Salesforce Business Process Owner

• Salesforce Implementation Leadership: Lead the design, configuration, and deployment of Salesforce modules (Service Cloud, Case Management, Field Service Lightning, Opportunity Management, Service Contracts) aligned with ABB's global service strategy.
• Process Design & Optimization: Understand current processes, define and document standardized service processes, standard operating procedures, and workflows to ensure operational efficiency and best practices across service operations.
• Stakeholder Engagement & Cross-functional Collaboration: Collaborate with business leaders, IT teams, regional service managers, end-users, and global teams to gather requirements, ensure consistency, harmonization of service processes, and successful adoption across the organization.
• Change Management, Documentation & Training: Develop and execute comprehensive change management plans, create and maintain process documentation, training materials, and knowledge bases; provide communication strategies and user support for effective implementation.
• Quality Assurance & Continuous Improvement: Establish KPIs, monitor system performance, drive continuous improvements to enhance service delivery and customer satisfaction while ensuring compliance and operational excellence.

• Experience & Project Management: 5+ years in business process management, service operations, IT project implementation, or Salesforce implementation; demonstrated ability to manage complex, multi-stakeholder projects with attention to timelines and budgets.
• Salesforce Expertise: Proven hands-on experience with Salesforce Service Cloud, Case Management modules, Field Service Lightning, Eureka form, Opportunity Management, and Case Management.
• Master degree in technical fields. Project Management certification is a plus.
• Process Discipline & Analytical Skills: Strong understanding of Gate Model, Six Sigma, Lean methodologies, or similar process frameworks; strong problem-solving abilities with data-driven decision-making approach.
• Change Management: Excellent skills in driving organizational change, user adoption, and managing stakeholder engagement during implementation transitions.
• Communication & Stakeholder Engagement: Fluent in English (written and verbal); ability to communicate complex concepts clearly to diverse audiences and effectively engage stakeholders across organizational levels.

Preferred Qualifications

• Experience with ABB Critical Power Business
• Knowledge of SAP integration with Salesforce
• Certification in Project Management (PMP, PRINCE2) or Salesforce administration
• Knowledge of ServIS and BOL
• Background in service industry or technical support environments
• Experience with multiple Salesforce clouds (Sales Cloud, Marketing Cloud, etc.)

• Career development opportunities within a global organization
• Flexible work arrangements supporting work-life balance
• Professional training and continuous learning programs
• International exposure and cross-functional collaboration
• Inclusive workplace culture that values diversity and innovation

This opportunity is open to candidates in multiple countries, with the final work location determined based on the selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring process and will share details of the salary range, variable compensation and benefits package with candidates who progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency Directive.

The final offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards.