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. 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, data mappings and solution documentation.
• Support Salesforce configuration and validation of new capabilities across Accounts, Contacts, Leads, Opportunities, Cases, Campaigns and custom processes.
• 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 functional requirements for Salesforce integrations, document data flows, field mappings and business rules, and support data quality, migration, cleansing and validation.
• Develop functional test scenarios, support UAT and defect management, and validate delivered solutions against requirements before production.
• Communicate status and risks to stakeholders, work 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 creating user stories, acceptance criteria, functional specifications, process flows and data mappings.
• Experience supporting UAT, defect management and production releases.
• Experience in Agile/Scrum delivery environments.

Required skills

• Strong hands-on functional knowledge of Salesforce Sales Cloud and/or Service Cloud.
• Strong 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; experience in large-scale global Salesforce environments; knowledge of Salesforce security, roles, profiles, permission sets and sharing; experience with Jira, Confluence, DevOps tools and Salesforce APIs, middleware, ERP or data platforms.