Orange Business

CRM Business Analyst – Salesforce

Salé

CDI / Temps pleinHybride1–3 ansLicence / Bac+3Anglais, FrançaisProduitTélécoms

L’essentiel du poste

Résumé par Postule AI

Orange Business seeks a CRM Business Analyst to support Product Owners in maintaining and evolving Salesforce-based CRM solutions. This role bridges business and IT teams, combining operational support (incident management, service quality) with project-based activities (requirements gathering, solution design). Based in Salé, Morocco, with hybrid flexibility, the position offers exposure to global teams and professional development within a 30,000+ employee telecom organization.

Vos missions

  • Analyze, qualify, and track CRM incidents, defects, and user requests; support prioritization and processing of enhancement requests
  • Ensure follow-up of fixes and coordinate implementation actions across support, development, testing, and operations teams
  • Gather, analyze, and formalize business requirements; challenge needs and propose pragmatic, value-adding solutions
  • Write functional specifications, user stories, and acceptance criteria; contribute to solution design and CRM platform evolution
  • Monitor service quality (SLA/KPI), identify optimization opportunities, and participate in testing and change management activities

Profil recherché

  • You have 1–3 years of experience in CRM, business analysis, or product support roles
  • You excel at bridging business and technical teams with strong communication skills
  • You are comfortable with Agile methodologies and tools like Jira and Confluence
  • You bring analytical mindset, problem-solving ability, and adaptability to multicultural environments
  • You are passionate about continuous learning and expanding your CRM and Salesforce expertise

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About Orange Business

Orange Business is a network and digital integrator with over 30,000 employees across Asia, the Americas, Africa, and Europe. We provide consistent, sustainable global solutions that free customers to focus on strategic business initiatives.

About the Role

As a CRM Business Analyst within the Sales Technology / Sales Management team, you will act as a key interface between business and IT teams. You will support Product Owners in defining, evolving, and maintaining CRM solutions while ensuring platform quality and supporting transformation projects.

RUN / CRM Support Activities

  • Analyze, qualify, and track incidents, defects, and user requests
  • Support Product Owners in prioritizing enhancement and correction requests
  • Ensure follow-up of fixes and coordinate implementation actions
  • Work with support, development, testing, and operations teams to ensure service quality
  • Contribute to stability, performance, and continuous improvement of the CRM solution
  • Identify process and user journey optimization opportunities

Project / Evolution Activities

  • Gather, analyze, and formalize business requirements
  • Challenge business needs to propose relevant, pragmatic solutions
  • Contribute to solution design with functional expertise and CRM knowledge
  • Write business requirements, user stories, functional specifications, and acceptance criteria
  • Coordinate and follow-up functional topics throughout the project lifecycle
  • Participate in testing, validation, and change management activities

Required Skills

  • Functional Skills: CRM processes, customer relationship management, functional specifications, user stories, acceptance criteria, CRM solution design
  • RUN / Support Skills: Incident and defect management, support ticket analysis, fix follow-up, SLA/KPI monitoring, functional diagnosis
  • Agile & Product Skills: Agile methodologies (Scrum, SAFe)
  • Transversal Skills: Business-IT communication, analytical and synthesis abilities, problem-solving, prioritization, multicultural collaboration
  • Technical Skills (nice to have): Salesforce, Jira, Confluence

What We Offer

  • Global opportunities to collaborate with multinational teams worldwide
  • Flexible work environment with hybrid working options
  • Professional development and upskilling programs
  • Career growth and internal mobility within Orange
  • Health, well-being, and diversity initiatives
  • Employee referral and recognition programs

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