Senior IT Functional Analyst, CRM, eCommerce, Dynamics 365 F&SCM

Berlin Packaging EMEA

. Analyse AS-IS Commercial and Customer Service processes in the countries in scope .

Posted 11/9/2026contractTrezzano Sul Naviglio • ItalySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in analyzing and designing commercial and customer service processes, with a strong focus on Salesforce.com integration and eCommerce platforms. Proficient in stakeholder engagement, functional specification writing, and supporting testing phases in international projects.

Highest-signal resume keywords

Salesforce.com ExpertiseB2B/B2C eCommerce IntegrationOrder-to-Cash Process KnowledgeMuleSoft Integration ExperienceStakeholder Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Functional AnalysisData MappingIntegration ConceptsSales CloudService CloudAdobe CommerceShopifyMicrosoft Dynamics 365Order Status ManagementCustomer Service Case Management

Soft Skills

Analytical SkillsCommunication SkillsStakeholder Engagement

Tools & Technologies

Salesforce.comShopifyAdobe CommerceMicrosoft Dynamics 365MuleSoft

Certifications & Qualifications

Salesforce AdministratorSales Cloud ConsultantService Cloud Consultant

Industry Keywords

Commercial ProcessesCustomer Service ProcessesB2B CommerceB2C CommerceInternational Projects

Tech Stack

Tools & technologies

CloudMagentoSFDC

About the role

Key responsibilities & impact

Analyse AS-IS Commercial and Customer Service processes in the countries in scope
Contribute to designing harmonised TO-BE processes across EMEA
Define functional integration requirements between Salesforce.com, Shopify, Adobe Commerce/Magento, and Microsoft Dynamics 365
Address customer master data, price lists and commercial conditions, product availability, sales orders and order status, shipments, invoices and returns, customer credit status, and Customer Service case management
Write functional specifications
Work with the Enterprise Architect and MuleSoft team on data mapping and transformation rules
Support SIT and UAT testing through scenario preparation, execution, and defect management
Support cutover, go-live, and hypercare in each country
Engage key users and business stakeholders across countries and manage local specificities
Contribute to key-user training and process documentation
Act as the bridge between Commercial and Customer Service functions, the programme team, and technology partners

Requirements

What you’ll need

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, particularly Sales Cloud and Service Cloud
Experience with B2B Commerce or Experience Cloud is a plus
Experience with B2B and/or B2C eCommerce platforms and their integration with back-end systems
Preferably experience with Shopify and/or Adobe Commerce (Magento)
Good knowledge of the Order-to-Cash process
Sound understanding of integration concepts, including APIs, data mapping, and synchronous and asynchronous flows
Experience in international, multi-country projects
Strong analytical, communication, and stakeholder management skills
Previous experience with Microsoft Dynamics 365, particularly Finance & Supply Chain Management sales order processing and customer-related functionality, is strongly preferred
Salesforce certifications, such as Administrator, Sales Cloud Consultant, or Service Cloud Consultant
Experience with integration projects based on MuleSoft
Fluent English, written and spoken, is mandatory
Ability to work three days per week on site in Trezzano sul Naviglio, Italy

Benefits

Comp & perks

Interim assignment, full-time, on a freelance basis
12-month engagement
Hybrid working model
Occasional travel to EMEA sites in scope
Italian is a plus