Salesforce Business Analyst – Customer ServiceLocation: Valencia (Hybrid; 4+1 remote work policy). Employment type: Full‐time. Only CVs submitted in English will be reviewed.
As part of our ongoing transformation, we are standardizing and scaling our customer care processes globally, with Salesforce at the core. In this role, you will play a key part in making this work in practice through rollout, configuration, and continuous improvement of Service Cloud. You will work at the intersection of business and technology, supporting the rollout and optimization of Service Cloud across our Customer Care organization. This is a hands‐on role that ensures Salesforce works effectively in day‐to‐day operations.
Responsibilities
Stakeholder Collaboration & Process Design – partner with stakeholders and BPOs to understand needs, support the design of scalable, standardized processes, and challenge requirements to ensure simplicity, standardization, and alignment with out‐of‐the‐box capabilities.
Requirements & Functional Translation – support backlog refinement by translating requirements into user stories and ensuring readiness for development.
Implementation & Configuration – promote standardization by leveraging out‐of‐the‐box capabilities and best practices, perform light configuration where required, and collaborate with Tech Leads on more complex implementations.
Delivery Support & Deployment – support the delivery process by ensuring requirements clarity, testing readiness, and alignment with DPO and Tech Leads. Lead functional testing, prepare test scenarios, and support UAT with SMEs and BPO. Support deployment readiness, rollout, and adoption.
Continuous Improvement & User Support – train and support users, promote adoption of standardized processes, turn insights into improvements, and support reporting and data quality improvements.
Key Success Factors
Successful rollout and adoption of Service Cloud across Customer Care
Increased use of standardized processes and capabilities in Salesforce
Improved customer care efficiency and customer satisfaction
Core Requirements
Relevant degree or equivalent experience
3‐5 years of experience working with Salesforce, focusing on Core Clouds
Hands‐on experience with Salesforce configuration (e.g., flows, case management, automation, validation rules)
Experience in Service Cloud
Experience driving rollouts, user training, and adoption
Salesforce Administrator or Service Cloud Certification
Experience collaborating with business stakeholders in an international environment
Strong analytical mindset and understanding of business processes
Excellent communication and stakeholder management skills
Fluent English (written and verbal)
Additional Qualifications (Preferred)
Experience in Marketing Cloud and Analytics
Experience with CTI solutions (e.g., Amazon Connect)
Experience with automations and workflows
Understanding of integrations/APIs
Knowledge of loosely coupled architecture
Experience with Field Service
Benefits
Opportunity to play a key role in a global transformation, shaping how we use Salesforce to standardize and scale our customer service processes.
Work in an international environment with close collaboration between business, IT, and product teams.
Competitive compensation package, including medical insurance and flexible benefits.
Discounts on our platform and gym memberships.
Job stability in a growing and innovative company within healthcare and genetic services.
Equal Opportunity EmployerVitrolife Group is an equal opportunity employer. We welcome and encourage applications from people with disabilities.
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