Run Lead – Salesforce Field Service

Communityconsulting; Brussel Hoofdstad; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Community Consulting Belgium is seeking a Work Client Applications Service Lead to ensure operational stability and service quality across the application landscape, with Salesforce Field Service as the primary focus. The role emphasizes end-to-end coordination rather than isolated incident resolution.

You will monitor requests, analyze incidents, coordinate with developers and business stakeholders, and drive improvements in RUN activities and operational reporting.

Qualifications

• Minimum 5 years of experience in Application Support or similar.
• Experience with Salesforce Field Service and enterprise application RUN.
• Experience coordinating activities in complex environments.
• Proven ITSM and Jira experience; ITIL knowledge
• Strong analytical and structured problem-solving abilities.
• Excellent written and spoken communication.

Responsabilités

• Monitor the functional mailbox and daily operational requests.
• Review, classify and prioritize incidents, problems, and service requests.
• Route requests to appropriate teams and validate information
• Coordinate with Salesforce developers and stakeholders.
• Maintain an end-to-end operational view of supported services.
• Produce operational reporting and management updates.
• Identify recurring issues and contribute to root cause analysis.

Connaissances

Application Support

ITSM Tool

Jira

Salesforce Field Service

ITIL

Stakeholder Coordination

Analytical Skills

Communication Skills

French or Dutch

Description du poste

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

Community Consulting goes beyond traditional consulting; it’s all about fostering connections in an atmosphere of trust and confidence.
Transparency & Honesty : We say things as they are. Clear communication for seamless collaboration.
#COMMUNITEAM : Work independently, but never alone. Collective intelligence drives us further, faster.
Total Commitment : Always present, always engaged. We find solutions and make sure everyone moves forward together.
Guaranteed Efficiency : No fluff, just results. We act fast, keep our promises, and deliver top quality.
This is our DNA. This is how we make a difference.