ICT Business Analyst – CRM Consultant (Medior)

Role Overview

We are looking for a Medior ICT Business Analyst / CRM Consultant to support a CRM selection and pilot implementation project within a public-sector organization.

The consultant will identify business and functional requirements across multiple departments, assess suitable CRM solutions, provide a well-founded tool recommendation, and establish a Proof of Concept (POC).

Key Responsibilities

• Conduct business analysis and gather internal CRM requirements from different departments and stakeholders.
• Translate business needs into clear functional and technical specifications.
• Analyze and optimize existing business processes using BPM principles.
• Evaluate CRM solutions and compare their suitability against the identified requirements.
• Assess at least Salesforce, Teamleader, and Odoo as potential solutions.
• Prepare a structured and evidence-based recommendation for the preferred CRM platform.
• Set up and coordinate a pilot/POC implementation in selected departments.
• Manage stakeholders across different business units and ensure alignment of requirements and expectations.
• Support project planning, coordination, timing, cost estimation, and progress monitoring.
• Provide clear documentation and advice to both business and ICT stakeholders.

Mandatory Requirements

• Minimum 3 years of experience in general business operations with an ICT focus.
• Minimum 3 years of hands-on experience with CRM applications, including at least one of:
  • Salesforce
  • Teamleader
  • Odoo
• Demonstrable experience performing business analysis.
• Demonstrable experience with business process development and optimization (BPM).
• Demonstrable project/project-lead experience, including aspects such as planning, coordination, timing, and costs.
• Dutch language proficiency at CEFR C2 level.

Preferred Requirements

• At least 2 years of experience working on assignments within a provincial/public administration environment.
• Demonstrable stakeholder management experience.
• Knowledge and experience with project management disciplines, including:
  • Cost management
  • Scheduling and timing
  • Coordination
  • Planning
  • Estimation

Project Context

The organization is preparing to select a CRM solution for use across its administration. The assignment covers:

1. Mapping internal requirements across different departments.
2. Analyzing and supporting the selection of the most suitable CRM tool.
3. Comparing relevant CRM platforms against business requirements.
4. Providing a substantiated CRM recommendation.
5. Setting up and supporting a pilot/POC implementation.

Contract Details

• Start date: 1 October 2026
• End date: 31 January 2027
• Workload: Approximately 40%
• Estimated effort: Approximately 240 hours
• Work arrangement: Hybrid / home working possible
• Seniority: Medior
• Location: Belgium