As a Global Salesforce Business Analyst & Admin, your primary focus will be on enhancing and supporting Customer Service and Field Service operations through the Salesforce Service Cloud and Field Service Lightning (FSL) platforms. You will drive regional CRM initiatives and service process optimizations within Fresenius Kabi's global ecosystem, working collaboratively with stakeholders across Sales, Service, IT, Commercial Excellence, and Digital Transformation teams. Your role will involve delivering hands-on support to end users, with a strong emphasis on driving adoption and effectiveness of Service Cloud and FSL. Creating and maintaining targeted training materials and conducting service-oriented training sessions will be essential to ensure all stakeholders can efficiently utilize the tools and processes in place. Beyond day-to-day operational support, you will contribute to the global OneCRM initiative - focusing specifically on the harmonization of customer service and field service processes. You will support the design, configuration, and rollout of OneCRM functionality related to Service Cloud and FSL, while also helping to define and implement a scalable governance framework. Your contributions will be key in establishing a consistent, high-performing service experience across all regions and business units. Your Assignments Operational Business Support Lead and support regional CRM initiatives and process optimizations surrounding the wider Customer Engagement ecosystem Developing training materials and providing training sessions to ensure that stakeholders understand and can effectively use new systems or processes. Deliver end-user support and drive CRM adoption to gain efficiencies wherever possible Data Management – keeping our CRM’s clean and increase data quality (including tech debt reduction) Support with Reporting & Analytics to allow take better data-driven decisions Close cross-functional collaboration with regional teams, IT and global digital transformation OneCRM Support : Support the overall OneCRM initiative by: Bringing Project Management structure and the ability to see and work towards the big picture Support in setting up the wider OneCRM Governance framework Help defining the wider Customer Engagement ecosystem Defining harmonized business processes across regions and business units with a focus on Customer and Field Service Write Features & User Stories including potential solution design with a strong focus on Service Cloud and FSL Configuring the OneCRM instances with a focus on Customer Service & Field Service Support with the configuration and set-up of the new Commercial Ecosystem Your Profile At least 5 years of professional experience in Pharma / Life Science industry, preferably in CRM focused and commercial-oriented roles At least 3 years of professional experience as a Salesforce Business Analyst or Admin University degree business administration, economics, or similar field, preferably MBA or PhD Profound project management and stakeholder management skills Salesforce Admin Certification is a must (additional Business Analyst, Service Cloud and FSL certifications preferred) Independent, process- and result-oriented way of working Excellent communication and presentation skills Fluency in the English language is required, any additional languages are an advantage Intercultural experience and willingness to travel internationally Mindesteingruppierung/Minimum Grading: E 11 (K)