Salesforce/CRM Business Analyst

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Within the Sales Technology / Sales Management team, you will act as a CRM Business Analyst and support Product Owners (POs) in defining, evolving, and maintaining CRM solutions that meet business needs.

As a key interface between business and IT teams, you contribute to ensuring the quality of service of the CRM platform while supporting transformation and evolution projects.

RUN / CRM Support Activities

As part of maintaining the CRM platform in operational condition, your main responsibilities include:

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

Project / Evolution Activities

In parallel with RUN activities, you will support Product Owners in CRM platform transformation and evolution projects:

- Gather, analyze, and formalize business requirements.
- Challenge business needs to propose relevant, pragmatic, and value-adding solutions.
- Contribute to solution design with your functional expertise and CRM knowledge.
- Write business requirements, user stories, functional specifications, and acceptance criteria.
- Ensure coordination and follow-up of functional topics throughout the project lifecycle.
- Contribute to testing, validation, and change manment activities.

Functional Skills:
- Knowledge of CRM processes and customer relationship management
- Writing functional specifications and user stories
- Defining acceptance criteria
- Functional design of CRM solutions

RUN / Support Skills:
- Incident and defect management
- Analysis and qualification of support tickets
- Follow-up of fixes and action plans
- Service quality monitoring (SLA/KPI)
- Functional diagnosis and impact analysis

Agile & Product Skills:
- Agile methodologies (Scrum, SAFe)

Transversal Skills:
- Communication between business and IT teams
- Analytical and synthesis skills
- Problem-solving
- Decision-making and prioritization
- Ability to work in a multicultural environment

Technical Skills (nice to have):
- CRM tools (Salesforce)
- Agile tools: Jira, Confluence

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.