Salesforce Business Process Owner

ABB

Business Process Owner leading Salesforce implementation and process optimization for ABB’s global service organization. Collaborating across teams to drive service transformation in Critical Power Business.

Posted 7/23/2026full-timeFrosinone • 🇮🇹 ItalyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Salesforce Service Cloud, Case Management, and Field Service Lightning, with a strong focus on business process management and operational efficiency. Proven ability to lead change management initiatives and engage stakeholders effectively to drive user adoption and continuous improvement.

Highest-signal resume keywords

Salesforce Service CloudBusiness Process ManagementChange ManagementStakeholder EngagementLean Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce ImplementationCase ManagementField Service LightningEureka FormOpportunity ManagementKPI EstablishmentProcess DocumentationData-Driven Decision-MakingOperational ExcellenceService Operations

Soft Skills

Problem-SolvingCommunication SkillsOrganizational Change Management

Certifications & Qualifications

Project Management Certification

Industry Keywords

Gate ModelSix SigmaService StrategyStandard Operating ProceduresWorkflow Optimization

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the design, configuration, and deployment of Salesforce modules aligned with ABB's global service strategy.
Understand current processes, define and document standardized service processes, standard operating procedures, and workflows to ensure operational efficiency and best practices across service operations.
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.
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.
Establish KPIs, monitor system performance, drive continuous improvements to enhance service delivery and customer satisfaction while ensuring compliance and operational excellence.

Requirements

What you’ll need

5+ years in business process management, service operations, IT project implementation, or Salesforce implementation;
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.
Strong understanding of Gate Model, Six Sigma, Lean methodologies, or similar process frameworks;
Strong problem-solving abilities with data-driven decision-making approach.
Excellent skills in driving organizational change, user adoption, and managing stakeholder engagement during implementation transitions.
Fluent in English (written and verbal); ability to communicate complex concepts clearly to diverse audiences and effectively engage stakeholders across organizational levels.

Benefits

Comp & perks

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