At a Glance
- Tasks: Drive transformation in customer services through technology and process analysis.
- Company: Join a leading tech company focused on innovation and customer experience.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career development.
- Why this job: Be at the forefront of technology transformation and make a real impact.
- Qualifications: Experience in CRM projects and strong analytical skills required.
The predicted salary is between 50000 - 65000 £ 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 & Service Cloud BA — Drive Transformation 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. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment that encourages professional development. Located in a vibrant area, we offer unique advantages such as flexible working arrangements and a strong focus on work-life balance, making us an ideal choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Service Cloud BA — Drive Transformation in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to your connections in the CRM and service cloud 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 practising common Business Analyst scenarios. Think about how you would approach requirements gathering or process optimisation. We recommend role-playing with a friend to get comfortable articulating your thought process.
✨Tip Number 3
Showcase your skills through a portfolio! If you’ve worked on CRM projects or technology transformations, compile case studies that highlight your contributions. This will give potential employers a tangible sense of what you can bring to the table.
✨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 & Service Cloud BA — Drive Transformation 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 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 business analysis and any relevant projects you've worked on.
Showcase Your Problem-Solving Skills:We love candidates who can think critically! In your application, include instances where you've successfully solved complex problems or improved processes. This will demonstrate your analytical thinking and ability to drive transformation.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows 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 Service Cloud. Understand their functionalities and how they can enhance customer service processes. This will show that you're not just familiar with the tools but can also leverage them effectively in your role.
✨Master the Art of Requirements Gathering
Prepare to discuss your experience in leading requirements gathering sessions. Think of specific examples where you successfully captured and documented project requirements. Being able to articulate your process will demonstrate your analytical skills and ability to engage stakeholders.
✨Showcase Your Problem-Solving Skills
Be ready to tackle hypothetical scenarios during the interview. Practice articulating your thought process when faced with a problem. Highlight your analytical thinking and how you've previously resolved issues in technology transformation projects.
✨Communicate Like a Pro
Since you'll be liaising between business and technical teams, strong communication is key. Prepare to discuss how you've facilitated clear communication in past projects. Use examples that showcase your relationship-building skills and how you’ve influenced stakeholders effectively.
