At a Glance
- Tasks: Transform customer service processes and define project requirements for tech implementation.
- Company: Join a forward-thinking company that values diversity and innovation.
- Benefits: Hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career development.
- Why this job: Make a real impact by optimising customer experiences through technology.
- Qualifications: Experience in CRM projects and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ 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 optimise 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).
Function: Customer Operations
Country: United Kingdom
Office Location: Newcastle
Work Place type: Hybrid
Equal Opportunity Statement
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/
CRM Business Analyst employer: Sage Group plc
At Sage, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Newcastle office provides a hybrid working environment, allowing for flexibility while engaging in meaningful technology transformation projects. We are committed to employee growth, providing opportunities for professional development and a supportive community that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Business Analyst
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✨Join Local Business Intelligence Meetups
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We think you need these skills to ace CRM Business Analyst
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Sage Group plc, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Sage Group plc
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Sage Group plc’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
