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Job Description

Salesforce Business Support Senior Analyst


For the IT BSC of our customer we are looking for a Salesforce Business Support Senior Analyst.


Key job responsibilities:


◦ Salesforce & ServiceMax Administration: Manage Salesforce security including roles, profiles, sharing rules, workflows and groups.

◦ Provide support to our end-users.

◦ Responsible for troubleshooting issue, sort between application and product issue and fix application issues while escalating product issues.

◦ Modify roles or record-sharing rules to reflect any organizational changes or internal business rules.

◦ Maintain the system/process/project documentation updated.

◦ Design and Develop: Create and maintain fields, record types, views, reports, dashboards, page layouts and other objects and


◦ Monitor and manage exception logs for back end system integration with SFDC.

◦ Assist with migration from other systems/processes into

◦ Develop training materials and provide training and support to end users.

◦ Responsible for user creation and user management: Queue, Permission Set & Public Group Assignment

◦ Responsible for performing and testing backend configuration of the FSM module based on functional design from Solution Owner.

◦ Maintain awareness of the rapidly changing technology environment and how new technologies can positively impact Field Service organization.

◦ Identify process challenges and implement appropriate corrections or enhancements with associated training of the teams.

◦ Work with users and management team to develop dashboards and reports to help Field Service team run their business.

◦ Facilitate coordination of ServiceMax data and business processes with existing ERP, Sales, and Service ecosystem data to enhance reporting



◦ Proactively seek out and identify needed system changes and to further enhance the end-user experience.

◦ Proactively gather feedback from users.

◦ Help and be involved in the Promoting Campaign for Salesforce & ServiceMax within all the Clusters

◦ Evaluate new releases of Salesforce to determine functionality requirements and provide detailed information on how changes will apply to all

affected departments/users

Business Oriented

◦ A solid understanding of the company’s business processes

Desired skills and experience:

◦ BS Degree in business or technology-related field.

◦ 3+ years of experience on a technology team with deep knowledge of ServiceMax or other ‘CRM’ system, preferable on platform.

◦ A good understanding of Field Service business and information technology processes would be a plus.

◦ In-depth knowledge of the standard capabilities of SFDC, or other CRM Systems (Preferably Service Cloud).

◦ Extensive hands-on administration and configuration of ServiceMax FSM.

◦ Ability to configure standard and custom objects, rules, profiles, record types, etc.

◦ Experience with providing support for end-users. Incident/Request management experience.

◦ Ability to lead and manage change through process development and improvement.

◦ Strong communication and influencing skills. Must be able to communicate and work with all levels of management.

◦ Demonstrated ability to work in a high intensity, multi-task environment.

◦ Strong analytic skills with the ability to troubleshoot complex systems issues and proficiency in reporting and associated tools.

◦ Exceptionally collaborative, flexible and adaptable when working with customers and various teams in IT or Business.

◦ Experience with APEX/Visualforce (Lightning).

◦ Salesforce Admin (Sales cloud or Service cloud certification) and/or ServiceMax Admin certified.

Why Salesforce with our customer?

• the customer is new on the market and as every beginning, offers us flexibility to implement and customize the tool in a creative way.

• Many new projects in our scope for the upcoming years where you can express your ideas and perspectives.

• Various IT teams in Cluj (Network, Server, Service Desk, Scripting) that provides a great IT environment.

• Our customer encourages and supports career growth and development

Our customer' promise:

They are part of a globally successful international company which is one of the best in its industry. A varied and interesting field of work in a highly motivated and dynamic team, personal development opportunities, interaction with others across boundaries and ownership of results are key pillars of your day-to-day success.


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Ioana Marcu
+ 40 0740 563 485