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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.