Salesforce Business Analyst

Source Group International; Deutschland; Remote; EUR 83,000 - 138,000; Full time

Job summary

Source Group International seeks an experienced Salesforce Business Analyst to support a major telecom digital transformation. You will bridge business, delivery, and SI teams, translating requirements into functional designs for Salesforce Service Cloud and related platforms.

You will lead workshops, model As-Is/To-Be processes, define user stories and acceptance criteria, and support MACD activities across broadband services. This is a remote EU-based freelance role for initial 8 months.

Qualifications

• Experience as Salesforce Business Analyst on large-scale transformations.
• Strong expertise with Salesforce Service Cloud in telecom contexts.
• Knowledge of MACD processes and customer lifecycle management.
• Proven ability to map complex telecom customer journeys and service lifecycles.
• Experience coordinating with business, delivery teams, and SI partners.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Stakeholder management

Agile / Scrum

Workshop facilitation

Process mapping

Requirements elicitation

User stories & acceptance criteria

Tools

Salesforce Service Cloud

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.

By applying for this role, you consent to SGI contacting you by telephone regarding recruitment services, market updates, and relevant business opportunities

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