Fresenius Kabi
Salesforce Business Analyst & Admin (Marketing & Data Cloud) (m/w/x)
Vollzeitnur vor OrtSenior
Bad Homburg vor der Höhe
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FRFresenius Kabi AG
Global Salesforce Business Analyst & Admin - Customer Service & Platform (m/w/x)
VollzeitVor OrtSenior
Nejo KI-Zusammenfassung
Analyzing customer service processes and documenting needs in JIRA for Salesforce Service Cloud. 5+ years in BA/CRM, with 3+ years hands-on Salesforce Service Cloud configuration required. Agile delivery, workshop facilitation, and stakeholder alignment expertise needed. Daily stand-ups, backlog refinement, and user story creation.
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Anforderungen
- Degree in business, economics, IT, engineering, or related field, or equivalent experience
- At least 5 years in Business Analysis, CRM, Customer Service, commercial operations, or related field (Pharma/Life Sciences preferred), including 3+ years hands-on Salesforce Service Cloud experience
- Expertise in requirements elicitation, process analysis, workshops, user stories, acceptance criteria, backlog refinement, stakeholder alignment, agile delivery
- Hands-on Salesforce declarative and low-code configuration, including Flow
- Strong Service Cloud knowledge: case management, routing/queues, channels, knowledge, entitlements, automation, security, data models, reporting, integrations
- Experience in functional testing, UAT, defect triage, releases, hypercare; knowledge of role-based access, profiles/permission sets, data protection, auditability, controlled deployments
- Salesforce Business Analyst certification required or obtainable within agreed period; Administrator and Service Cloud Consultant certifications strongly preferred
- Strong analytical, conceptual, problem-solving, facilitation, documentation, stakeholder-management, communication skills
- Structured, independent, collaborative, results- and detail-oriented; accountable, interculturally competent, fluent in English, additional languages advantageous, willing to travel internationally at least 30%
Aufgaben
- Plan, facilitate, and document workshops with stakeholders
- Analyze processes, pain points, objectives, and user needs
- Translate business needs into epics, features, and user stories
- Document requirements and decisions in JIRA and Confluence
- Challenge demands to standardize, simplify, or reuse capabilities
- Maintain and prioritize the backlog with the Product Owner
- Design Service Cloud and Platform solutions with stakeholders
- Configure no-code and low-code changes within governance
- Create prototypes and proof-of-concept configurations
- Assess end-to-end impacts on processes and data
- Ensure compliance with architecture and security standards
- Collaborate with developers for coded solutions
- Serve as functional expert for Customer Service processes
- Drive consistent end-to-end processes and data flows
- Identify improvements to agent productivity and customer experience
- Support evaluation and adoption of AI-enabled capabilities
- Define test scenarios and expected results
- Prepare and execute functional testing
- Support integration, end-to-end, and user acceptance testing
- Triage defects and clarify expected behavior
- Support root-cause analysis and coordinate resolution
- Support release planning and preparation
- Help prioritize incidents, defects, and enhancements
- Build trusted relationships with stakeholders
- Communicate effectively with business and technical audiences
- Facilitate decisions by presenting options and trade-offs
- Guide local CRM specialists on market adoption and training
- Create or support process documentation and user guidance
- Contribute to communities of practice
- Promote consistent Business Analysis and Salesforce standards
- Ensure quality and integrity of Customer Service data
- Define reporting requirements
- Create or support reports and dashboards
- Analyze incidents and process performance to identify improvements
- Provide expert functional support for escalated topics
Berufserfahrung
5 Jahre
Ausbildung
Bachelor-Abschluss
Sprachen
Englisch – fließend
any – ist ein Plus
Tools & Technologien
Salesforce Service CloudJIRAConfluenceSalesforce
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FR
ITBad Homburg vor der Höhe
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