Salesforce 现场服务运行负责人（可选自由职业）
Salesforce Field Service Run Lead (Freelance optional)
📋 工作职责
作为Work Client应用环境的运行负责人，你确保支持日常运营的应用程序的连续性、稳定性和服务质量。
你作为业务相关方的主要操作联系人，协调接收的请求，进行初步的功能分析，引入合适的的技术或功能专家，并保持对正在进行的运行活动的清晰整体视角。
Salesforce Field Service是该范围内的核心应用。此外，你还需建立对周边应用及其集成的深入理解，以支持端到端的业务流程。
该职位聚焦于运营协调和服务管理，而不仅仅是故障解决。
主要职责
- 每日监控功能邮箱并审查收到的请求。
- 根据紧急程度和业务影响对事件、问题、服务请求、业务问题和增强请求进行分类和优先级排序。
- 验证请求的完整性和质量，识别缺失信息并在需要澄清时联系请求者。
- 在将请求分配给相关团队之前确保其被正确记录。
- 进行一级功能调查和初步根本原因分析。
- 确定问题是否与业务流程、应用配置、技术组件或系统集成有关。
- 与业务分析师、开发人员、支持团队和其他专家协调进一步调查。
- 在Salesforce Field Service中执行一级和二级功能调查。
- 分析Salesforce配置、权限、流程和集成。
- 支持关键业务用户并参与持续改进计划。
- 建立对Work Client环境的跨应用知识，并维护所支持服务的端到端操作视图。
- 跟进调查和行动点，同时保障服务承诺和操作优先级。
- 在需要时协调并挑战外部服务提供商和/或开发团队。
- 生成应用健康状况的综合视图，并报告重大事件、操作风险、重复问题、技术和功能债务、KPI及服务表现。
- 准备关于RUN活动总体状态的运营报告和管理层更新。
- 识别重复性问题和结构性原因，并帮助优化支持流程
查看英文原文
📋 Tasks and responsibilities
As Run Lead for the Work Client application landscape, you ensure the continuity, stability and service quality of the applications that support daily operations.
You act as the main operational contact for business stakeholders, coordinate incoming requests, carry out an initial functional analysis, involve the right technical or functional experts, and maintain a clear overall view of ongoing RUN activities.
Salesforce Field Service is the core application in this scope. In addition, you build a solid understanding of the surrounding applications and their integrations to support business processes end to end.
This position is centred on operational coordination and service management, not only on incident resolution.
Key Responsibilities
- Monitor the functional mailbox daily and review incoming requests.
- Classify and prioritize incidents, problems, service requests, business questions and enhancement requests based on urgency and business impact.
- Validate the completeness and quality of requests, identify missing information and contact requestors when clarification is needed.
- Ensure requests are properly documented before assignment to the relevant teams.
- Perform first-level functional investigation and initial root cause analysis.
- Determine whether issues are linked to business processes, application configuration, technical components or system integrations.
- Coordinate further investigation with business analysts, developers, support teams and other specialists.
- Carry out first- and second-line functional investigations in Salesforce Field Service.
- Analyse Salesforce configuration, permissions, Flows and integrations.
- Support key business users and contribute to continuous improvement initiatives.
- Develop cross-application knowledge of the Work Client landscape and maintain an end-to-end operational view of the supported services.
- Follow up investigations and action points, while safeguarding service commitments and operational priorities.
- Coordinate and challenge external service providers and/or development teams where needed.
- Produce a consolidated view of application health and report on major incidents, operational risks, recurring issues, technical and functional debt, KPIs and service performance.
- Prepare operational reports and management updates on the overall status of RUN activities.
- Identify recurring issues and structural causes, and help optimize support processes, monitoring and operational governance.
📝 Your profile
- You have at least 5 years of experience in Application Support, Application Service Management or IT Operations.
- You bring proven experience in coordinating operational activities within complex enterprise application environments.
- You have hands-on experience with operational management of an application run and are comfortable with ticket triage, backlog management, prioritization and operational follow-up.
- You have strong knowledge of Salesforce Administration and Salesforce Field Service (FSL).
- You are experienced in functional troubleshooting, application configuration, integration analysis, root cause investigation, and API/system analysis.
- You understand IT Service Management principles such as ITIL or an equivalent framework.
- You can define, monitor and communicate operational KPIs and service performance.
- You are able to coordinate multiple stakeholders and translate operational needs into concrete priorities.
- You communicate clearly, both orally and in writing, and interact effectively with business stakeholders.
- You are analytical, structured, autonomous, proactive and service-oriented.
- You are comfortable working in a fast-paced operational environment and know how to set the right priorities.
- Experience with Jira or another ITSM tool is an asset.
- Knowledge of Salesforce Flows, monitoring/reporting tools and the utility sector is a plus.
- You are fluent in English and French. Passive knowledge of Dutch is an advantage.
💼 Offer
You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)
Originally posted on Himalayas