Job Title: Senior Salesforce Business Analyst

Location: EU (Remote with occasional business travel if required)

Start Date: ASAP
Contract Duration: 6-12 months, with possibility of extension
Language Requirements: English C1 proficiency

Role Overview
We are looking for a Senior Salesforce Business Analyst to support a complex CRM transformation programme within the telecommunications sector. The role involves leading cross-functional requirements gathering, ensuring optimal use of Salesforce out-of-the-box capabilities, and aligning programme scope with broader strategic business priorities. The ideal candidate will possess strong Salesforce platform knowledge, excellent stakeholder engagement skills, and a proven ability to navigate and manage large-scale digital transformation initiatives.

Key Responsibilities

• Define end-to-end functional scope by working closely with senior business and technical stakeholders

• Shape customer and technical data migration strategies in collaboration with delivery and architecture teams

• Advocate for standard Salesforce solutions (OOTB) and challenge bespoke requirements that conflict with SaaS and COTS principles

• Ensure that programme backlogs and delivery phasing are aligned with both initiative and cross-portfolio priorities

• Analyze data and customer journey insights to ensure business requests add clear value and enhance the customer experience

• Own the end-to-end solution scope and provide leadership with visibility into value delivery, risks, and constraints

• Maintain the integrity of requirements and solutions throughout all delivery phases

• Build strong, trust-based relationships with stakeholders across senior leadership, technical teams, operations, and business units

• Serve as the primary point of contact for scope, value articulation, and business case validation across the lifecycle

Required Skills and Experience

• Extensive experience as a Lead or Senior Business Analyst within a telecommunications or similar high-volume environment

• Demonstrated ability to present complex end-to-end scope and architecture to senior stakeholders

• Hands-on experience with cross-channel CRM implementations (Direct, Digital, API integrations)

• Deep knowledge of Salesforce products: Communications Cloud, Service Cloud, Sales Cloud, Experience Cloud, and Marketing Cloud

• Strong background in CRM transformation programmes using Salesforce SaaS architecture

• Proven experience managing large-scale data migrations and maintaining compliance with configuration-over-customization principles

• Experience handling complex internal and external programme dependencies involving business, technology, and operational functions

• Familiarity with Salesforces out-of-the-box integrations and ecosystem to drive strategic business goals

• Involvement in all phases of delivery, including UAT, production trial support, and post-go-live stabilization