Salesforce Functional Analyst Service Cloud

keystone-solutions; Brussel; Sur place; EUR 36 000 - 58 000; Temps partiel

Résumé du poste

Keystone Solutions is seeking a Salesforce Functional Analyst specializing in Service Cloud for a consultancy mission at a client site. You will analyze business needs, design and configure Service Cloud enhancements, and validate developments with SIT/UAT.

The project focuses on automating delay certificate requests, mapping processes, defining rules, and designing automated Salesforce workflows. You will provide cross-functional support across CRM platforms and coordinate with various teams.

Qualifications

• Excellent communication and stakeholder management.
• Strong experience in release planning and coordinating deployments.
• Proficient in testing, validation, and user acceptance processes.
• Proven ability to run workshops and training sessions.

Responsabilités

• Analyze business needs and gather requirements for Service Cloud enhancements.
• Design functional specs, configure and parameterize Service Cloud features.
• Write user stories, specs, and documentation.
• Lead SIT/UAT validation and coordinate testing phases.
• Provide frontline support and manage enhancement backlog.

Connaissances

Communication

Release Management

Testing

User Testing

Workshop Animation & Training

Outils

Salesforce

Service Cloud

Description du poste

Mission Overview:

Keystone Solutions is seeking a Salesforce Functional Analyst specializing in Service Cloud for a consultancy mission at a client site. This role involves working closely with the client to enhance their Salesforce CRM platform, particularly focusing on Service Cloud functionalities.

Key Responsibilities:

• Analyze business needs and gather requirements.
• Design functional specifications, configure, and parameterize Service Cloud enhancements.
• Write user stories, functional specifications, and documentation.
• Conduct functional validation of developments and coordinate testing phases (SIT and UAT).
• Provide support to business users and manage enhancement requests.
• Prepare and monitor releases.

Project Focus:

The consultant will also be involved in a project aimed at automating the processing of delay certificate requests submitted by clients through contact forms. This includes:

• Analyzing and mapping current processes related to certificate requests.
• Identifying automation opportunities and defining business rules.
• Designing user journeys and automated processes within Salesforce.
• Integrating with necessary systems and data sources for request validation.
• Configuring and implementing required Salesforce functionalities.
• Validating functionality, coordinating tests, and supporting users during solution adoption.
• Defining monitoring, control, reporting mechanisms, and performance indicators.

Support and Evolution:

In addition to RUN activities and the automation project, the consultant will provide cross-functional support on the Salesforce Service Cloud and Sales Cloud platforms. Responsibilities include:

• Managing incidents and providing business-level functional support.
• Analyzing corrective maintenance requests.
• Managing the backlog and prioritizing enhancements.
• Coordinating with development, architecture, and operations teams.
• Maintaining operational procedures.
• Contributing to the continuous improvement of CRM, Customer Care, and B2B processes.

Why Join Keystone Solutions:

• Consultancy Nature: Engage in on-site work and embody the consultant identity.
• Dynamic Projects: Tackle diverse challenges across various client environments.
• Turbo-Charged Learning: Benefit from professional development and broad learning experiences.
• Skyrocketing Ambition: Enjoy a commitment to career growth within our framework.
• Values: Being a "K-Stone" means bringing our core values to every engagement.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment,

Duration: 05/11/2026 - 31/12/2026 2 months (part time 4/5)

Skills required:

• Communication - Level: Expert - Most recent: This year
• Release Management - Level: Expert - Most recent: This year
• Salesforce - Level: Expert - Most recent: This year
• Testing - Level: Expert - Most recent: This year
• User Testing - Level: Expert - Most recent: This year
• Workshop Animation & Training - Level: Expert - Most recent: This year

Language requirements:

Dutch or French
Level Native or bilingual proficiency
English
Level Nice to have