Note: The job is a remote job and is open to candidates in USA. Otis Elevator Co. is a global elevator and escalator manufacturing, installation, and service company. The Senior Business Analyst, Salesforce role serves as the Salesforce Field Service product owner, defining strategy, prioritizing backlogs, and delivering capabilities that improve field operations, technician productivity, customer experience, and business outcomes. The role leads Agile delivery, stakeholder engagement, solution governance, release planning, and adoption management across multiple regions.
Responsibilities
- Define and maintain the Salesforce FSL product vision, strategy, and roadmap
- Partner with business leaders to identify opportunities to improve service operations and technician effectiveness
- Align product priorities with company objectives, customer needs, and operational KPIs
- Drive adoption of standard Salesforce capabilities while minimizing unnecessary customization
- Own and prioritize the product backlog based on business value, risk, and strategic alignment
- Translate business requirements into epics, features, and user stories
- Define clear acceptance criteria and business outcomes for all backlog items
- Manage competing priorities across multiple stakeholders and regions
- Partner with Scrum Masters, Architects, Developers, QA teams, and business SMEs to deliver product increments
- Participate in Program Increment (PI) Planning, Sprint Planning, Reviews, and Retrospectives
- Ensure timely delivery of high-quality solutions aligned with roadmap commitments
- Remove delivery blockers and facilitate decision-making when priorities conflict
- Act as the primary business representative for Salesforce FSL initiatives
- Engage field technicians, supervisors, dispatchers, call center teams, and operational leaders to gather feedback and requirements
- Communicate roadmap updates, release content, dependencies, and risks to leadership
- Facilitate user acceptance testing (UAT) and business sign-off
- Collaborate with Salesforce architects and technical teams to define scalable, maintainable solutions
- Promote platform best practices and standard business processes
- Evaluate enhancement requests and determine business value and implementation priority
- Ensure compliance with enterprise architecture, security, and data governance standards
- Support release planning, deployment readiness, and change management activities
- Develop communication, training, and adoption strategies for new capabilities
- Monitor user adoption, system utilization, and operational performance metrics
- Drive continuous improvement through regular review of business outcomes and user feedback
Skills
- Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field
- 5+ years of Product Owner, Product Manager, Business Analyst, or Digital Product Management experience
- 3+ years of Salesforce Field Service Lightning (FSL) experience
- Experience managing product backlogs and Agile delivery teams
- Strong understanding of field service operations, scheduling, dispatch, work orders, and technician mobility solutions
- Experience working in global and cross-functional environments
- Excellent communication, facilitation, and stakeholder management skills
- Strong analytical and problem-solving capabilities
- Ability to travel up to 10% for onsite meetings and meeting with field users
- Salesforce Administrator Certification
- Salesforce AI associate Certification
- Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager (POPM), or equivalent Agile certification
- Experience with Azure DevOps, Jira, or similar Agile management tools
- Experience with mobile applications, integrations, APIs, and enterprise service platforms
- Experience leading large-scale Salesforce deployments across multiple countries or business units
Benefits
- 401(k) plan with a generous company match
- Automatic retirement contribution from day one of employment
- Comprehensive medical, prescription drug, dental, and vision coverage for you and your eligible dependents
- Three weeks of paid vacation
- Paid company holidays
- Paid sick leave
- Employee assistance programs
- Wellness incentive programs
- Life insurance
- Disability coverage
- Voluntary benefits, including legal, pet, home, and auto insurance
- Birth/adoption and parental leave benefits
- Adoption assistance
- Tuition reimbursement program
- Service anniversary recognition
- Spot performance bonus opportunities
- Training and resources that build leadership and capabilities in Sales, Field, Engineering, and Major Projects
- Employee Scholar Program sponsoring colleagues to pursue degrees or certification programs
Company Overview
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