Business Analyst Salesforce CRM F/M
About AFD.Tech
Join AFD.Tech, part of Accenture, a global leader in consulting with more than 800,000 people worldwide.
AFD.Tech supports leading organisations in their digital transformation through multidisciplinary expertise. Since joining Accenture in 2022, AFD.Tech has strengthened its capabilities and market presence across strategic areas including networks, cloud and cybersecurity.
Role Overview
We are looking for an experienced Business Analyst with strong Salesforce CRM expertise to support business transformation initiatives. You will act as the link between business stakeholders and technical teams, turning business needs into clear functional solutions and helping ensure the successful delivery of Salesforce enhancements and projects. You will work closely with business users, Product Owners, Solution Architects, Salesforce administrators, developers and delivery teams.
Key Responsibilities
· Lead workshops with business stakeholders to understand, clarify and challenge requirements.
· Analyse and document business needs, translating them into functional requirements and user stories.
· Define acceptance criteria and contribute to backlog refinement and prioritisation.
· Collaborate with Salesforce administrators, developers and architects to design effective, scalable solutions.
· Prepare functional documentation, process flows and business specifications.
· Coordinate functional, integration and user acceptance testing (UAT).
· Support incident management and continuous improvement activities.
· Participate actively in Agile ceremonies, including Sprint Planning, Refinement, Reviews and Retrospectives.
· Facilitate clear communication between business and technical teams.
· Contribute to change management, user communication and adoption activities.
Required Skills and Experience
· At least 3 years of experience as a Business Analyst in a complex business environment.
· Demonstrated experience working on Salesforce projects and solid knowledge of Salesforce CRM.
· Strong knowledge of Salesforce Sales Cloud; knowledge of Service Cloud is an asset.
· Good understanding of CRM processes, including:
· Account and Contact Management
· Opportunity Management
· Sales Processes
· Customer Service
· Reporting and Dashboards
· Strong requirements-gathering, process-analysis and workshop-facilitation skills.
· Ability to produce clear, structured and detailed functional documentation.
· Practical knowledge of Agile/Scrum, backlog management and the user story lifecycle.
· Experience with Jira and Confluence, or equivalent tools.
· Familiarity with testing methodologies and UAT coordination.
Profile
· Excellent communication and stakeholder-management skills.
· Analytical mindset and strong problem-solving capabilities.
· Ability to work independently while collaborating effectively within multidisciplinary teams.
· Customer-oriented, structured and proactive approach.
Nice to Have
· Salesforce Administrator Certification.
· Salesforce Business Analyst Certification.
· Experience in the utilities or energy sector.
· Experience in large-scale digital transformation programmes.
Language Requirements
· French or Dutch: professional proficiency is mandatory.
· English: professional proficiency is mandatory.
Work Arrangement
· Hybrid working model.
· Minimum of 2 days per week onsite in Brussels.
· Remaining days may be worked remotely, depending on project requirements.
Brussels
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