Senior Designer-Servicemax & Salesforce

Smith+Nephew,

Sr. Designer - S+N Service Operating System - Salesforce & ServiceMax.

What will you be doing?

• As a Senior Designer you will be responsible for leading the technical design implementation and functional blueprinting of scalable, coordinated solutions across Salesforce Service Cloud, Field Service Lightning (FSL), and ServiceMax, supporting a connected ecosystem that enables global service operations.

• Solution Design & Blueprinting:

  Lead the design, development of robust and scalable solutions in Salesforce ServiceMax that align with enterprise service strategy and user experience requirements.
• Develop detailed design specifications, functional diagrams, wireframes, user flows, and technical solution documents to guide development and implementation teams.
• Own the end-to-end design and development for assigned service modules, ensuring solutions meet business needs, integrate with upstream/downstream systems, and are future-ready.
• Translate business requirements into platform-based design solutions that balance performance, usability, and maintainability.

• Platform Configuration & Customization:

  Configure Salesforce Service Cloud, Service Max and Field Service Lightning components, including Flows, Process Builder, Omni-Channel, Work Rules, Service Territories, and Scheduling Policies.
• Develop and validate Salesforce and ServiceMax components such as Installed Base, Entitlements, Work Orders, Preventive Maintenance, and Return/Repair flows.
• Collaborate with developers to ensure quality implementation of Apex classes, Lightning Web Components (LWC), Visualforce pages, and validation rules.
• Optimize platform performance, data structure, user experience across multiple business units and global deployments.

• Integration Design:

  Define, develop and document integration patterns between Salesforce/ServiceMax and enterprise systems (ERP, middleware, IoT platforms, data lakes) to ensure end-to-end data consistency and traceability.
• Work with middleware teams (e.g., MuleSoft) to develop secure and scalable integration approaches that support real-time and batch processes.
• Lead the design & development of service data mapping strategies, API payload definitions, and error handling protocols across connected systems.

• Design Governance & Quality Assurance

  : Ensure all platform designs comply with organizational governance models, platform best practices, data privacy policies, and field security requirements (e.g., RBAC, GDPR, HIPAA).
• Conduct peer reviews, perform functional validation of platform components, and proactively identify design risks and inconsistencies.
• Support traceability between design artifacts and requirements, ensuring audit readiness and project transparency.

• Cross-Functional Collaboration:

  Act as the primary design liaison business analysts, architects, product owners, and QA teams to ensure a shared understanding of design objectives and functional alignment.
• Lead technical design & development discussions during sprint planning, grooming, and solution validation workshops.
• Align closely with product and program teams, ensure that designs deliver intended business value and scale globally.

• Documentation & Knowledge Transfer:

  Produce comprehensive technical documentation including entity relationship diagrams, process flows, component usage guidelines, and solution design logs.
• Contribute to internal knowledge bases and design standards to support onboarding, cross-team reuse, and long-term sustainability of solutions.
• Facilitate knowledge-sharing sessions, demos, and design walkthroughs across project and support teams.

• Advanced Design & development Responsibilities:

  Champion a user-centered design & development approach by considering technician, dispatcher, and service agent workflows in all interface and process designs.
• Prototype and test configurable design elements in sandbox environments to validate business fit and technical feasibility prior to development.
• Partner with UX designers, mobile specialists, and localization teams to deliver global-ready, intuitive user experiences across devices and languages.
• Contribute to the design of offline-first mobile service experiences and intelligent sync strategies within the ServiceMax mobile environment.
• An individual who can work efficiently in a collaborative environment and foster teamwork with their peer group, their team and with business / functional leaders.

What will you need to be successful?

• Education:

  Bachelor's Degree or equivalent experience in Information Technology, Information Systems, or related field.

• Certification/Licenses

  : Salesforce Certifications: Salesforce Administrator, Service Cloud Consultant, Field Service Consultant preferred.
• ServiceMax Certification: ServiceMax Certified Designer or Functional Consultant highly preferred.

• Operating Mode: Hybrid: Work from office: 2 days in a week.

• Experience:

  12+ years of experience in Salesforce & ServiceMax Development. 5+ years in ServiceMax specifically.
• 8+ years of proven experience developing solutions involving custom development, third-party packages, App Exchange components, and middleware-integrated workflows.
• Deep understanding of Salesforce Service Cloud, Field Service Lightning, and core ServiceMax modules (Work Orders, Installed Products, Entitlements, Preventive Maintenance).
• Hands-on experience designing solutions involving APIs, real-time data flows, and integrated mobile field experiences.
• Proficiency in platform tools: Apex (review and design-level), LWC (conceptual), Process Builder, Flow, Visualforce.
• Experience with MuleSoft or similar middleware platforms in a design or data-mapping role. Good understanding of DevOps processes (e.g., Git, Copado, Jenkins) and agile SDLC environments.
• Excellent documentation and communication skills; ability to translate technical detail for business collaborators.
• Proficient in building collaborative teams, maintain calm, stay focus and instil that ability in others, and be effective communicator.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity-

Other reasons why you will love it here!

• Your Future:

  Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.

• Work/Life Balance:

  Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

• Your Wellbeing:

  Parents / Parents in Laws Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

• Flexibility

  : Hybrid Work Model (For most professional roles)

• Training:

  Hands-On, Team-Customized, Mentorship

• Extra Perks:

  Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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