Fsl Business Process Owner
hace 4 semanas
About the Role
This position reports to the Service Business Process Manager and is responsible for owning the business processes on defined areas of Robotics Field Services in Salesforce/FSL.
You will be responsible for analysing, managing and improving global and integrated end-to-end business processes together with IS organizations and external partners/suppliers.
Key Responsibilities
- Act as a business process owner of Field Services, based on SalesForce, Field Service Lightning (FSL) and lead the process improvement and participate actively in project work according to confirmed strategic initiatives to improve service quality, operational efficiency, and customer satisfaction.
- Listen into end user and customer feedback to identify development areas of the process, prioritizes the developments based on user and customer value and builds the business case for process changes by identifying expected benefits.
- Work together with IS and application owners to make sure that the process is supported by the right applications.
- Lead the execution of the needed process changes, business case realization and management support, as well as follow up and define the process FSL based KPI's and collaborates on regular basis with implementation team, to identify continuous improvement needs of the process.
- Ensuring compliance to legal regulations (SOX, GDPR etc) are supported in SalesForce and collaborate with other business process owners to ensure E2E process alignment.
- Facilitate Field Service Lightning supported business process alignment across ABB domains and drive the right actions and manage professional communications with global and local stakeholders.
- Drive FSL-based Services' quality improvement and efficiency improvement, ensuring that local country requirements are considered in the development activities.
- Actively collaborate with implementation team and Robotics Field Services stakeholders to gather opportunities to gain automation and efficiency in e-2-e processes.
- Understand and prioritizes the gaps in usage of the global tools in Robotics Field Services units and lead development in SalesForce/FSL to overcome existing gaps and/or align with relevant stakeholders of new requirements, epics, change requests.
- Own and facilitate the FSL Demand Management process on agreed area of responsibility and maintain Product backlog in ADO, including prioritization.
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