Workplace Services Analyst

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Real Estate & Facility Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

As a Workplace Services Supervisor, you'll be at the heart of how our EMEA region delivers exceptional workplace experiences. You'll own the regional ticketing operations within our service management platform, serving as the critical link between EMEA and our global technology team, and partner closely with our Integrated Facilities Management (IFM) provider to drive seamless, SLA-compliant service delivery. This is a role for someone who thrives on data-driven problem solving, champions continuous improvement, and loves working at the intersection of people, process, and technology.

Your Team

You'll report directly to the Director, Workplace Services, sitting within the broader Real Estate & Workplace Services (REWS) organization. You'll work closely with regional field teams, the global technology group, and our IFM partner — collaborating across time zones and functions to deliver outstanding workplace experiences for Salesforce employees across EMEA.

What You'll Do

• Own and oversee EMEA ticketing operations — ensuring efficient handling, smart prioritization, and timely, SLA-compliant resolution within our service management platform
• Partner closely with our IFM provider to drive accountability, seamless collaboration, and consistent service performance
• As regional Subject Matter Expert (SME) serve as the primary liaison between EMEA and the global technology team, for any bug fixes and tool enhancements
• Provide in-region troubleshooting and escalation support for complex or critical issues, ensuring minimal disruption to our employees and workplaces
• Produce Training material and lead training on new tool enhancements and releases, driving smooth adoption across regional teams
• Ensure quality assurance and compliance in ticket handling, including:
  • Monitoring and analyzing SLA performance across the region
  • Identifying trends, gaps, and risks through data analysis
  • Driving corrective actions to improve service delivery and SLA adherence
  • Maintaining data accuracy for reliable reporting and dashboards
• Coordinate field services taskforce activities, ensuring tight alignment between systems, processes, and on-the-ground execution
• Support the delivery of global & regional Centre of Excellence (CoE) programs — contributing to standardisation initiatives, knowledge sharing, and continuous improvement workstreams
• Champion a culture of safety across the EMEA portfolio — supporting regional H&S protocols and contractor access processes
• Leverage data analysis to surface operational insights — tracking performance trends, identifying service gaps, and translating findings into clear, actionable recommendations that drive smarter decision-making across the region

What We're Looking For

• Experience in workplace services, facilities management, or service operations
• Passion for technology with ticketing and service management tools (e.g.,Fieldservices, Corrigo or equivalent platforms)
• Hands-on experience with CMMS platforms — managing asset data, work order workflows, and maintenance records to support accurate reporting and compliance
• Strong analytical skills with experience handling operational data — comfortable working across reporting tools, dashboards, and service management platforms
• Proven ability to collaborate across regional and global stakeholder groups
• Hands-on experience with system implementations, UAT, and continuous improvement
• Strong communication, stakeholder management, and influencing skills
• Familiarity with AI-powered tools and workflow automation, with an appetite for applying emerging technology to improve service operations and reporting efficiency
• Experience with health & safety compliance in a facilities or IFM environment, including contractor management, risk assessment, and safe systems of work is a plus

How We'll Know You're Succeeding

• High SLA compliance and continuous improvement in service performance
• Efficient and consistent ticket handling across the EMEA region
• Strong data quality enabling reliable reporting and meaningful insights
• Effective, trust-based collaboration with our IFM partner and field services teams
• EMEA operations tightly aligned with global technology initiatives

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.