Projektportal
Projektdetails
As a Senior Salesforce Business Analyst, you will play a central role in shaping end-to-end subscriber lifecycle processes across Salesforce and the wider BSS/OSS landscape. Your primary focus will be Case Handling and MACD processes, including moves, adds, changes, cancellations, service upgrades, tariff changes and ownership transfers within FTTH and fixed-line broadband environments. You will work at the intersection of business operations, Salesforce capabilities, telecom order management and system integration. In close collaboration with business stakeholders, technical teams and offshore system-integration partners, you will translate complex business needs into clear functional designs that can be delivered through agile sprint cycles. You will help ensure that process decisions, integration specifications, user stories and acceptance criteria are aligned with the programme’s objectives and agreed scope. The role also includes supporting solution validation, functional testing and user acceptance activities, making sure that delivered solutions provide practical, scalable and seamless experiences for customers, service agents and operational teams.
- You will lead and contribute to functional discovery and design workshops for complex MACD, Case Handling and Salesforce-related workflows.
- You will map detailed As-Is and To-Be processes across Salesforce Service Cloud, field-service platforms, order-execution systems and other BSS/OSS components.
- You will define functional integration specifications for data exchange between Salesforce, CIM, Apache Camel and ServiceNow OMT.
- You will translate business requirements into clear Epics, User Stories, process models and unambiguous Acceptance Criteria.
- You will review technical solution designs and verify their alignment with business intent, functional standards and agreed programme scope.
- You will participate actively in three-week sprint ceremonies, providing real-time clarification and functional guidance to delivery teams.
- You will support functional acceptance testing and provide informed sign-off for completed deliverables.
- You will define end-to-end business test scenarios covering realistic subscriber journeys across the BSS/OSS landscape.
- You will facilitate User Acceptance Testing with business stakeholders and coordinate the resolution of functional defects and change requests through ServiceNow PPM.
- You will help maintain traceability between business requirements, process designs, delivered functionality and test outcomes.
Must-haves
To succeed in this position, you should combine strong business analysis expertise with hands-on experience in Salesforce Service Cloud and a solid understanding of telecommunications operations. You will be comfortable analysing complex processes that span customer care, order capture, product and service configuration, fulfilment and operational support. A structured approach is essential, as you will need to convert ambiguous or competing stakeholder needs into practical process designs and delivery-ready requirements. You should be confident working across organisational, functional and technical boundaries, communicating effectively with business users, architects, developers, testers and system-integration partners. Experience in large-scale transformation programmes is particularly important, as the role involves managing dependencies across multiple platforms, interfaces and delivery streams. You should also be familiar with agile ways of working and able to contribute constructively throughout discovery, refinement, development, testing and acceptance. The ideal candidate brings approximately five to ten years of relevant professional experience, combines analytical precision with pragmatic decision-making and can operate effectively in an international delivery environment.
- You will bring substantial business analysis experience from large-scale IT transformation programmes.
- You will have dedicated experience supporting Salesforce Service Cloud implementations, including process analysis, functional design and delivery enablement.
- You will demonstrate domain expertise in telecommunications, preferably within FTTH or fixed-line broadband environments.
- You will understand MACD processes, order capture, product catalogue design and customer-care workflows.
- You will have experience analysing complex multi-system integrations involving middleware such as Apache Camel, data models such as CIM and telecom order-management solutions.
- You will ideally have worked with ServiceNow OMT, Netcracker, Amdocs or comparable telecom operational platforms.
- You will be able to create high-quality Epics, User Stories, Acceptance Criteria, process flows, functional specifications and test scenarios.
- You will have proven experience working with offshore system-integration partners in agile delivery environments, preferably with three-week sprint frameworks.
- You will be confident facilitating workshops, UAT sessions, stakeholder discussions and functional defect-resolution activities.
- You will bring strong written and verbal communication skills, a structured analytical mindset and the ability to explain complex topics clearly.
- You will ideally have additional knowledge of Salesforce Marketing Cloud and Salesforce Sales Cloud.
- You will be able to work independently while collaborating effectively with distributed business and technology teams.