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.
Our expertise: IT infrastructure & operations, cloud & managed services, mobility, workstations & networks, strategy, consulting & AMO, cybersecurity, development of business applications.
ITS Group places its CSR commitment at the heart of its concerns by developing sustainable and responsible digital technology and by promoting the professional and personal development of its employees.
Find out more: www.itsgroup.com
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.
The consultant will play a key role in:
* 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
* Potentially guiding implementation in an agile delivery mode
This role requires strong ownership of the quality of analysis deliverables, ensuring clarity, completeness, traceability, and actionable recommendations.
Your mission:
* 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
* Drive market exploration and vendor selection process
* Support decision-making through structured analysis and recommendations
* (If extended) contribute to agile delivery, implementation, and adoption
Your activities:2. Define CRM Vision & Requirements3. Market Scan & Vendor Selection4. Agile Delivery & Implementation5. Change Management & Adoption
* Discover & Challenge Business Needs
* Lead workshops and interviews with stakeholders (Customer, Operations, Key Account Managers, etc.)
* Capture user needs, pain points, and expected outcomes
* Translate needs into:
* Personas
* User journeys
* Use cases & user stories
* Acceptance criteria
* Challenge and refine design principles
* Define scope boundaries between CRM and surrounding systems
* Build a clear CRM target vision, MVP scope, and incremental roadmap
* Produce high-quality deliverables:
* Functional & non-functional requirements
* AS-IS / TO-BE process maps
* 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.)
* Ensure requirements are:
* Testable (acceptance criteria)
* Prioritized (value-based approach)
* Traceable (end-to-end from need to solution)
* Conduct structured market exploration (RFI/RFP-ready):
* Vendor longlist and shortlist
* Demo scripts based on real user scenarios
* Evaluation criteria and scoring model (business value, UX, integration fit, security/compliance, TCO, scalability)
* Coordinate with internal stakeholders (Security, Architecture, Procurement, Legal)
* Ensure a transparent and well-documented selection process (decision logs, evaluation evidence)
* Own and maintain the product backlog and priorities
* Plan releases and iterations
* Collaborate closely with technical teams (architects, integration, data, security)
* Validate increments with users
* Organize UAT and integrate feedback into continuous improvements
* Define and execute adoption strategy:
* Training needs
* Communication plan
* New ways of working
* Align stakeholders and drive engagement
* Define and monitor success metrics:
* User adoption
* Efficiency gains
* Data quality & completeness
* Reporting reliability
* You have the following skills:
* * Functional & Business Skills
* * Strong experience in business analysis and solution design
* Proven ability to capture, structure, and challenge business needs
* Experience in customer-centric processes and digital solutions
* Ability to produce clear, structured, and actionable analysis deliverables
CRM & Digital Expertise
* Proven experience with CRM tools (selection, implementation, and/or optimization)
* Understanding of customer lifecycle management and related processes
* Experience in market scan and vendor selection is a strong asset
Technical & Delivery Skills
* Ability to collaborate with technical teams and understand constraints
* Experience working in agile environments
* Strong knowledge of:
* Integrations
* Data flows
* Reporting needs
Soft Skills
* Strong analytical and problem-solving mindset
* Proactive and solution-oriented
* Autonomous and customer-focused
* Excellent communication and stakeholder management skills
* Team player with an intrapreneurial and results-driven mindset
* Ability to adapt quickly in a fast-evolving environment
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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