Salesforce Business Analyst — Call Centre Operations

We are looking for a Business Analyst with solid SAP S/4HANA expertise, particularly on the Contact Centre and CX, Salesforce Service Cloud, CRM. Job Type: This is a fully remote position open to candidates based anywhere in the European Union. Position Summary:To support the ownership of Call Centre strategy and its execution, including maximizing customer intimacy, efficacy, adoption and satisfaction. The Call Centre team will foster strong technical relationships with vendors and represents the product during design, development, testing, release, updates and ongoing lifecycle management. The Call Centre team also ensures alignment of the product with vendor and internal roadmaps, as well as project, change management and enterprise architecture processes. Role Duties:Lead business analysis projects and activities at a local and group level. This will include full requirement gathering, both operational and systems related.Analyse a range of multi-function business processes a prepare detailed specifications for those processes to be incorporated in to IT Systems.Manage project governance from inception of a detailed plan, adhering to PMO gateways and timelines and ensuring that risk logs, issue logs and action logs are accurately maintained and updated.Build credibility and work closely with key stakeholders across the business to ensure that process related projects are delivered on time and to budget.Map as-is business processes and identify gaps and improvements that can be made.Develop and document detailed requirements for business process change, including business cases and projects plans for initiatives that support the strategy and goals of the organisation.Monitor and track progress against planned deliverables, ensuring that stakeholders and project sponsors are kept fully informed.Ensure the effective translation of requirements to key stakeholders to facilitate the successful implementation of the project.Support in translating business requirements in to technical requirements that can be implemented by technical/ IT teams.Act as a point of contact between the business, design and development teams ensuring requirements are effectively communicated and refined.Engage and manage the relationship with external consultants as required.Work closely with the local and group IT analysis and development teams to ensure that process solutions are effective, achievable and user friendly.Any other ad-hoc duties as required. Knowledge, skills & qualifications required: Essential:Experience of working in a contact centre environment.Demonstrable business analyst/ process analyst and project management experience within Contact Centres and Service.Experience of working with IT/ Technical Teams to map processes and implement technological/ systems-based solutions where possible.Experience of developing requirements/ processes that span multi-functions and multi-systems.Proven ability to implement a structured project management process, ideally based on recognised methodology (PRINCE2 or equivalent).Experience of managing projects and improving processes during periods of significant business change/ growth.Ability to undertake informative analysis and develop concise and user-friendly reports.Excellent stakeholder management skills, with the ability to utilise data and analytics to influence.Experience of utilising CRM and ERP systems.Able to effectively facilitate meetings.Experience of analysing and mapping processes during periods of significant business change/ growth.Experience of working with a range of project and process management tools e.g. MS Project, Visio, Trello.Able to effectively facilitate meetings.Organised and agile approach.Full, valid driving license and willingness to travel.Proficient working knowledge of Microsoft Office (Excel, Word, PowerPoint and Outlook).Organised and agile approach, with an emphasis on continuous improvement.Salesforce Admin CertificationSalesforce Development CertificationExperience of working with Salesforce Service Cloud Desirable Technical Skills: CCAAS experience and integration with Salesforce e.g. Open CTI or Salesforce Cloud VoiceWorking with Digital Channels e.g. Livemsg, LiveChatExperience of working with Salesforce Marketing Cloud, Field Service Lightning CloudAdvanced knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook, Project and Visio). Competencies:Presenting and Communicating InformationApplying Expertise and TechnologyCoping with Pressures and SetbacksAnalysingAdapting and Responding to ChangePlanning and Organising