Senior Business Analyst

Location: Antwerpen

Remote Working Policy: 2 fixed days per week on-site, 3 days remote

Employment Type: Full-time

Start Date: As soon as possible

Role Description:

We are looking for a Senior Business Analyst to join the B2B Service Acceleration & Transformation team. This role is part of a major transformation program aimed at evolving B2B services into a managed service provider model. The focus is on re-engineering business processes and aligning them with Salesforce Field Service capabilities, avoiding unnecessary customizations. The ideal candidate combines strong business analysis skills with experience in Field Service processes and/or Salesforce Field Service. You will work closely with stakeholders, product owners, and external partners to deliver impactful solutions.

Responsibilities:

• Translate business strategy into digital capabilities and functional requirements.
• Conduct impact analysis on services, processes, systems, and customer experience.
• Support and coach fellow business analysts, especially in Field Service Management.
• Collaborate with the Product Owner to translate analysis into a workable backlog.
• Ensure clear and proactive communication with all stakeholders.
• Own and document your analyses, acting as a subject matter expert.
• Contribute to workshops and blueprinting sessions as part of the change program.
• Guide stakeholders toward out-of-the-box Salesforce solutions, avoiding customizations unless strongly justified.

Requirements & Qualifications:

Minimum 5 years of relevant experience in business analysis or similar roles.

Must-Have Skills:

• Business analysis in service-oriented environments
• Field Service process knowledge (e.g., maintenance, on-site support, component replacement)
• Familiarity with Salesforce Field Service or similar tools
• Familiarity with Salesforce Communications Cloud or similar tools
• Experience in B2B environments and large-scale transformation programs
• Strong understanding of ITIL/ITSM frameworks (relevant work experience with these frameworks)
• Experience working in Agile environments and with external partners
• Excellent analytical, communication, and stakeholder management skills
• Ability to provide constructive pushback and guide stakeholders through change
• Strong communication and stakeholder alignment skills
• Experience with Jira, Confluence, and Microsoft 365

Nice-to-Have Skills:

• Dutch language proficiency
• Experience in ERP or large-scale digital transformation projects
• Coaching or mentoring experience within business analysis teams