabi is Committed to Life. The company’s products, technologies, and services are used for the therapy and care of critically and chronically ill patients. With over 41,000 employees and present in over 100 countries, Fresenius Kabi’s expansive product portfolio focuses on providing access to high-quality and lifesaving medicines and technologies.
In Biopharma, Fresenius Kabi offers cutting-edge biosimilars for autoimmune diseases and oncology. With leading market positions in Clinical Nutrition, a broad portfolio of enteral and parenteral products makes a distinct difference in patients’ nutritional status. In MedTech, the company provides vital infusion pumps, cell and gene therapy devices, disposables, and more. Fresenius Kabi is the global leader in supplying blood collection bags and devices, supporting blood banks and healthcare facilities worldwide. The company’s I.V. Generics and Fluids for infusion therapy help save millions of lives every year, in emergency medicine, surgery, oncology, and intensive care.
Fresenius Kabi takes a holistic approach to healthcare and uniquely combines experience, expertise, innovation, and dedication – making a difference in the lives of 450 million patients annually. With the #FutureFresenius strategy, the company is developing, producing, and selling new products and technologies and aspires to expand its position as a leading global provider of therapies, improve patient care, generate sustainable value for stakeholders – shaping the future of healthcare.
Fresenius Kabi is an operating company of the Fresenius Group, founded in 1912, along with Helios and Quirónsalud. As ONE team, the companies in the Fresenius Group are committed to providing lifesaving and life-changing healthcare solutions on a global scale.
User information & community guidelines: https://www.fresenius-kabi.com/social-media-terms-conditions
Imprint: www.fresenius-kabi.com/imprint
