Salesforce Applications Service Lead

Mission: The Work Client Applications Service Lead is responsible for ensuring the operational stability, service quality, and day-to-day coordination of the applications supporting the Work Client domain. Acting as the primary operational point of contact for the business, the consultant manages incoming requests, performs initial analysis and qualification of incidents and service requests, coordinates functional and technical experts, and provides management with a consolidated operational view of the service. Although Salesforce Field Service is the primary application within the domain, the consultant is expected to progressively develop knowledge of the surrounding business applications and their integrations in order to ensure an end-to-end understanding of the supported business processes. This role focuses on operational coordination and service management rather than 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, Enhancement requests Prioritize requests based on business impact and urgency. Ensure requests are routed to the appropriate teams. Request Qualification: Validate the completeness and quality of incoming requests. Identify missing business or technical information. Contact requestors when additional clarification is required. Ensure all requests are sufficiently documented before being assigned. Perform initial functional analysis before involving technical teams. Functional & Technical Investigation: Perform first-level investigations. Analyse potential root causes. Determine whether issues originate from:Business processes,Application configuration,Technical components,System integrations Coordinate with the appropriate experts for further investigation when required. Salesforce Field Service Expertise: Perform first and second-line functional investigations. Analyse Salesforce configuration, permissions, Flows and integrations. Support key business users. Contribute to continuous improvement initiatives. Coordinate with Salesforce developers and functional analysts. Cross-Application Knowledge: Develop an understanding of the other applications within the Work Client landscape. Understand interactions between Salesforce and surrounding applications. Participate in cross-application investigations. 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 actions. Ensure service commitments and operational priorities are respected. Facilitate communication between all stakeholders. Operational Governance & Reporting: Produce a consolidated view of the operational health of the applications. Report on:Major incidents Operational risks,Recurring issues,Technical and functional debt,Service performance indicators Prepare operational reporting and management updates. Provide clear visibility on the overall status of the RUN activities. Continuous Improvement: Identify recurring issues and root causes. Drive initiatives to reduce repetitive incidents. Improve the quality of incoming business requests. Contribute to the optimization of support processes, monitoring and operational governance.

Experience:
Minimum 5 years of experience in Application Support, Application Service Management or IT Operations. Proven experience in coordinating operational activities within complex enterprise application environments. Good understanding of IT Service Management principles (ITIL or equivalent). Technical

Skills:
Mandatory: Salesforce Administration Salesforce Field Service (FSL) Functional troubleshooting Application configuration Integration analysis Root cause investigation Nice to Have: Jira Salesforce Flows APIs and system integrations Monitoring and reporting tools Soft

Skills:
Strong analytical mindset Excellent oral and written communication skills Service-oriented attitude Strong organizational skills Ability to coordinate multiple stakeholders Autonomous and proactive Structured problem-solving approach Ability to prioritize in a fast-paced operational environment