CRM Functional Analyst (Salesforce)

About the role

Arrow Enterprise Computing Solutions, a division of the Arrow Electronics Group, is strengthening its teams and is looking for a CRM Functional Analyst based in Casablanca. The role acts as the functional link between business stakeholders and technical delivery teams on Salesforce CRM projects, covering analysis, design, delivery support, integration and testing.

Key responsibilities

• Partner with business stakeholders to understand processes and needs, lead discovery sessions and turn them into functional requirements, user stories, acceptance criteria and process flows.
• Analyse existing processes and recommend simplification, standardisation and automation.
• Translate requirements into scalable CRM solutions, evaluate them against Salesforce capabilities and recommend configuration-first approaches, and create functional design documents, process flows and data mappings.
• Support Salesforce configuration and validation across Accounts, Contacts, Leads, Opportunities, Cases, Campaigns and custom processes, and work with Solution Architects and technical teams.
• Act as functional liaison during discovery, design, development, testing, deployment and post-production support, and help with backlog refinement, sprint planning and release readiness.
• Define integration requirements between Salesforce and enterprise applications, document data flows and field mappings, and support data quality, migration, cleansing and validation.
• Develop functional test scenarios, support UAT and defect management, and validate solutions against requirements before production.
• Communicate status and risks to stakeholders, collaborate with cross-functional and geographically distributed teams, and maintain functional documentation.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Business or a related field, or equivalent professional experience.
• 5+ years of experience as a Functional Analyst, Business Analyst, Salesforce Analyst or similar CRM-focused role.
• Experience with Salesforce integrations, UAT, defect management and production releases.
• Strong analytical, problem-solving, communication and stakeholder-management skills.
• Preferred: experience in large-scale global enterprise Salesforce environments, Salesforce security concepts, APIs, middleware, ERP, Jira, Confluence and DevOps tools, and exposure to Salesforce AI, automation, reporting and dashboards.

Required skills

• Strong hands-on functional knowledge of Salesforce Sales Cloud and/or Service Cloud.
• Understanding of CRM concepts and end-to-end sales and customer service processes.
• Experience creating user stories, acceptance criteria, functional specifications, process flows and data mappings.
• Agile/Scrum delivery environment experience.