Salesforce Functional Analyst – Service Cloud
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Job Title: Salesforce Functional Analyst – Service Cloud
Location: 1000 Brussels, Belgium
Duration: 05/11/2026 - 31/12/2026
Work Regime: part-time 4/5 days a week
Mode of work: Hybrid (2 to 3 days onsite per week)
Languages: Dutch or French, English
Job Description - Roles and Responsibilities
In this context, the functional consultant ensures the stability of the solution, the support of business users and the continuous evolution of the platform.
The functional consultant will be responsible for:
- Business needs analysis and requirements gathering.
- The functional design, configuration and parameterization of Service Cloud evolutions.
- Writing user stories, functional specifications and documentation.
- Functional validation of developments and coordination of test phases (SIT and UAT).
- Support for business users and management of development requests.
- Preparation and follow-up of releases.
Service Cloud – Automating Late Filing Forms
- As part of its strategy of continuous improvement and operational optimisation, Client is launching a project to automate the processing of requests for late payment certificates submitted by customers using contact forms.
- The goal is to reduce manual intervention, improve turnaround times, and ensure a smoother, more consistent customer experience through process automation in Service Cloud.
- The project covers:
- Analysis and mapping of current processes related to certification applications.
- Identifying automation opportunities and defining business rules.
- Designing user journeys and automated processes in Salesforce.
- Integration with the systems and data sources needed to validate applications.
- Setting up and implementing the necessary Salesforce features.
- Functional validation, coordination of tests and support for users during the adoption of the solution.
- The definition of monitoring, control, reporting mechanisms and performance indicators.
Service Cloud and Sales Cloud – Support and Upgrades
- In addition to the RUN activities and the automation project, the consultant provides cross-functional support on the Salesforce Service Cloud and Sales Cloud platforms of Client.
- Activities include:
- Incident management and business-level functional support.
- Analysis of corrective maintenance requests.
- Backlog management and prioritization of developments.
- Coordination with the development, architecture and operations teams.
- Maintaining operational procedures.
- Contributing to the continuous improvement of CRM, Customer Care and B2B processes.
Skills
- Communication:
- Release Management
- Salesforce
- Testing
- User Testing
- Workshop Animation & Training
Languages
- Dutch or French: Level Native or bilingual proficiency
- English: Level Nice to have
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