Location
London

Hours
Full Time

Salary
Competitive salary, commensurate with experience

About the Role
As a Workplace Services Analyst at Salesforce, you will be at the heart of delivering exceptional workplace experiences across the EMEA region. You will own the regional ticketing operations within our service management platform, acting as the critical link between EMEA and our global technology team. Partnering closely with our Integrated Facilities Management (IFM) provider, you will drive seamless, SLA-compliant service delivery. This role suits someone who thrives on data-driven problem solving, champions continuous improvement, and enjoys working at the intersection of people, process, and technology.

You will report directly to the Director, Workplace Services, within the broader Real Estate & Workplace Services (REWS) organization. Collaboration with regional field teams, the global technology group, and our IFM partner across time zones and functions will be key to delivering outstanding workplace experiences for Salesforce employees across EMEA.

Your responsibilities will include owning and overseeing EMEA ticketing operations to ensure efficient handling, smart prioritization, and timely SLA-compliant resolution. You will serve as the regional Subject Matter Expert (SME) and primary liaison between EMEA and the global technology team for bug fixes and tool enhancements. Providing in-region troubleshooting and escalation support for complex or critical issues will be essential to minimize disruption.

Additional duties include producing training materials and leading training on new tool enhancements and releases, ensuring smooth adoption across regional teams. You will monitor and analyze SLA performance, identify trends and risks through data analysis, and drive corrective actions to improve service delivery and SLA adherence. Maintaining data accuracy for reliable reporting and dashboards is critical.

You will coordinate field services taskforce activities to ensure alignment between systems, processes, and on-the-ground execution. Supporting global and regional Centre of Excellence (CoE) programs by contributing to standardisation initiatives, knowledge sharing, and continuous improvement workstreams will be part of your role. Championing a culture of safety across the EMEA portfolio by supporting regional health & safety protocols and contractor access processes is also expected.

Leveraging data analysis to surface operational insights, track performance trends, identify service gaps, and translate findings into actionable recommendations will drive smarter decision-making across the region.

Experience
- Experience in workplace services, facilities management, or service operations
- Hands-on experience with ticketing and service management tools (e.g., Fieldservices, Corrigo or equivalent platforms)
- Experience with CMMS platforms managing asset data, work order workflows, and maintenance records
- Strong analytical skills with experience handling operational data, 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
- Familiarity with health & safety compliance in a facilities or IFM environment, including contractor management, risk assessment, and safe systems of work is a plus

About you
- Passion for technology and applying emerging tools such as AI-powered solutions and workflow automation to improve service operations and reporting efficiency
- Strong communication, stakeholder management, and influencing skills
- Data-driven problem solver who champions continuous improvement
- Comfortable working across multiple time zones and collaborating with diverse teams

Qualifications
- Relevant qualifications or certifications in workplace services, facilities management, or related fields are advantageous but not mandatory