Senior IT Functional Analyst, CRM & eCommerce (Dynamics 365 F&SCM EMEA Programme)

Berlin Packagin; Trezzano sul Naviglio; Híbrido; EUR 90.000 - 125.000; Jornada completa

Descripción de la vacante

Berlin Packaging is seeking a Senior IT Functional Analyst to bridge Commercial and Customer Service with the ERP programme across EMEA. You will integrate Salesforce.com CRM and eCommerce platforms (Shopify and Magento/Adobe Commerce) with Microsoft Dynamics 365 Finance & SCM, supporting multiple countries and a hybrid on-site model in Trezzano sul Naviglio.

The role emphasizes requirements analysis, data mapping, and cross-functional collaboration with technical teams and business users across

Formación

• 8+ years of experience as a Functional Analyst/Business Analyst in Commercial, Sales or Customer Service domains.
• Strong experience with Salesforce.com, Sales Cloud and Service Cloud; B2B/B2C commerce experience is a plus.
• Experience with eCommerce platforms and their integration with back-end systems (Shopify and/or Adobe Commerce/Magento).
• Good knowledge of Order-to-Cash processes and integration concepts; API data mapping and transformations.
• Experience in international, multi-country projects and stakeholder management.

Responsabilidades

• Analyse AS-IS Commercial and Customer Service processes across countries in scope.
• Define functional integration requirements between Salesforce.com, Shopify, Adobe Commerce/Magento and Dynamics 365.
• Write functional specs and work with Enterprise Architect and MuleSoft on data mapping.
• Support SIT/UAT testing, cutover, go-live and hypercare in each country.
• Engage with key users and business stakeholders across countries and contribute to training and documentation.

Conocimientos

Analytical thinking

Communication

Stakeholder management

Multi-country coordination

Problem solving

Herramientas

Salesforce

Shopify

Adobe Commerce

Magento

MuleSoft

Microsoft Dynamics 365

Descripción del empleo

Berlin Packaging is the world’s largest Hybrid Packaging Supplier®, providing packaging solutions in glass, plastic, and metal to companies across a wide range of industries, including food & beverage, beauty, healthcare, and industrial markets. As a “one-stop shop,” we combine design & innovation, manufacturing services, and supply chain capabilities to help customers bring their products to market in the most efficient and impactful way. With more than a century of experience in the packaging industry, Berlin Packaging operates on a global scale, supported by an extensive network of suppliers, warehouses, and commercial teams. This unique hybrid model allows the company to offer both standard and highly customized solutions, helping customers increase sales, reduce costs, and improve productivity through smarter packaging.

What sets Berlin Packaging apart is its entrepreneurial mindset and strong customer focus. Employees are encouraged to think like owners, act decisively, and collaborate across functions and geographies to deliver measurable results.

Core Beliefs:

The company’s culture is built around innovation, creativity, speed, and a continuous drive to “help customers become greater, faster,” making it a dynamic environment for people who want to make an impact.

We are looking for Senior IT Functional Analyst

Commercial & Customer Service (CRM / eCommerce) – Microsoft Dynamics 365 F&SCM EMEA Programme

• Engagement type: Interim assignment, full-time, on a freelance basis
• Duration: 12 months
• Start date: January 2027
• Location: Trezzano sul Naviglio (Milan, Italy) – hybrid working model with 3 days per week on site
• Travel: Occasional travel to the EMEA sites in scope (France, Spain, Portugal, Netherlands)
• Languages: Fluent English (written and spoken) is mandatory – it is the working language of the programme. Italian is a plus.

The Programme

Berlin Packaging EMEA has launched a transformation programme to implement Microsoft Dynamics 365 Finance & Supply Chain Management as its new ERP across the EMEA region. The initial scope covers Italy, France, Iberia (Spain and Portugal) and the Netherlands.

The programme includes the integration of the new ERP with the existing application landscape: legacy systems, Salesforce.com, the corporate eCommerce platforms (Shopify and Adobe Commerce / Magento), PIMCore (MDM) and the corporate MuleSoft middleware.

Role Purpose

The Functional Analyst will support Berlin Packaging EMEA in integrating the Salesforce.com CRM and the corporate eCommerce platforms (Shopify and Adobe Commerce / Magento) with the new Microsoft Dynamics 365 Finance & Supply Chain Management ERP.

The role acts as the bridge between the Commercial and Customer Service functions, the programme team and the technology partners.

Key Responsibilities

• Analyse the AS-IS Commercial and Customer Service processes in the countries in scope and contribute to the design of harmonised TO-BE processes across EMEA.
• Define the functional integration requirements between Salesforce.com, Shopify, Adobe Commerce / Magento and Microsoft Dynamics 365. Typical areas include:
• customer master data;
• price lists and commercial conditions;
• product availability;
• sales orders and order status;
• shipments, invoices and returns;
• customer credit status;
• Customer Service case management.
• Write functional specifications and work with the Enterprise Architect and the MuleSoft team on data mapping and transformation rules.
• Support testing (SIT, UAT): scenario preparation, execution and defect management.
• Support cutover, go-live and hypercare in each country.
• Engage with key users and business stakeholders across countries, capturing and managing local specificities.
• Contribute to key-user training and process documentation.

Requirements

• 8+ years of experience as a Functional Analyst or Business Analyst in the Commercial, Sales or Customer Service domain.
• Strong functional experience with Salesforce.com, in particular Sales Cloud and Service Cloud. Experience with B2B Commerce or Experience Cloud is a plus.
• Experience with eCommerce platforms (B2B and/or B2C) and their integration with back-end systems, preferably with Shopify and/or Adobe Commerce (Magento).
• Good knowledge of the Order-to-Cash process.
• Sound understanding of integration concepts (APIs, data mapping, synchronous and asynchronous flows), sufficient to work effectively with technical teams.
• Experience in international, multi-country projects.
• Strong analytical, communication and stakeholder management skills.

Preferred Qualifications

• Previous experience with Microsoft Dynamics 365, in particular Finance & Supply Chain Management sales order processing and customer-related functionality – strongly preferred.
• Salesforce certifications, such as Administrator, Sales Cloud Consultant or Service Cloud Consultant.
• Experience with integration projects based on MuleSoft.