Run Lead – Salesforce Field Service

Within the DBS department, the Work Client domain supports business processes and applications used to manage customer-initiated works, including meter works and connection works. The Work Client Applications Service Lead is responsible for ensuring operational stability, service quality, and effective day-to-day coordination across the application landscape. Salesforce Field Service is the primary application, while the role progressively develops an end-to-end understanding of surrounding applications and integrations. The position focuses primarily on operational coordination and application service management rather than incident resolution alone.

Responsibilities

• Monitor the functional mailbox and incoming operational requests on a daily basis.
• Review, classify and prioritize incidents, problems, service requests, business questions and enhancement requests.
• Prioritize requests according to business impact and urgency.
• Route requests to the appropriate functional or technical teams.
• Validate the completeness and quality of incoming requests before assignment.
• Identify missing business or technical information and obtain clarification from requestors.
• Perform initial functional analysis and first-level investigations.
• Analyse potential root causes across business processes, application configuration, technical components and system integrations.
• Perform first- and second-line functional investigations related to Salesforce Field Service.
• Analyse Salesforce configuration, permissions, Flows and integrations.
• Support key business users.
• Coordinate with Salesforce developers, functional analysts, support teams and business stakeholders.
• Develop knowledge of the wider Work Client application landscape and cross-application dependencies.
• Participate in cross-application investigations.
• Maintain an end-to-end operational view of supported business services.
• Follow up on investigations, actions, service commitments and operational priorities.
• Produce a consolidated view of application operational health.
• Report on major incidents, operational risks, recurring issues, technical and functional debt, and service performance indicators.
• Prepare operational reporting and management updates.
• Provide visibility on the overall status of RUN activities.
• Identify recurring issues and contribute to root cause analysis.
• Drive initiatives aimed at reducing repetitive incidents.
• Improve the quality of incoming business requests.
• Contribute to continuous improvement of support processes, monitoring and operational governance.
• Propose mitigation actions when operational risks or incidents are identified.

Technical skills

Must have

• Minimum 5 years of experience in Application Support, Application Service Management, Application Operations or a similar role.
• Proven experience managing the operational RUN of enterprise applications.
• Proven experience coordinating operational activities in complex enterprise application environments.
• Proven experience with Salesforce Field Service (FSL).
• Strong functional troubleshooting skills.
• Experience with application configuration.
• Experience investigating integrations and application issues.
• Proven experience in ticket triage, backlog management, prioritization and operational follow-up.
• Proven experience with an ITSM tool, with Jira preferred.
• Proven experience with IT Service Management principles such as ITIL or equivalent.
• Proven experience with operational reporting and KPI monitoring.
• Ability to coordinate stakeholders, analyse issues and propose mitigation actions.
• Strong written and verbal communication skills.
• Fluent French or Dutch.
• Strong analytical and structured problem-solving skills.
• Ability to prioritize in a fast-paced operational environment.
• Autonomous, proactive and service-oriented attitude.

Should have

• Proven experience in the utilities sector.
• Proven experience with API and system integration analysis.

Nice to have

• Experience with Jira.
• Experience with Salesforce Flows.
• Knowledge of APIs and system integrations.
• Experience with monitoring and reporting tools.

Who we are

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