CRM Functional Analyst

Position:

CRM Functional Analyst

Job Description:

Arrow Enterprise Computing Solutions, a division of the Arrow Electronics Group (16,500 employees spread across 58 countries, turnover + $29 billion), provides IT professionals (service companies, publishers and integrators) with global technological solutions associated with offers of training and services, in 5 main segments: servers, storage and virtualization, networks and security, infrastructure software and Cloud solutions.

As part of its growth, ARROW ECS is strengthening its teams and is looking for a CRM Functional Analyst

Key Responsibilities

• Business Analysis & Requirements

• Partner with business stakeholders to understand business processes, challenges, and desired outcomes.

• Lead discovery sessions and translate business requirements into clear functional requirements, user stories, acceptance criteria, and process flows.

• Analyze existing processes and recommend opportunities for simplification, standardization, and automation.

• Facilitate requirement reviews and obtain business stakeholder alignment and sign-off.

• Functional Solution Design

• Translate business requirements into scalable CRM functional solutions aligned with enterprise architecture and platform standards.

• Evaluate requirements against existing Salesforce capabilities and recommend configuration-first solutions where appropriate.

• Create functional design documents, business process flows, data mappings, and solution documentation.

• Partner with Solution Architects and technical teams to validate solution feasibility and identify dependencies or impacts.

• Support solution design across Salesforce capabilities including Accounts, Contacts, Leads, Opportunities, Cases, Campaigns, and other custom business processes.

• Salesforce & CRM Delivery

• Serve as the functional liaison between business stakeholders and technical delivery teams.

• Support Salesforce configuration and functional validation of new capabilities and enhancements.

• Participate throughout the delivery lifecycle, including discovery, design, development, testing, deployment, and post-production support.

• Support backlog refinement, sprint planning, demonstrations, and release readiness activities.

• Identify functional gaps, dependencies, risks, and impacts across CRM applications and business processes.

• Integration & Data

• Define functional requirements for integrations between Salesforce and enterprise applications.

• Work with architecture and integration teams to document data flows, field mappings, business rules, and integration scenarios.

• Support data quality, data governance, migration, cleansing, and validation activities.

• Analyze CRM data and identify opportunities to improve data accuracy, completeness, and usability.

• Testing & Quality Assurance

• Develop functional test scenarios and support system integration testing and User Acceptance Testing (UAT).

• Coordinate with business users during UAT, including defect triage, resolution, and retesting.

• Validate delivered solutions against requirements and acceptance criteria prior to production deployment.

• Support regression testing and release validation as needed.

• Stakeholder & Delivery Management

• Communicate effectively with business, product, and technical stakeholders across different levels of the organization.

• Provide clear status updates and proactively identify risks, issues, dependencies, and decisions requiring escalation.

• Collaborate with geographically distributed and cross-functional teams.

• Maintain functional documentation and ensure appropriate knowledge transfer to business and support teams.

Required Qualifications

• 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.
• 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 creating user stories, acceptance criteria, functional specifications, process flows, and data mappings.
• Experience working with Salesforce integrations and enterprise systems.
• Experience supporting UAT, defect management, and production releases.
• Strong analytical, problem-solving, communication, and stakeholder-management skills.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications

• Salesforce Administrator, Business Analyst, Sales Cloud Consultant, or Service Cloud Consultant certification.
• Experience working in large-scale, global enterprise Salesforce environments.
• Understanding of Salesforce security, roles, profiles, permission sets, sharing, and data access concepts.
• Experience with Salesforce APIs, middleware, ERP, data platforms, or other enterprise integrations.
• Experience with Jira, Confluence, DevOps/release-management tools, and Agile delivery practices.
• Exposure to Salesforce AI, automation, reporting, dashboards, and analytics capabilities.
• Experience supporting global or multi-region business processes and stakeholder groups. Do you see yourself as our future colleague? If yes – send us your application.

LI-HL1

Location:

MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:

Full time

## Job Category:

Information Technology