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CRM Business Analyst

hace 2 semanas

Madrid, Madrid, España Omega CRM, A Merkle Company A tiempo completo

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 is looking for a Salesforce Business Analyst.

Job Description

  • 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 CRM 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 is a plus
  • 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 global 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.