Job Opportunities Business Analyst CRC

MAIN PURPOSE

The CRC Product Specialist / Business Analyst will be part of Group Technology LNR (Luxury New Retail), within the Client Interaction area. You will be joining a dynamic team where you will support our worldwide Salesforce initiatives that are aiming at delivering a tailored solution to our Customer Relation Centres (CRC) serving our clients worldwide. Our template is based on state-of-the-art solutions leveraging mainly Salesforce Service Cloud and Vonage CTI.

In collaboration with the Product Owner and the delivery team, you interact with Business stakeholders to capture the requirements of the product and clarify these across people, process, data and automation. You ensure clear acceptance criteria are defined and fulfilled throughout the lifecycle of the user stories.

YOUR KEY RESPONSIBILITIES

• You support the Product Owner in strategy development through incremental improvement of the product, designing business scenarios and use cases.


• Your knowledge of call-centres’ business process and the underlying technologies helps you analyse and document business requirements, pain points or opportunities into IT requirements to get cost, time, and resources estimation for deploying solutions.


• You help develop user stories requirements, test cases (SIT, UAT) and criteria in collaboration with developers and testers while participating in and facilitating relevant Agile ceremonies and rituals.


• You support other streams acting as the single point of contact representing the CRC Product in cross-products initiatives.


• You develop a customer-oriented mindset and a culture of collaboration, trust and transparency and foster a culture of continuous service improvement.

YOUR PROFILE

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience


• Minimum 5 years of experience in Technology projects, ideally with a first exposition to call-centres.


• Salesforce certification (Service Cloud)


• Proven experience in project management


• Ability to translate Customer Relationship Management (CRM) and Marketing strategies into system and technology solutions


• Ability to present ideas in context, which can be understood by technology, business and non-IT personnel.


• Ability to function effectively in a fast-paced environment, handle multiple efforts simultaneously, prioritize and meet deadlines.


• Strong knowledge of Agile methodology, experience with Confluence and Jira suitable


• Excellent proficiency in English.