Salesforce Field Service Run Lead (Freelance optional)

📋 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)