Functional Analyst Salesforce
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Job description
Daily rate: 700We are looking for a Senior Salesforce Functional Analyst, expert in Service Cloud, to support a major public transport operator in Brussels in the evolution and support of its CRM platform. In a hybrid context (Brussels), on a part-time 4/5 (T&M) assignment from November to December 2026, you will work on three main areas:
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RUN Customer Care: ensuring the stability and continuous development of Service Cloud (case management, contact forms, emails, customer data enrichment, dashboards, and KPIs).
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'Delay Certificate' automation project: analyze existing processes, define business rules, design user journeys and Salesforce automations, and support go-live and adoption.
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Cross-functional Service Cloud & Sales Cloud support: manage functional incidents, prioritize the backlog, coordinate with technical teams, and contribute to the continuous improvement of Customer Care and B2B processes.
You will be the go-to contact for the business teams, responsible for requirement analysis, writing specifications, configuration, functional validation (SIT/UAT), and release follow-up.
Requirements
The Ideal Candidate :
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Senior CRM Analyst profile with proven expertise in Salesforce (configuration, declarative development, and best practices).
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Strong experience in Service Cloud (case management, automation, forms, integrations, dashboards/KPIs).
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Proficient in release management cycle, writing user stories/functional specifications, and coordinating tests (SIT/UAT).
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Demonstrated skills in running workshops, communication, and user support/change management/training.
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Knowledge of Customer Service/Customer Care and understanding of data flows and data architecture.
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B2B experience (Sales Cloud) is a plus.
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Salesforce certifications (Administrator, App Builder, Service Cloud, Sales Cloud, Agentforce Specialist) appreciated.
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Native or fluent in French and/or Dutch; English is an asset.
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