FSL Business Process Owner

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This position reports to

Service Business Process Manager

Your role and responsibilities

In this role, you will have the opportunity to own the business processes on defined area 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. Furthermore, you will guide business area IS and Group IS for the right business process application implementation solution and bridge the gap between business and IS.

You will be mainly accountable for:

• 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.
• Ensure compliance with health, safety and integrity policies in Field Services.
• Owner of the Product DoD (Definition of Done) and/or signs off on acceptance criteria
• Accepts the user stories & defines the development order of all backlog items based on business priorities, development status, technical dependencies, and risks
• Support the project/sprints/scrum-team in daily alignment and progress tracking during sprint execution.
• Business validation and acceptance of solution, including executing UAT or requests for UAT resources. • Final accountable to sign off UAT to provide approval for production deployment.
• Aligning with IS stakeholders / SalesForce Practices teams.

Qualifications for the role

• Bachelor’s or master’s degree with 5+ years IT experience in developing, configuring, deploying, and maintaining applications within the respective solution delivery area.
• At least 3+ years of management/leadership experience to be able to quickly understand the real business problems and address them.
• Excellent knowledge of SalesForce and Field Service Lightning (FSS).
• Good Understanding ABB Robotics product structure and secondary preference, ABB product structures (EL, PA, MO).
• Understanding of foundational tools and processes for Master data (Customer, Product, Site and location).
• Proven performance as process developer in a complex, global organization with internal and external interface• Experience successfully leading geographically dispersed and diverse teams with ability to promote a team environment.
• Build trust and relationships – effective communication with team that forges lasting relationships, builds trust between peers, supports commitment, and encourages teamwork.

More about us

We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory

Publication ID: GP93704495_E1

Important: In order to be employed by ABB you will need to fully comply with/fulfill all local ABB employment requirements/processes.

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