Sr. Business Analyst, Salesforce

Date Posted: 2026-08-21 Country: United States of America Location: OTTXH: Texas Home Offices Remote Location, Remote City, TX, 06032 USA The Salesforce Field Service (FSL) Product Owner is responsible for defining, prioritizing, and delivering Salesforce Field Service capabilities that improve field operations, technician productivity, customer experience, and business outcomes. This role serves as the bridge between business stakeholders, field operations leaders, and technology teams, ensuring that product investments align with strategic objectives and deliver measurable value. The Product Owner owns the product roadmap, backlog prioritization, release planning, and stakeholder engagement for Salesforce Field Service Lightning (FSL), Service Cloud, and related mobility solutions. Working within an Agile/SAFe framework, the Product Owner drives continuous improvement, global standardization, and successful deployment of FSL capabilities across multiple regions. On a typical day you will: Product Strategy & Roadmap 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. Product Backlog Management 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. Agile Delivery Leadership 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. Stakeholder Management 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. Solution Governance 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. Release & Adoption Management 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. What you will need to be successful: 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 Preferred Qualifications 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. What we offer: We offer a 401(k) plan with a generous company match and an automatic retirement contribution for your future financial security from day one of your employment, you and your eligible dependents will receive comprehensive medical, prescription drug, dental, and vision coverage. Enjoy three weeks of paid vacation, along with paid company holidays We provide paid sick leave, employee assistance, and wellness incentive programs to support your well-being. Life insurance and disability coverage to protect you and your family. Voluntary benefits, including options for legal, pet, home, and auto insurance. We offer generous birth/adoption and parental leave benefits, as well as adoption assistance, to support growing families. Pursue your educational goals with our tuition reimbursement program. Recognize and be recognized! We celebrate service anniversaries and offer spot performance bonus opportunities to show our appreciation. If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here . Become a part of the Otis team and help us #Buildwhatsnext! Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com. Privacy Policy and Terms: Click on this link to read the Policy and Terms