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: Enjoy 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 business analysis and CRM projects is essential.
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 careers@sage.com. Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/.
CRM Business Analyst in Newcastle upon Tyne 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 projects that drive technology transformation in customer services. With a strong focus on employee growth, we offer continuous learning opportunities and support for professional development, making Sage an ideal place for those looking to make a significant impact in their careers.
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 industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CRM processes and think about how your skills can add value. We recommend practising common interview questions and even role-playing with a friend to boost your confidence.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, use the STAR method (Situation, Task, Action, Result) to clearly demonstrate how you’ve tackled challenges in previous roles. This will help us see your problem-solving abilities in action!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in keeping you top of mind. And remember, if you’re interested in this role, apply through our website to make sure your application gets the attention it deserves!
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 is tailored to the CRM Business Analyst role. Highlight your experience with technology transformation projects and customer support processes. We want to see how your skills align with what we're looking for!
Showcase Your Skills:In your application, don’t just list your skills—show us how you've used them in real situations. Whether it’s problem-solving or relationship building, give us examples that demonstrate your expertise.
Be Clear and Concise:When writing your application, clarity is key! Make sure your points are easy to understand and directly address the requirements mentioned in the job description. We appreciate straightforward communication.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Sage Group plc
✨Know Your CRM Inside Out
Before the interview, make sure you brush up on your knowledge of CRM systems, especially Salesforce and ServiceCloud. Understand their functionalities and how they can enhance customer service operations. This will show that you're not just familiar with the tools but also understand their impact on business processes.
✨Master the Art of Requirements Gathering
Be prepared to discuss your experience in leading requirements gathering sessions. Think of specific examples where you successfully captured and translated business needs into actionable project requirements. This will demonstrate your ability to engage with stakeholders and ensure clarity in communication.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to tackle hypothetical scenarios or case studies related to business analysis. Highlight your analytical thinking and problem-solving skills by walking through your thought process. This will help the interviewers see how you approach challenges and find effective solutions.
✨Emphasise Continuous Improvement
Talk about your commitment to continuous improvement in business processes. Share examples of how you've contributed to optimising workflows or implementing best practices in previous roles. This aligns perfectly with the company's focus on enhancing their execution framework and shows that you're proactive about driving change.
