CRM Business Analyst – Salesforce

About the role

As a CRM Business Analyst within Orange Business' Sales Technology team, you will support Product Owners in defining, evolving, and maintaining Salesforce‑based CRM solutions that meet business needs. You act as the key interface between business and IT, ensuring platform quality while contributing to transformation projects.

Key responsibilities

• Analyze, qualify, and track incidents, defects, and user requests; support prioritisation of enhancements.
• Coordinate fixes with support, development, testing and operations teams to maintain service quality.
• Gather, analyse and formalise business requirements for CRM evolution projects.
• Write functional specifications, user stories, acceptance criteria and ensure their follow‑up throughout the project lifecycle.
• Contribute to testing, validation and change‑management activities.

Required profile

• Strong knowledge of CRM processes and customer relationship management.
• Experience writing functional specifications, user stories and defining acceptance criteria.
• Ability to analyse support tickets, manage incidents and monitor SLA/KPI.
• Familiarity with Agile methodologies (Scrum, SAFe) and transversal communication skills.
• Comfort working in a multicultural, multinational environment.

Required skills

• Salesforce CRM platform
• Jira
• Confluence

What we offer

• Global opportunities to collaborate with teams worldwide.
• Hybrid working model with flexible hours.
• Training programs and up‑skilling opportunities.
• Internal career growth and mobility.
• Health, well‑being, diversity & inclusion initiatives.
• Employee referral program and Change Maker awards.