As CRM Business Analyst you will play an important role in one of our most recently created Agile Tribes. The Customer Interactions (CI) Tribe is focussed on digital customer interactions, with a mission to make these experiences effortless for our customers.
Within the CI Tribe we are devising and shaping a long-term strategy, multiple strategic programmes are in flight with an aim to transform our processes, touchpoints and technology.
Our Support Channels squad is fully engaged in a transformation programme with SWIFT’s Support organisation and is looking to strengthen the squad’s salesforce expertise in order to accelerate the expected delivery.
The squad has a clear mission; to deliver an improved Support Team experience, while transforming the way that our customers interact with our Support organisation. Working closely with our Customer Experience Programme team, the squad has end to end responsibility to capture and agree the prioritisation of business requirements, transform them into solutions, implement and deploy with the requisite level of quality while defining together the long-term roadmap.
The scope of this transformation includes notably Salesforce Service Cloud, a move towards Lightning, installing a true Omni Channel approach, building out the Salesforce Communities capabilities and improving our Operational Status communications.
We are working in an Agile environment and are looking for a Business Analyst who is energised by this way of working and loves to collaborate and co-create with others. The successful candidate will help our Tribe to grow our salesforce expertise, increase our capacity to analyse requirements, define functional specifications and will build the solution with the other members of the squad.
You establish strong relationships with the users, in an active listening mode while managing their expectations;
You know in depth the processes of the business and build a tool roadmap in line with their business roadmap.
You support the gathering of customer needs and make sure they’re articulated into meaningful and actionable requirements;
You support the Product Owner by ensuring proper maintenance and prioritisation of the requirement backlog;
Together with the development team and architects, you define the most appropriate solution to the requirements;
You document solutions in detailed functional specification;
You represent business users during development, implementation and testing and you communicate the progress of the project to the business.
You organise the roll-out of the produced solution: end user testing, process changes, roll-out communication and training when it’s needed.
Skills and expertise
Business analysis: you are able to reveal the underlying requirement behind a customer request and you are able to generalise and articulate them to effective, scalable and re-usable solutions.
Ability to organise and facilitate business workshops.
Ability to document complex functional specifications of an IT solution using techniques like use cases or UML.
Good communicator: active listener with a consultant mind-set, you can build and present impacting presentations.
Understanding of IT concepts, and ability to discuss with development and business teams to co-build a solution in line with requirements, technical and budgetary constraints. You understand data modelling and relational database concepts.
Strong expertise in CRM tools and processes. Knowledge of Salesforce and understanding how Salesforce is implemented for SWIFT are strong assets.
Experience in Scrum delivery methodology and tools (Jira, Confluence) is a strong asset.
IT security exposure/experience and user experience expertise are assets
You are an open-minded team player, ready to adapt to the changing needs.
You are committed to deliver, pragmatic and solution-oriented.
University degree (Engineering, Business, IT) or proven equivalent experience;
At least 3 years as Business or Functional Analyst or equivalent experience is a strong asset;