Salesforce Positions (Service Cloud Consultant & Support Specialist

The objective of the position is to offer a 'Second Level' support service to solve irregularities and incidents in the systems, managing requests and giving support to the international users. The employee works independently on the continuously improvement process to optimize support and stabilize the systems (e.g. by setting up monitoring)

• Manage requests from users registered in the ticketing tools, maintaining the levels established in the SLA's, eg: authorization access, Customizing, Job Planning
• Give support to users in functional questions about the respective applications.
• Answers questions about processes and the status of the systems
• Acts partly as an interface between the BC units and the business units responsible for the development and implementation of new systems and the infrastructural operation of systems
• Identifies possible system improvements and drives them within the SDO team (e.g. by means of operational problem management)
• Controls, plans and is responsible for processing in the systems with a business background and coordination within the SDO
• Monitoring business processes (from operational planning and the development of suitable monitoring to event handling/escalation processes)
• Identify system problems (recurring incidents) and work proactively to solve them.
• Operational knowledge management (Provide training to end users, collaborators or BC's when required)
• Notify users, BCs and/or other teams about serious incidents in the system and any change in procedure.
• Test Activities (Develops test plans together with BC and Business)
• Quality assurance measures (CSI)
• Work following the established guidelines regarding Incident Management, Problem Management and Knowledge Management processes., Our client's customer service is not your standard call center. With over 30 locations and a highly motivated business department, we are bursting with ideas. Your mission? You are the linchpin of our Salesforce Service Cloud. You listen, advise the 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.
• 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.

• Proven experience on Salesforce application support is needed (1-2 years minimum). Salesforce certifications will be very valued
• Desired University degree in Information Technology or similar
• You have already professional experience in Support tasks or IT projects
• Ideally you have experience handling Support Ticketing Systems
• It motivates you when you familiarize yourself with new topics
• You are characterized by strong analytical skills, networked thinking, and an affinity with process optimization
• You enjoy working in an international team
• You are results oriented, and demonstrate a 'can-do' attitude - adaptability, flexibility and resourcefulness
• Knowledge in ITIL is a plus, * Experience & Expertise: Proven professional experience managing complex, heavily customized Salesforce Service Cloud environments (ideally within a service/customer support context).
• 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 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.
• 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.

• You will be part of an international team composed of people from different countries and backgrounds, where you will be able to share your experience and knowledge to achieve the team's vision and objectives.
• On top of this, as team member of the Development area, you'll have a personal follow-up with your management team to help you understanding all business-related questions and guide you in your professional career.
• Our team: Internationally diverse, highly motivated, with confidence in our product
• We offer a competitive compensation and benefits package: lunch vouchers, health and dental insurance, transport, wellbeing, language classes, etc.

A leading international retailer with 570,000 employees worldwide in 33 different countries and over 13,700 stores, has stablished in Barcelona an IT HUB as part of his IT division, responsible for the selection and provision of IT infrastructure, IT platforms and business applications. With our agile mentality we are looking for people that is willing to make an impact on projects and solutions used worldwide by millions of customers. Agrupa Global Talent collaborates with our client to attract the best talent for its ITHUB located in Barcelona. We are looking for open-minded colleagues with passion for technology. We offer you diverse and exciting career opportunities in a dynamic work environment that stands for development and progress. We are looking for candidates who contribute their innovative ideas and go-getter mindset to tackling future challenges. If you feel ready and think this opportunity is for you, we would be happy to meet you.