Salesforce Service Cloud Consultant / Business Analyst (m/f/d)

48232

Schwarz Digits creates the technological foundation for digital sovereignty in Europe. As the IT and digital division of the Schwarz Group, we develop and manage the IT infrastructures for the retail divisions Lidl and Kaufland, as well as Schwarz Production and PreZero. At the same time, we operate as an independent provider in the external market to support companies across Europe in their digital transformation. We bundle our core services in the areas of Cloud, Cyber Security, Data & AI, Communication, and Workspace.

Join us and contribute to digital sovereignty in Europe. With us, you will work at the intersection of agility and security: You will benefit from fast decision-making processes, enjoy genuine creative freedom in your projects, and be able to build upon the stable foundation of the Schwarz Group.

Your Tasks

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.

Your Profile

Experience & Expertise: Proven professional experience managing complex, heavily customized Salesforce Service Cloud environments (ideally within a service/customer support context). You understand that our customer service is not your standard call center—with over 30 locations and a highly motivated business department, we are bursting with ideas.

The Mission & Partnership: You act as the linchpin of our Salesforce Service Cloud. You listen, advise our diverse 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.

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.