Business Analyst, Service and Support, Division Stationary Metrology

Hexagon Manufacturing Intelligence is seeking a Business Analyst - Services and Support. As a Business Analyst (BA), you will be responsible for assessing the impact of change to the existing Salesforce Sales/Service Cloud and third-party solutions implementation, identifying and documenting business requirements, producing functional specifications, setting project KPIs, user stories, executing implementation plans, and managing development tasks supporting the product innovation owners.

The BA is responsible for analysing and modelling existing and future business processes through understanding and documentation of current business procedures, identifying areas for improvement, and connecting business people to information technology groups in the organization.

The BA will be responsible for developing and delivering projects and programmes of work in line with HMI’s strategic objectives, with the opportunity to impact across the whole of the product lifecycle and to have input into the shape of our product roadmap. The BA works closely with business and technical teams and is a major contributor to the requirements specification deliverable, which includes writing the business and functional requirements. The BA should perform feasibility analysis and work closely with the business owner to prioritize deliverables and negotiate product functionalities, ensuring that there is integration between business and technology.

Collaboration is an essential part of innovation build; the individual will be the interface to various stakeholders in the business, technical and non-technical to gather existing information for our systems and adapt accordingly. The BA must have in-depth knowledge of CRM products (essential Salesforce Service Cloud, desirable ServiceMax, Customer Community/Experience Cloud) and have some hands-on experience performing declarative development on the platform. The role will be fast-paced, varied, and rewarding.

Location: UK/Central-Western Europe/US
Work Model: Remote, Hybrid or On-site (based on business needs and location)

Job Responsibilities:

• Manage business stakeholder engagement, serving as a primary point of contact for CRM initiatives.
• Investigate and document internal customer requirements, impact analysis, working with colleagues to design potential solutions.
• Articulate and document the agreed solution.
• Support delivery of technical solutions and system integrations including testing strategy and execution.
• Work with business colleagues to gain user acceptance and take up.
• Coordinate project retrospectives against success criteria and KPIs, reaffirming the success and lessons learnt after delivery.
• Be fully aware of forthcoming software releases and how the company may take advantage of new functionality and understand what impact changes may have on business processes.
• Create and maintain positive and collaborative relationships with internal stakeholders and suppliers to deliver higher quality solutions.
• Determine the requirements strategy (both functional and non-functional), including defining the business problem and primary objectives of new solutions.
• Gather, write, split and update Jira with user stories and use cases.
• Create detailed Business Requirement Document (BRD) as required and translate them into functional specifications and process models that portray specific business needs.
• Identify the performance metrics to assess benefits and value realization.
• Offer ongoing support by organizing the backlog, determining functionality per release, and ensuring that each sprint delivers value to the business.
• Contribute to project plans, support defining project requirements by identifying project milestones and phases.
• Monitor project progress by tracking activity; resolving problems; publishing progress reports and documenting recommending actions.
• Support implementation and participate in User Acceptance Testing (UAT).
• Work on multiple concurrent projects and change requests.
• Act as a hybrid system admin, project management and business analyst role as required.

Qualifications:

• Salesforce Service Cloud 5+ years of experience working as a Business Analyst or Product Owner role with a solid background and experience in business analysis, system design, configuration, user stories, and testing.
• Ability to build and sustain high levels of engagement with stakeholders and end users.
• Influence and negotiation skills – ability to create a shared vision across multiple stakeholders and manage expectations.
• Ability to drive for results and rapidly iterate better solutions using agile methodologies.
• Ability to gather business requirements working with clients, driving out answers when business processes are not clearly defined, including running workshops.
• Communicate clearly and confidently to both technical and non-technical audiences and work effectively as a member of dynamic delivery teams.
• Ability to lead a full Salesforce Service Cloud project lifecycle from ideation to implementation in large B2B enterprises.
• Experience of ServiceMax applications is also highly desirable.
• Salesforce Administrator Certification required and other related Salesforce certifications desirable.