Functional Analyst Salesforce - Brussels - Permanent

We 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:

• RUN Customer Care: ensuring the stability and continuous development of Service Cloud (case management, contact forms, emails, customer data enrichment, dashboards, and KPIs).
• ‘Delay Certificate’ automation project: analyze existing processes, define business rules, design user journeys and Salesforce automations, and support go-live and adoption.
• 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.

• Senior CRM Analyst profile with proven expertise in Salesforce (configuration, declarative development, and best practices).
• Strong experience in Service Cloud (case management, automation, forms, integrations, dashboards/KPIs).
• Proficient in release management cycle, writing user stories/functional specifications, and coordinating tests (SIT/UAT).
• Demonstrated skills in running workshops, communication, and user support/change management/training.
• Knowledge of Customer Service/Customer Care and understanding of data flows and data architecture.
• B2B experience (Sales Cloud) is a plus.
• Salesforce certifications (Administrator, App Builder, Service Cloud, Sales Cloud, Agentforce Specialist) appreciated.
• Native or fluent in French and/or Dutch; English is an asset.