CRM Business Analyst

Direct message the job poster from Omega CRM, A Merkle Company

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

Skills

What Do We Offer

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.

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