Functional Analyst Salesforce - Freelance

We are looking for a Senior Salesforce Functional Analyst, expert in Service Cloud, to support a major public transport operator in Brussels in the evolution and support of its CRM platform. In a hybrid context (Brussels), on a part-time 4/5 (T&M) assignment from November to December 2026, you will work on three main areas:

• RUN Customer Care: ensuring the stability and continuous development of Service Cloud (case management, contact forms, emails, customer data enrichment, dashboards, and KPIs).

• 'Delay Certificate' automation project: analyze existing processes, define business rules, design user journeys and Salesforce automations, and support go-live and adoption.

• Cross-functional Service Cloud & Sales Cloud support: manage functional incidents, prioritize the backlog, coordinate with technical teams, and contribute to the continuous improvement of Customer Care and B2B processes.

You will be the go-to contact for the business teams, responsible for requirement analysis, writing specifications, configuration, functional validation (SIT/UAT), and release follow-up.