Salesforce Functional Analyst Service Cloud

Keystone Solutions; Brussel; Sur place; EUR 60 000 - 90 000; Temps partiel

Résumé du poste

Keystone Solutions seeks a Salesforce Functional Analyst specialized in Service Cloud for a client-site consultancy in Belgium. You will analyze business needs, design and configure Service Cloud enhancements, and author user stories and specs while coordinating SIT/UAT testing and release activities.

In addition to handling support and backlog management, you will contribute to automating certificate request workflows and ensuring adoption by users across CRM and B2B processes.

Qualifications

• Experience with Salesforce Service Cloud configurations and optimisations.
• Ability to write clear user stories and functional specifications.
• Coordinate SIT/UAT testing and validate developments.
• Support business users and manage enhancement backlogs.
• On-site consultancy with client and cross-functional teams.

Responsabilités

• Analyze business needs and gather requirements.
• Design functional specifications and configure Service Cloud enhancements.
• Write user stories, functional specs, and documentation.
• Coordinate testing phases (SIT and UAT) and validate changes.
• Provide end-user support and manage enhancement requests.
• Prepare and monitor releases and deployments.
• Automate processes related to certificate requests and monitor performance.

Connaissances

Salesforce Service Cloud

Requirements gathering

Functional analysis

User stories writing

Stakeholder communication

Test coordination (SIT/UAT)

Release management

Outils

Salesforce

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.

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

As a consultant at Keystone Solutions, you will experience:

• 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.

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