At a Glance
- Tasks: Define business needs and translate them into project requirements for tech transformation.
- Company: Join a leading tech company focused on customer service innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous improvement and career development.
- Why this job: Make a real impact by improving customer service processes with cutting-edge technology.
- Qualifications: Experience in business analysis, CRM projects, and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
Key Responsibilities- 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.
- 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.
- 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).
CRM Business Analyst in Newcastle upon Tyne employer: Sage City
At Sage, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a CRM Business Analyst, you will have the opportunity to engage in meaningful technology transformation projects while benefiting from continuous professional development and a supportive environment that values your contributions. Located in a vibrant area, our team enjoys a dynamic workplace with access to cutting-edge resources and a strong commitment to employee growth and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Business Analyst in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to your connections in the CRM and business analysis space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of Salesforce and ServiceCloud. Be ready to discuss how you've tackled similar challenges in past roles. We want to see your problem-solving skills in action!
✨Tip Number 3
Showcase your analytical skills by bringing examples of your work to interviews. Whether it’s a process you optimised or a project you led, having tangible evidence of your impact can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace CRM Business Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience with CRM projects and technology transformation, as these are key for us. Use specific examples that showcase your skills in business analysis and customer service operations.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about the role and how your background aligns with our needs. Be sure to mention your experience in leading requirements gathering sessions and your understanding of Salesforce.
Showcase Your Problem-Solving Skills:We love candidates who can think critically! In your application, include examples of how you've tackled complex problems in past roles. This will demonstrate your analytical thinking and ability to drive best practices in business analysis.
Apply Through Our Website:Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Sage City
✨Know Your CRM Inside Out
Make sure you brush up on your knowledge of CRM systems, especially Salesforce and ServiceCloud. Be ready to discuss how you've used these tools in past projects and how they can enhance customer service operations.
✨Master the Art of Requirements Gathering
Prepare to showcase your skills in leading requirements gathering sessions. Think of examples where you successfully captured and documented project requirements, and be ready to explain your approach to ensuring clarity and alignment with stakeholders.
✨Showcase Your Analytical Skills
Be prepared to discuss your experience in analysing and optimising business processes. Bring specific examples of how you've translated business needs into functional and technical requirements, and how this has led to successful project outcomes.
✨Communicate Like a Pro
Strong communication is key for a Business Analyst. Practice articulating complex ideas clearly and concisely. Think about how you can demonstrate your ability to liaise between technical teams and business stakeholders effectively during the interview.
