Salesforce Business Analyst

SGI; Deutschland; Remote; EUR 83,000 - 124,000; Full time

Job summary

SGI is seeking an experienced Salesforce Business Analyst for a freelance engagement to support a major digital transformation in a telecom environment. The role focuses on MACD activities across broadband and telecom products, bridging business stakeholders, delivery teams, and systems integrators.

Key duties include leading requirements workshops, documenting AS-IS/TO-BE processes, and guiding the design within Salesforce Service Cloud while ensuring seamless integration with BSS/OSS.

Qualifications

• Proven Salesforce BA on large-scale transformation programmes.
• Expertise with Salesforce Service Cloud in telecom environments.
• Strong MACD and customer lifecycle management knowledge.
• Experience mapping As-Is/To-Be processes and writing user stories.

Responsibilities

• Lead requirements workshops with business and technical stakeholders.
• Document telecom customer journeys and service lifecycle processes.
• Create detailed process maps and acceptance criteria.
• Define functional specifications and ensure alignment with business goals.
• Support UAT and defect/change management across the delivery lifecycle.

Skills

Salesforce Service Cloud

MACD processes

Process mapping

Requirements elicitation

User stories

Agile (Scrum)

Stakeholder management

Workshop facilitation

Customer lifecycle

BSS/OSS

Tools

ServiceNow

Netcracker

Amdocs

Job description

Salesforce Business Analyst

Contract: Freelance
Duration: Initial 8 Months (with potential extension)
Location: Fully Remote (EU-based)
Language Requirements: English (Essential), German (Desirable)

Overview

We are seeking an experienced Salesforce Business Analyst to support a major digital transformation programme within a telecommunications environment. This role will focus on customer lifecycle and service management processes, with particular emphasis on MACD (Move, Add, Change, Delete) activities across broadband and telecom products.
The successful candidate will act as the bridge between business stakeholders, delivery teams, and systems integrators, translating complex business requirements into functional designs across Salesforce Service Cloud and integrated telecom platforms.

Key Responsibilities

Business Analysis & Process Design

• Lead requirements gathering workshops with business and technical stakeholders.
• Analyse and document complex telecom customer journeys and service lifecycle processes.
• Create detailed As-Is and To-Be process maps for customer service and operational workflows.
• Define business requirements, functional specifications, user stories, and acceptance criteria.
• Support the delivery of value-driven features throughout the project lifecycle.

Salesforce & Telecom Transformation

• Drive the functional design of solutions within Salesforce Service Cloud.

• Support the design and optimisation of MACD processes, including:

  • Service upgrades and downgrades
  • Customer relocations
  • Product and tariff amendments
  • Ownership transfers
  • Service cancellations
• Ensure seamless integration between Salesforce and broader BSS/OSS ecosystems.
• Work closely with development and architecture teams to validate solution designs.

Agile Delivery & Stakeholder Management

• Participate actively in sprint ceremonies, backlog refinement sessions, and planning workshops.
• Provide ongoing clarification of business requirements to delivery teams.
• Collaborate with internal stakeholders, third-party vendors, and offshore delivery teams.
• Support User Acceptance Testing (UAT) activities and functional sign-off processes.
• Manage defects, change requests, and functional queries throughout the delivery lifecycle.

Integration & Service Management

• Support integrations between Salesforce and platforms such as:

  • ServiceNow
  • Telecom Order Management systems
  • Customer Information Management platforms
  • Middleware solutions and enterprise integration layers
• Ensure end-to-end customer journeys are effectively represented across all integrated systems.

Required Experience

Essential

• Proven experience as a Salesforce Business Analyst on large-scale transformation programmes.
• Strong expertise with Salesforce Service Cloud.

• Telecommunications industry experience, ideally within:

  • Broadband
  • Fixed-line services
  • Fibre (FTTH)
  • Communications providers
• Strong understanding of MACD processes and customer lifecycle management.
• Experience working across BSS/OSS environments.
• Skilled in process mapping, requirements elicitation, user story creation, and functional specification writing.
• Experience facilitating workshops with both business and technical stakeholders.
• Strong Agile delivery experience within Scrum environments.
• Excellent stakeholder management and communication skills.

Desirable

• Salesforce Marketing Cloud knowledge.
• Salesforce Sales Cloud experience.
• Experience working with ServiceNow.
• Exposure to telecom order management platforms such as Netcracker, Amdocs, or similar solutions.
• Experience working with offshore delivery partners or systems integrators.
• German language skills.

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.

Source Group International Ltd is acting as an Employment Business in relation to this vacancy