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# Functional Analyst Salesforce - Brussels - Permanent

- **Company:** Collective
- **Location:** Brussel, Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Customer Data Management, Data Architecture, Release Management, Cloud Services, Salesforce.Com, Data Streaming, Systems Integration, Salesforce Sales Cloud
- **Published:** September 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8f777096b81ba6ad

## About the Role

* 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.

## Description

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.