Salesforce Functional Analyst – Service Cloud

Salesforce Functional Analyst – Service Cloud - STIB-MIVB

Dates: 2026-11-05 — 2026-12-31

Arrangements: Part-time 4/5, hybrid working, remote option

STIB-MIVB uses Salesforce as its reference CRM platform, particularly through Sales Cloud and Service Cloud. Service Cloud supports the Customer Care department in managing customer interactions and requests from multiple contact channels. The platform covers customer cases, contact forms and emails, data-source integration, and operational monitoring through dashboards and performance indicators. The consultant contributes to the stability and continuous evolution of this environment.

The assignment includes a RUN component in which the consultant analyzes business needs, gathers requirements, and designs Service Cloud functional enhancements. The consultant configures the solution, writes user stories, functional specifications and documentation, and functionally validates developments. Responsibilities also include coordinating SIT and UAT, supporting business users, and managing enhancement requests. Release preparation and follow-up are also part of the scope.

A dedicated project aims to automate delay-certificate requests in order to reduce manual interventions and processing times. The consultant analyzes existing processes, defines business rules, designs automated user journeys, and organizes the required data integrations. In parallel, the consultant provides cross-functional support for STIB-MIVB's Service Cloud and Sales Cloud platforms, including incident management, backlog management, and corrective maintenance analysis. The role also coordinates technical teams and contributes to continuous improvement of CRM, Customer Care, and B2B processes.

Top Reasons to Apply

Advanced Salesforce expertise

High-impact CRM project

Continuous process improvement

Responsibilities

Manage customer cases

Monitor Customer Care

Analyze business requirements

Must Have

Senior CRM Analyst

Expert Release Management

Expert Salesforce skills

Expert user testing

Workshop animation training

Dutch or French bilingual

Nice to Have

B2B business knowledge

Agentforce Specialist certification

Other Salesforce certifications

Detailed Responsibilities and Skills

Additional Responsibilities

• Prepare track releases
• Analyze map processes
• Identify automation opportunities
• Validate tests adoption
• Define monitoring reporting
• Manage incidents support
• Analyze corrective maintenance
• Coordinate technical teams
• Maintain operational procedures
• Improve CRM processes
• Senior experience as a Customer Relationship Management (CRM) Analyst.
• Expert-level communication with recent experience this year.
• Expert-level workshop animation and training with recent experience this year.
• Native or bilingual proficiency in Dutch or French.
• Confirmed ability to work in a hybrid arrangement.
• Business knowledge of Customer Service and Customer Care.
• Functional requirements gathering and analysis.
• Detailed process documentation.
• Knowledge of data architecture and data-flow logic.

Technical skills

• Expert-level Release Management with recent experience this year.
• Expert-level Salesforce skills with recent experience this year.
• Expert-level Testing with recent experience this year.
• Expert-level User Testing with recent experience this year.
• Expertise in Salesforce tool configuration.
• Expertise in Salesforce tool development.
• Process analysis and mapping.
• Identification of automation opportunities and definition of business rules.
• Design of user journeys and automated processes.
• Integration with systems and required data sources.
• Functional validation and coordination of SIT and UAT.
• Backlog management and enhancement prioritization.
• Reporting and definition of performance indicators.
• English language skills are preferred.
• B2B business knowledge is preferred.

Tools and certifications

• Salesforce Service Cloud.
• Salesforce Service Cloud certification preferred.
• Agentforce Specialist certification preferred.
• Other Salesforce certifications are valued.