Salesforce Service Cloud Consultant / Business Analyst (m/f/d)

Your Profile

• Experience & Expertise: Proven professional experience managing complex, heavily customized Salesforce Service Cloud environments (ideally within a service/customer support context). You understand that our customer service is not your standard call center—with over 30 locations and a highly motivated business department, we are bursting with ideas.
• The Mission & Partnership: You act as the linchpin of our Salesforce Service Cloud. You listen, advise our diverse business units as an equal partner, and translate complex business challenges into elegant, scalable Salesforce solutions. You are the guide who ensures that despite maximum individualization and customization, we never lose sight of the big picture.
• Technical Skills (Apex, Java, SQL): Highly proficient in declarative development (Flows are your tool of choice), but you also possess a strong technical understanding of code, knowing when Apex or LWC is required. Hands-on knowledge or familiarity with Java and SQL is highly valued.
• DevOps & Release Frameworks: Familiarity with modern Release Management and DevOps methodologies/tools for Salesforce deployment.
• Analytics & Quality Tools: Knowledge of Analytics platforms (e.g., CRM Analytics / Tableau) or QA/Performance tools like Leaptree is a distinct plus.
• Consulting & Analytical Skillset: Strong analytical thinking, interconnected mindset, and an affinity for process optimization. You know how to say "no" constructively by presenting better alternatives.
• Autonomy & Drive: Highly autonomous and self-driven in your daily work. You are results-oriented, flexible, resourceful, and demonstrate a strong "can-do" attitude.
• Structure & Collaboration: Ability to keep a clear head and maintain excellent documentation while managing 30+ different stakeholders across our various locations in an international team environment.
• Education & Languages: Desired University degree in IT or a related field. Fluent in English; German language skills are a distinct plus.
• Certifications: Salesforce Certified Administrator and/or Salesforce Certified Platform Developer I certifications are a big plus, but not a dealbreaker if you have equivalent hands-on experience.

A modern, well-equipped workplace awaits you at Plaza Catalunya — right in the heart of Barcelona.
 

As part of our commitment to a positive and supportive work environment, our company offers a range of attractive additional benefits. These include restaurant vouchers, transportation benefits, health insurance, and fitness vouchers. Through our discount platform, you can also enjoy monthly discounts and benefits in a wide variety of categories, from services to clothing to accommodation.

Working closely with international departments, we develop customer-oriented solutions in flexible, small teams.

Our employees are very important to us. You will become part of an appreciative and open corporate culture with flat hierarchies.

We offer you diverse and exciting career opportunities in a dynamic work environment that stands for development and progress. 

We believe in giving our employees the flexibility they need to do their best work. Our most popular model is the hybrid model, which gives employees the option to work remotely up to 12 days per month. In-office time is focused on collaboration.

Your Tasks

• Sparring Partner: Evaluate new ideas, challenge the status quo, and demonstrate what is possible with Lightning Flows, Omni-Channel, and AI support (Einstein, Cognigy).
• Business-IT Interface: Act as the bridge between the business units, development teams, and infrastructure operations to translate complex challenges into elegant solutions.
• Continuous Improvement: Identify potential system enhancements, drive them within the team, and help prioritize the roadmap to avoid technical ballast.
• Foresightful Customization: Build and maintain solutions that work seamlessly across 30 centers, juggling complex permission models, layouts, and automated workflows.
• Release & DevOps Management: Familiar with DevOps practices, you guide new features through the deployment lifecycle-from initial workshops and sandbox environments to CI/CD pipelines and organization-wide go-live.
• System Control & Monitoring: Control and plan system processing from a business perspective, overseeing processes from operational planning to event handling and escalation.
• Test Activities: Develop and execute test plans in close collaboration with other teams to ensure high-quality deployments.
• Functional Support: Provide high-quality support to users regarding functional questions, business processes, and system status.
• Problem & Incident Management: Identify recurring incidents to proactively resolve root causes, and notify users promptly about critical system issues or procedural changes following ITIL guidelines.
• Knowledge Sharing: Lead operational knowledge management by providing training to end-users, collaborators, and business stakeholders.