About this opportunity
TiTANS België lists this RUN-LEAD SALESFORCE FIELDSERVICE opportunity in town of belgium, Wisconsin. Review the employer’s description below for duties, qualifications and application requirements.
Job description
The Work Client Applications Service Lead is responsible for ensuring the operational stability, service quality, and day-to-day coordination of the applications supporting the Work Client domain.
Acting as the primary operational point of contact for the business, the consultant manages incoming requests, performs initial analysis and qualification of incidents and service requests, coordinates functional and technical experts, and provides management with a consolidated operational view of the service.
Although Salesforce Field Service is the primary application within the domain, the consultant is expected to progressively develop knowledge of the surrounding business applications and their integrations in order to ensure an end-to-end understanding of the supported business processes.
This role focuses on operational coordination and service management rather than incident resolution alone.
Key Responsibilities
Operational Request Management
Monitor the functional mailbox on a daily basis.
Review, classify and prioritize incoming requests, including: Incidents, Problems, Service Requests, Business questions, Enhancement requests
Prioritize requests based on business impact and urgency.
Ensure requests are routed to the appropriate teams.
Request Qualification
Validate the completeness and quality of incoming requests.
Identify missing business or technical information.
Contact requestors when additional clarification is required.
Ensure all requests are sufficiently documented before being assigned.
Perform initial functional analysis before involving technical teams.
Functional & Technical Investigation
Perform first-level investigations.
Analyse potential root causes.
Determine whether issues originate from: Business processes, Application configuration, Technical components, System integrations
Coordinate with the appropriate experts for further investigation when required.
Salesforce Field Service Expertise
Perform first and second-line functional investigations.
Analyse Salesforce configuration, permissions, Flows and integrations.
Support key business users.
Contribute to continuous improvement initiatives.
Coordinate with Salesforce developers and functional analysts.
Cross-Application Knowledge
Develop an understanding of the other applications within the Work Client landscape.
Understand interactions between Salesforce and surrounding applications.
Participate in cross-application investigations.
Maintain an end-to-end operational view of business services.
Operational Coordination
Coordinate activities between Business Analysts, Developers, Support teams and business stakeholders.
Identify the appropriate functional or technical experts.
Follow up on ongoing investigations and actions.
Ensure service commitments and operational priorities are respected.
Facilitate communication between all stakeholders.
Operational Governance & Reporting
Produce a consolidated view of the operational health of the applications.
Report on: Major incidents, Operational risks, Recurring issues, Technical and functional debt, Service performance indicators
Prepare operational reporting and management updates.
Provide clear visibility on the overall status of the RUN activities.
Identify recurring issues and root causes.
Drive initiatives to reduce repetitive incidents.
Improve the quality of incoming business requests.
Contribute to the optimization of support processes, monitoring and operational governance.
Experience
Minimum 5 years of experience in Application Support, Application Service Management or IT Operations.
Proven experience in coordinating operational activities within complex enterprise application environments.
Good understanding of IT Service Management principles (ITIL or equivalent).
Technical Skills
Mandatory
Salesforce Field Service (FSL)
Functional troubleshooting
Application configuration
Integration analysis
Nice to Have
Jira
APIs and system integrations
Monitoring and reporting tools
Soft Skills
Strong analytical mindset
Excellent oral and written communication skills
Service-oriented attitude
Strong organizational skills
Ability to coordinate multiple stakeholders
Autonomous and proactive
Structured problem-solving approach
Ability to prioritize in a fast-paced operational environment
During an interview the candidate can demonstrate his ability to coordinate, analysis and propose mitigation actions - Must have
During an interview the candidate can demonstrate strong ability to communicate orally and written - Must have
During the interview the candidate can demonstrate his ability to interact with business stakeholders and translating operational needs into actionable priorities - Must have
Fluent in English - Must have
Fluent in French - Must have
Proven experience in coordinating and challenging external service providers and/or development teams - Must have
Proven experience in coordinating operational activities within complex enterprise application environments - Must have
Proven experience in ticket triage, backlog management, prioritization and operational follow-up - Must have
Proven experience with IT Service Management principles (ITIL or equivalent) - Must have
Proven experience with operation management of an application run (2-3 years) - Must have
Proven experience with Salesforce Field Service (FSL) - Must have
Proven experience with the technology in question or a similar technology (5 years) - Senior
Passive knowledge in Dutch - Should have
Proven experience in defining, monitoring and communicating operational KPIs and service performance - Should have
Proven experience in the utility sector - Should have
Proven experience with an ITSM tool (Jira preferred) - Should have
Proven experience with API and system analysis - Should have
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.