IT Business Analyst - Commercial Domain

🌍 Making Every Move Matter

At ViCentra, home of Kaleido, we are redefining what is possible in diabetes care. Our insulin pump empowers people with more freedom, confidence, and independence, and behind that freedom is a connected, well-designed commercial IT landscape that enables our teams to reach, support, and grow with customers and partners worldwide.

Our values (Be Bold, Build Trust, Focus on the Customer, and Deliver Excellence) guide how we build technology and how we work together. If you combine deep IT expertise with a sharp analytical mind and a genuine drive to improve the way commercial teams work, ViCentra offers you the opportunity to make a real impact. 🚀

💻 Your Impact

As IT Business Analyst for the Commercial Domain, you sit at the intersection of IT and the commercial heartbeat of ViCentra. You are the analytical and delivery backbone for the systems that power our sales, marketing, customer care, and partner channels, with Salesforce and marketing automation at the centre of your world.

You do not just gather requirements and hand them off. You own the full arc: from understanding business challenges and designing solutions, to steering delivery and ensuring what gets built actually solves the problem. You bring the IT depth to challenge technical decisions and the stakeholder skills to navigate a fast-moving commercial organisation.

Working from within the IT team, you are a trusted counterpart for Sales, Marketing, and Customer Care, someone who understands their world, speaks their language, and knows what good looks like from a systems perspective.

🔧 What You'll Take On

Requirements & Solution Design

• Lead business analysis for initiatives across the commercial IT landscape, including Salesforce CRM and Service Cloud, partner portal functionality, and marketing automation platforms.

• Translate complex, often ambiguous commercial requirements into clear functional designs, user stories, and solution blueprints that technical teams can build against.

• Challenge requirements critically: distinguish between what stakeholders ask for and what will actually solve the underlying problem.

• Define and validate data flows, system integrations, and process logic across interconnected commercial platforms.

• Produce high-quality documentation (functional specifications, process maps, data models) that serves as the foundation for delivery and future maintenance.

Process Analysis & Improvement

• Map and analyse end-to-end commercial processes (from lead management and campaign execution to partner onboarding and customer service workflows), identifying gaps, inefficiencies, and improvement opportunities.

• Drive process redesign initiatives that simplify operations, reduce manual effort, and improve data quality across commercial systems.

• As Lean specialist, actively challenge the business: question existing ways of working, push back on non-value-adding steps, and hold stakeholders accountable for solving the root cause rather than the symptom.

• Work closely with business owners to establish clear process ownership, governance, and ways of working around commercial IT systems.

• Bring a data-informed perspective: use system data and operational metrics to underpin analysis and prioritisation.

Project Delivery

• Own end-to-end delivery of IT projects within the commercial domain, from initial scoping and stakeholder alignment through design, build coordination, testing, and go-live.

• Manage project scope, timelines, dependencies, and risks; keep the right people informed and involved throughout.

• Coordinate across internal IT colleagues, business stakeholders, Quality, and external implementation partners or vendors.

• Lead structured testing activities, including functional, integration, and user acceptance testing, ensuring solutions are validated before they reach production.

• Ensure changes are delivered in a compliant and well-documented manner, in line with ViCentra's quality and regulatory standards.

Stakeholder Partnership

• Act as the primary IT sparring partner for Sales, Marketing, and Customer Care, building trusted relationships at both operational and management level.

• Facilitate workshops, discovery sessions, and alignment meetings that bring clarity and shared understanding to complex topics.

• Translate between the commercial and technical worlds: make IT decisions understandable for business stakeholders, and business priorities actionable for IT teams.

• Actively contribute to the commercial IT roadmap, bringing structured input from day-to-day operations and ongoing analysis.

📌 What You Bring

• Relevant education (Bachelor or Master) in IT, information management, business informatics, or a related field.

• 6+ years of experience as a Business Analyst or in a comparable IT role, with a strong track record of delivering in commercial or customer-facing domains.

• Hands-on experience with Salesforce: CRM, Service Cloud, or platform configuration. You know the platform well enough to design for it and challenge implementation choices.

• Experience with marketing automation platforms (HubSpot, Marketo, Pardot, or equivalent) and an understanding of how they integrate with CRM and other commercial systems.

• Strong command of the full BA toolkit: process modelling, requirements elicitation, user story writing, gap analysis, data mapping, and functional specification.

• Proven ability to own and deliver IT projects end-to-end, managing scope, stakeholders, timelines, and quality simultaneously.

• Confident working in a regulated or quality-driven environment, experienced with structured testing and documentation standards.

• A sharp, independent thinker who can cut through complexity, ask the right questions, and bring clarity where others see ambiguity.

• Strong communicator and trusted partner to both technical teams and senior business stakeholders.

• Living in the Netherlands, preferably in the Utrecht region.

• Speaking and writing English fluently and, ideally, Dutch as well.

✨ Nice to Have

• Experience with Salesforce partner or community portals (Experience Cloud).

• Familiarity with integration architecture and API-based connectivity between commercial platforms.

• Exposure to medtech, pharma, or other regulated environments (ISO 13485, GxP, or similar).

• Experience writing validation and qualification documentation (IQ, OQ, PQ).

• Salesforce certification (Administrator, Business Analyst, or equivalent).

• Lean or Six Sigma training or certification (e.g. Yellow, Green, or Black Belt).

💡 Life at ViCentra

Working at ViCentra means:

• Senior ownership of a commercially critical IT domain in a compact, high-impact team.

• A role that spans strategy and execution: you shape solutions and see them through to delivery.

• Close collaboration with Sales, Marketing, Customer Care, Quality, and external partners.

• A culture built on trust, responsibility, and continuous improvement.

🌱 Grow With Purpose

At ViCentra, you'll have the opportunity to:

• Grow into IT product ownership, solution architecture, or commercial IT leadership.

• Build expertise at the intersection of Salesforce, marketing technology, and regulated IT delivery, a rare and valuable combination.

• Contribute directly to a product that improves the lives of people living with diabetes, every single day.

🌏 Every Journey Starts Somewhere: Make Yours Count Here

If this role excites you, but you don't meet every requirement, we'd still love to hear from you. At ViCentra, we care about motivation, ownership, and the willingness to grow.