CRM Functional Analyst

Alongside partners with organizations to drive digital transformation and build high-performing tech teams.

We are looking for an experienced CRM Functional Analyst to join our client’s team, a leading company operating across various sectors, including the automotive and agricultural machinery industries, with a presence in multiple countries.

The successful candidate will join a strategic CRM transformation and optimization project within a complex, international business environment, currently operating across multiple technology platforms, including SAP, Microsoft Dynamics 365, and Zoho CRM.

The role will focus on analyzing business processes, gathering functional requirements, and supporting the evolution and integration of the CRM ecosystem, ensuring alignment between business needs and technology solutions.

This position will play a key role in identifying improvement opportunities, harmonizing business processes, and optimizing the use of different CRM platforms across the organization.

Responsibilities:

• Gather, analyze, and document functional requirements in collaboration with business stakeholders.
• Assess existing business processes (AS-IS) and define improved future-state processes (TO-BE).
• Map functionalities, business processes, and data flows across SAP, Microsoft Dynamics 365, and Zoho CRM.
• Identify functional gaps, redundancies, and opportunities for process optimization across the different platforms.
• Support the definition of integration and interoperability requirements between systems.
• Translate business needs into clear functional specifications for technical teams.
• Facilitate workshops and meetings with stakeholders, ensuring alignment between business and IT teams.
• Support functional testing and User Acceptance Testing (UAT).
• Contribute to data migration, data harmonization, and CRM data quality improvement initiatives.
• Prepare functional documentation and support user training and change management activities.
• Monitor the implementation of improvements, ensuring that delivered solutions meet business requirements.

Requirements

• Minimum of 3 years of professional experience as a Functional Analyst or Business Analyst, preferably within CRM projects.
• Proven experience in gathering, analyzing, and documenting business and functional requirements.
• Strong understanding of CRM business processes, including customer management, sales processes, contact management, opportunity management, and activity tracking.
• Hands-on functional experience with SAP or Microsoft Dynamics 365.
• Experience with Zoho CRM is considered a plus.
• Ability to analyze business processes and data flows across different enterprise systems.
• Experience preparing functional specifications, user stories, and acceptance criteria.
• Knowledge of Agile and/or Waterfall methodologies.
• Strong communication, analytical, and stakeholder management skills.
• Ability to work independently, solve complex problems, and collaborate with cross-functional teams.
• Fluency in English (written and spoken) is mandatory.

Benefits

• Technical guidance and continuous mentorship
• Participation in real-world projects
• Collaborative environment with a focus on professional growth
• Opportunity for career progression
• Hybrid work model: Porto office (3 days per week working from home)