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CRM Business Analyst - Discovery & Tool Selection Service

About Us : For more than 25 years, ITS Group has been a French ESN specializing in digital transformation, employing around 1,400 employees across 8 agencies in France and 1 in Belgium. IT infrastructure & operations, cloud & managed services, mobility, workstations & networks, strategy, consulting & AMO, cybersecurity, development of business applications. About the Job : Great assignments await you with our key account clients in rich and varied environments We are looking for a Senior Consultant / Business Analyst to support a strategic initiative focused on Customer Relationship Management (CRM) discovery, market analysis, and potential implementation within a complex and evolving environment. Understanding and challenging business needs across Customer & Operations domains Defining a clear CRM vision, scope, and roadmap Conducting a structured market scan and supporting vendor selection This role requires strong ownership of the quality of analysis deliverables , ensuring clarity, completeness, traceability, and actionable recommendations. Lead end-to-end CRM discovery and analysis phase ~ Act as a bridge between business stakeholders and technical teams ~ Define and structure business and functional requirements ~ Support decision-making through structured analysis and recommendations ~(Define CRM Vision & Requirements3. Discover & Challenge Business Needs Lead workshops and interviews with stakeholders (Customer, Operations, Key Account Managers, etc.) Define scope boundaries between CRM and surrounding systems Build a clear CRM target vision, MVP scope, and incremental roadmap Produce high-quality deliverables: Data & reporting needs (customer data, segmentation, activity tracking, pipeline, service follow-up, etc.) Integration needs (identity, data sources, reporting, document management, email/calendar, ticketing, etc.) Evaluation criteria and scoring model (business value, UX, integration fit, security/compliance, TCO, scalability) Coordinate with internal stakeholders (Security, Architecture, Procurement, Legal) Collaborate closely with technical teams (architects, integration, data, security) Training needs Data quality & completeness Functional & Business Skills Strong experience in business analysis and solution design Proven ability to capture, structure, and challenge business needs Ability to produce clear, structured, and actionable analysis deliverables CRM & Digital Expertise Proven experience with CRM tools (selection, implementation, and/or optimization) Ability to collaborate with technical teams and understand constraints Data flows Team player with an intrapreneurial and results-driven mindset Language & Domain Good level of English + French and/or Dutch Experience in the energy sector and knowledge of the Belgian energy market is a strong plus

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