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 in Casablanca, Morocco. 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; create functional design documents, process flows, data mappings and solution documentation.
• Support Salesforce configuration and validation of new capabilities, and take part in discovery, design, development, testing, deployment and post-production support.
• Support backlog refinement, sprint planning, demonstrations and release readiness, and identify functional gaps, risks and dependencies.
• Define integration requirements between Salesforce and enterprise applications, document data flows, field mappings and business rules, and support data quality, migration, cleansing and validation.
• Develop functional test scenarios, support system integration testing and UAT, coordinate defect triage and retesting, and validate solutions against requirements before production.
• Communicate status and risks to stakeholders, work with geographically distributed teams, and maintain functional documentation and knowledge transfer.

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 creating user stories, acceptance criteria, functional specifications, process flows and data mappings.
• Experience supporting UAT, defect management and production releases.
• Strong analytical, problem-solving, communication and stakeholder-management skills.
• Preferred: experience in large-scale, global enterprise Salesforce environments and in Agile/Scrum delivery.

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 with Salesforce integrations and enterprise systems.
• Preferred: Salesforce Administrator, Business Analyst, Sales Cloud Consultant or Service Cloud Consultant certification; knowledge of Salesforce security, roles, profiles, permission sets and sharing; experience with Jira, Confluence, DevOps tools and Salesforce APIs, middleware, ERP or data platforms.