Overview
Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of technology applied to marketing and providing a unique customer relationship with mainly focus on innovation. Omega CRM is looking for a Salesforce Business Analyst.
Responsibilities
- Conduct comparative analyses between the current state (As-Is) and the desired or future state (To-Be) of processes, systems, or organizational structures, with the goal of identifying improvement opportunities, inefficiencies, gaps, and transformation needs.
- Conduct comprehensive current state (As-Is) assessments by engaging with stakeholders to understand existing business processes, workflows, roles, and tools.
- Document current processes in detail, identifying pain points, bottlenecks, inefficiencies, and redundancies.
- Design future state (To-Be) processes that align with business goals, incorporating technological, organizational, and methodological improvements.
- Collaborate with stakeholders to validate future-state designs and ensure feasibility and alignment with strategic objectives.
- Perform gap analysis by comparing As-Is and To-Be states, identifying required changes across technology, people, processes, and regulatory factors.
- Develop actionable implementation plans or roadmaps to support business transformation initiatives.
- Create clear and accurate process documentation, including diagrams (BPMN, SIPOC, flowcharts, etc.) and supporting materials.
- Prepare and deliver analytical reports and presentations for senior management and cross-functional teams.
- Facilitate knowledge transfer and support delivery teams by translating business analysis into technical or operational requirements, ensuring successful implementation.
- Provide continuous support during the implementation phase to monitor progress, resolve issues, and ensure process improvements are effectively adopted.
- Requirements Analysis.
- Design and implement functional solutions in projects.
- Provide effort estimations for projects.
- Work in coordination with the rest of the Omega team and / or the client to contribute to the fulfillment of project objectives.
- Analyze and improve application performance.
- Collaborate with technology providers when required by the project.
- Contribute to the validation of the solution against functional requirements.
- Comply with the agreed software quality standards set by Omega's Technical Management.
Required Experience
- Minimum of 4 years work experience with Salesforce consulting roles.
- Proven experience conducting As-Is / To-Be analysis of business processes, systems, or organizational structures.
- Ability to assess the current state of operations and design optimized future-state models aligned with business objectives.
- Skilled in identifying process inefficiencies, operational gaps, and transformation opportunities.
- Experience in documenting workflows, creating process maps (e.g., BPMN), and preparing actionable recommendations for improvement.
- Strong collaboration skills to engage with stakeholders and cross-functional teams throughout the analysis and implementation phases.
- Ability to facilitate knowledge transfer sessions and provide ongoing support to development, implementation, or operations teams during project execution.
- Experience with different clouds such as Sales, Service, Marketing Cloud, Community, etc.
- Experience with Agile methodology.
Skills
- Oral and written fluent in English.
What do we offer
- Permanent contract.
- Flexible Schedule. We make it easy. Balance your professional and personal life.
- Certifications plan. Improve your skills and get the official certificate from our main partners.
- Home Office. You decide and we support you.
- Flexible retribution (public transport ticket, Ticket restaurtant, …).
- Health insurance.
- OMEGA in action. Our commitment to a better society is not just an intention
- Professional development : Evolve, grow and get where you want to go.
About us
Omega CRM, a Merkle Company, is a general digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI.
Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.
With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.
We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.
Client satisfaction is at our core (rating : 4.9 / 5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).
At Omega CRM, we believe in growth through people – guided by our values : #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.
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