What you will do
You will work as a Salesforce functional analyst supporting the Service Cloud platform at a Belgian public transport organisation. The platform is used by the customer care department to manage client interactions and requests from multiple contact channels.
Your responsibilities will include:
- Analysing business needs and gathering requirements from customer care teams
- Designing, configuring and parameterising Service Cloud evolutions
- Writing user stories, functional specifications and documentation
- Validating functional developments and coordinating testing phases (SIT and UAT)
- Supporting business users and managing change requests
- Preparing and monitoring releases
You will lead an automation project for delay certificate requests submitted through contact forms. The goal is to reduce manual interventions, improve processing times and deliver a smoother customer experience. This includes:
- Analysing and mapping current processes for certificate requests
- Identifying automation opportunities and defining business rules
- Designing user journeys and automated processes in Salesforce
- Integrating with systems and data sources needed for request validation
- Configuring and implementing the necessary Salesforce functionality
- Coordinating testing and supporting users during adoption
- Defining monitoring, control and reporting mechanisms with performance indicators
You will also provide cross-functional support across Service Cloud and Sales Cloud:
- Managing incidents and business-level functional support
- Analysing corrective maintenance requests
- Managing the backlog and prioritising evolutions
- Coordinating with development, architecture and operations teams
- Maintaining operational procedures
- Contributing to continuous improvement of CRM, customer care and B2B processes
What we are looking for
- Expert-level experience with Salesforce configuration and development
- Strong knowledge of customer service and customer care business processes
- Proven experience in gathering and analysing functional requirements and documenting processes
- Understanding of data architecture logic and data flows
- Experience with release management
- Experience with testing and user acceptance testing
- Skills in workshop facilitation and training
- Strong communication skills
Certifications (required or highly valued):
- Salesforce Administrator
- Salesforce App Builder
- Salesforce Service Cloud Consultant
- Other Salesforce certifications are a plus
The setting
This is an assignment running from early November 2026 to the end of December 2026, part-time at 4/5. The work mode is hybrid in Brussels.
You must be fluent in Dutch or French (native or bilingual level). English is a nice to have.
How you join us
You can join us for this assignment as a freelancer or as an employee of HumanInTech. Same role, same team.
If you join as an employee, your employment continues beyond this assignment. When it ends, we’ll work together to find your next assignment.