CRM Business Analyst

Description du poste:

We are seeking a highly skilled Business Analyst for Customer Services with experience in technology transformation projects to join our team. Experience with Customer Support Processes and CRM projects is a must.
The Business Analyst is responsible for defining the needs of the organisation and turning these into project requirements, whether for technical implementation, business process design, or supporting change management direction.
They are responsible for engaging with colleagues across Sage to capture, analyse and document project requirements, often working across multiple projects at any one time.
The Business Analyst will work closely with stakeholders across the business to ensure that the requirements are understood, agreed and will form the basis of execution. They will help develop direction for the process of analysis, drive best practice and be an active participant in a community of excellence in analysis.
* Work within the CSO Execution framework for Business Analysis and help to continuously improve processes, methods and best practices
* Ensure that problem definition, scope and requirement output provide the clarity required for process, technology or people solution designs
* Analyze, document, and optimize business processes
* Translate business needs into detailed functional and technical requirements for IT delivery teams.
* Collaborate with technical teams to ensure accurate and effective implementation.
* Support user acceptance testing (UAT), training, and change management activities.
* Serve as a liaison between business teams and technical teams, ensuring alignment and clear communication.
* Provide post-implementation support and continuous improvement recommendations
* Support incident management where necessary
* Understand CRM roadmaps and conduct gap analysis and recommend system enhancements or new features to improve efficiency and user experience
* Attain and maintain an understanding of Salesforce and ServiceCloud concepts, capabilities, best practices and data management.

Skills and Experience:
Essential
* Proven experience as a Business Analyst with a strong track record of delivering successful technology transformation projects.
* Background in customer service operations, CRM, or contact centre environments
* Lead requirements gathering sessions to gain a full understanding of business and system needs
* In depth experience of the analysis and modelling of business processes
* Experience in designing and implementing Business Analysis artefacts
* Strong relationship building and influencing skills with internal and external stakeholders
* Excellent problem-solving, analytical thinking, and communication skills
* Commercially astute - able to understand commercial drivers
* Ability to apply (new) concepts and experience to understand and resolve underlying issues
* Understanding of Software Development methodologies, both Agile and Waterfall, and how BA methodologies align to them
* BA or Project Management Qualification
* Experience of Business Process Modelling

Desirable
* Experience leveraging AI for elicitation, analysis, presentation and reporting
* Experience with Salesforce, specifically Salesforce Service Cloud (case management, knowledge base or service console)
* Familiarity with reporting and analytics tools (e.g., Tableau, Power BI)