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