CRM IT Business Analyst (Salesforce, MS Dynamics)

Job Title: CRM IT Business Analyst (Salesforce, MS Dynamics)
Contract Type: Permanent
Location: Evere, Brussels
Salary: Négociable
Start Date: ASAP
Reference: 69139-ITBEL-NAA_1495532370
Contact Name: Nathalie Azzi
Contact Email:
Job Published: May 23, 2017 10:39

Job Description

Our client, active in the telecom domain, is engaging in a corporate wide Digital Transformation journey. In this context, they are looking to reinforce our teams with talented professionals eager to shape the future of their customer engagement strategy.

1/ Business Analyst CRM



Acts as a liaison between business and IT in order to understand, challenge and clarify the business needs. Responsible for the end to end functional design: produces business requirements and functional specifications to support IT in the development/configuration of the appropriate solutions/systems.

Key responsibility areas

Challenges & translates the business needs into business requirements and use cases that are in line with the systems native capabilities & business architecture guidelines.
Analyzes and defines the optimal solution taking the business objectives, the time to market and the technical, budget and quality constraints into account, thereby liaising with the business requestor, system analyst(s) and IT architect(s).
Issues RFP when appropriate, evaluates suppliers' proposals from a functional perspective and supports the supplier selection process.
Defines test strategy, functional acceptance test book and acceptance criteria confirming the business requirements are met.
Responsible for process (re)design : Documents results from the processes and data analysis according to the BPM governance. Advises, filters and implements improvements based on feed-back from the field according to the BPM (in life))
Concrete deliverables

Business requirements & rules, use cases

Business processes documentation

Test scenario's and acceptance criteria

Major interactions

Internal interactions

With business subject matter experts - to capture the business requirements, to challenge them etc. and understand business processes

With IT professionals (system analysts, domain and enterprise architects) - to evaluate system capabilities and design fit to purpose solutions, to integrate the operational constraints in the solution, etc.

With purchasing professionals in the context of RFP

With senior management - to elaborate on different possible scenarios, hence facilitate the decision making

External interactions

with integrators in order to challenge and validate specific deliverables

with software vendors to follow-up on product roadmaps and to conduct tendering process (RFI/RFP)

Specific expertise

Business process analysis and modelling skills (understand complex issues and translate them into processes, document the processes following a given methodology)

Exposure to Customer Experience / Customer engagement processes is a must have.

Relevant expertise in one or several of the following domains is clearly an asset:

Sales Force Automation

Campaign Management

Case Management

Master Data Management (Product / Customer)

Knowledge / Document Management

CRM software suites ( / Microsoft Dynamics)

Proven experience in delivering complex solutions in a multi-cultural environment (on/offshoring operating model)

Your profile

Education, specific training and experience

At least a bachelor degree.

Or equivalent through experience

At least 5 years relevant experience in IT or business function

Developed analytical skills. Planning and organization skills

Project Management skills and knowledge of project management tools and techniques

Interpersonal skills

Persuasiveness, influencing skills (capacity to challenge and convince)

Communication skills

Presentation skills

Listening skills

Customer Oriented

Ideally fluent in French/English or Dutch/English.