CRM Functional Analyst
Arrow Enterprise Computing Solutions (ARROW ECS), a division of the Arrow Electronics Group, is strengthening its teams and looking for a CRM Functional Analyst. Arrow ECS provides IT professionals with global technology solutions, training, and services across servers, storage and virtualization, networks and security, infrastructure software, and Cloud solutions.
Key Responsibilities
Business Analysis & Requirements
- Partner with business stakeholders to understand processes, challenges, and desired outcomes.
- Lead discovery sessions and translate requirements into functional requirements, user stories, acceptance criteria, and process flows.
- Analyze existing processes and recommend simplification, standardization, and automation opportunities.
Functional Solution Design
- Translate business requirements into scalable CRM solutions aligned with enterprise architecture and platform standards.
- Recommend configuration-first Salesforce solutions where appropriate.
- Create functional design documents, business process flows, data mappings, and solution documentation.
Salesforce & CRM Delivery
- Serve as the functional liaison between business stakeholders and technical delivery teams.
- Participate across the delivery lifecycle, from discovery and design through testing, deployment, and post-production support.
- Support backlog refinement, sprint planning, demonstrations, and release readiness activities.
Integration & Data
- Define functional requirements for integrations between Salesforce and enterprise applications.
- Support data quality, data governance, migration, cleansing, and validation activities.
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.
Stakeholder & Delivery Management
- Provide clear status updates and proactively identify risks, issues, dependencies, and decisions requiring escalation.
- Maintain functional documentation and ensure 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 with Salesforce integrations, enterprise systems, UAT, defect management, and production releases.
- Experience working in Agile/Scrum delivery environments.
- Strong analytical, problem-solving, communication, and stakeholder-management skills.
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.
Location & Time Type
Casablanca, Morocco (Boulevard Al Quods) | On-site | Full-time
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