Salesforce Field Service Run Lead (Freelance optional)

📋 Tasks and responsibilities

This role is responsible for the operational continuity, service quality and daily coordination of the applications within the Work Client domain.

As the main operational contact for the business, you handle incoming requests, perform an initial analysis and qualification of incidents and service requests, coordinate the relevant functional and technical experts, and provide management with a consolidated view of service operations.

Salesforce Field Service is the main application in scope. In addition, you progressively build knowledge of the surrounding business applications and their integrations to maintain an end-to-end understanding of the supported processes.

The focus of this position is operational coordination and service management, not 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 and enhancement requests.
  • Manage ticket triage, backlog prioritization and operational follow-up according to business impact and urgency.
  • Ensure requests are routed to the appropriate teams.
• Request qualification
  • Verify the completeness and quality of incoming requests.
  • Identify missing business or technical information.
  • Contact requestors when clarification is needed.
  • Ensure requests are sufficiently documented before assignment.
  • Carry out an initial functional analysis before involving technical teams.
• Functional and technical investigation
  • Perform first-level investigations and functional troubleshooting.
  • Analyse possible root causes.
  • Determine whether issues stem from business processes, application configuration, technical components or system integrations.
  • Coordinate with the right experts when deeper investigation is required.
• Salesforce Field Service expertise
  • Perform first- and second-line functional investigations in Salesforce Field Service.
  • Analyse Salesforce configuration, permissions, flows and integrations.
  • Support key business users.
  • Contribute to continuous improvement initiatives.
  • Work closely with Salesforce developers and functional analysts.
• Cross-application understanding
  • Develop insight into the other applications within the Work Client landscape.
  • Understand the interactions between Salesforce and surrounding applications.
  • Participate in cross-application investigations and API/system analysis.
  • 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 action points.
  • Ensure service commitments and operational priorities are respected.
  • Facilitate clear communication between all stakeholders.
• Operational governance and reporting
  • Provide a consolidated view of the operational health of the applications.
  • Report on major incidents, operational risks, recurring issues, technical and functional debt, and service performance indicators.
  • Prepare operational reporting, KPI monitoring and management updates.
  • Give clear visibility on the overall status of RUN activities.
• Continuous improvement
  • Identify recurring issues and their root causes.
  • Drive initiatives to reduce repetitive incidents.
  • Improve the quality of incoming business requests.
  • 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, including operational management of an application run.
• You have proven experience coordinating operational activities in complex enterprise application environments.
• You have strong expertise in Salesforce Field Service (FSL) and solid knowledge of Salesforce administration.
• You are comfortable with functional troubleshooting, application configuration, integration analysis and root cause investigation.
• You have experience with ticket triage, backlog management, prioritization and operational follow-up.
• You are familiar with IT Service Management principles such as ITIL or equivalent practices.
• You can work with an ITSM tool; experience with Jira is an advantage.
• You have experience with operational reporting and KPI monitoring.
• You are able to analyse APIs and system integrations.
• Experience in the utility sector is an asset.
• You demonstrate strong coordination skills and communicate clearly, both orally and in writing.
• You are service-oriented, well organized, analytical, autonomous, proactive and able to prioritize in a fast-paced operational environment.
• You are fluent in English and fluent in French or Dutch.

💼 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)