Salesforce Field Service Business Analyst(Claims)

Title: Salesforce Field Service Business Analyst(Claims)

Location: Remote

Duration: 6 Months contract

Exp: 8 years with 3 yrs in claim

Must-have skills

• Salesforce Field Services

Nice-to-have skills :

• Field Services

Salesforce Field Service (FSL) and needs a claims SME who understands how claims and provider operations should work within the new platform.

Therefore, the ideal candidate would have:

• Claims/Warranty Operations expertise.
• Business Process Transformation experience.
• Salesforce Field Service exposure.
• UAT and requirements validation experience.
• Ability to bridge business and technology teams.

Responsibilities :

• Own deep knowledge of the claims process end-to-end, including current workflows, business rules, exception scenarios, provider interactions, handoffs, pain points, and operational dependencies.
• Document and explain the current-state process, particularly the rationale behind key steps, controls, and requirements, so the team understands what must be preserved versus what can be redesigned.
• Support future-state process redesign, using her claims expertise to help simplify, streamline, and modernize the process rather than recreating the current model.
• Challenge proposed changes constructively, identifying where a redesigned process could create downstream operational, provider, compliance, data, or customer-experience issues.
• Recommend practical workarounds and solutions when current process requirements conflict with the desired future-state experience.
• Represent the provider and Whirlpool perspective, ensuring changes continue to effectively support providers while meeting Whirlpool’s business and operational needs.
• Identify exceptions and edge cases early, particularly scenarios that may not be obvious to the technology/design teams but occur regularly within claims operations.
• Validate the future-state solution and requirements, confirming that proposed workflows, business rules, integrations, and operational procedures will work in real-world claims scenarios.
• Partner closely with business and technology teams through design, build, testing, and implementation to answer process questions and prevent gaps caused by incomplete business understanding.
• Support UAT and readiness, helping define representative claims scenarios, validating outcomes, and ensuring the redesigned process is operationally viable before release.