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Business Solution Analyst (m/w/x)

Premium Job From Computer Futures
Recruiter: Computer Futures
Listed on: 26th November 2019
Location: Geneva
Salary/Rate: £499 - £624
Type: Contract

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One of our clients is in the need of a Business Solution Analyst. For this reason, we are looking for a talented professional, who is willing to be a part of this project. General InformationLocation: GenevaStart: ASAPDuration: 3 Months + Key ResponsibilitiesUnderstand Client's business and propose the best implementation using the Salesforce Service cloud as well as other tools for Client Relations Centres (Knowledge Management, telephony systems…)Conduct requirements and solution concept workshops to structure the business needs of these solutionsFacilitate business process analysis and automation discussionsIntegrate best practice in specialized processes to the solution requirements (problem management, complaint management…)Engage with business stakeholders to gather/analyze requirements and map them to solutions that leverage solution functionality.Supervise RFP documentation for market consultations when applicableDemonstrate solution capabilities to solve business problems by defining Proof of Value pilotsIdentify opportunities on Salesforce service cloud to maximize the business value of the solutions in the CRCRecommend improvements or changes in business process, standards and policies based on the setup of the solutionCollaborate with Group Technology in the preparation of a Proof of Concept and a Minimum Viable ProductIdentify risks, resolve issues and conduct stakeholder reviews throughout project lifecycles.Coordinate communications and training needs to help business teams throughout Proof of Concept and Minimum Viable ProductAct as liaison with IT counterparts to determine most appropriate technical strategy to meet business needsDeliverables1 Framework document describing overall objective, context and business caseFor each of the 3 solutions, detailed and exhaustive documented business requirements :Using current baselineLeveraging off-the-shelf Service Cloud opportunitiesCollecting requirements through workshop with Regions (EU, CN) and Maisons (Cartier, VCA, SWM, F&A?)Linking requirements appropriately with other initiatives (CRM Service cloud 360, marketing cloud, clienteling) to give sense to the individual streamsDescribing required integrations with Richemont ecosystem1 POC guidelines describing Use Cases and test scenarios. Illustrate requirements with meaningful scenarios (i.e workflows)Define realistic MVP scope along with Group TechnologyFor Knowledge Management & Telephony: prepare RFP documentation, as well as RFP assessment grid with evaluation criteriaPropose vendor shortlist for both RFP's that match minimum criteria Required QualificationMSc in Business Management or EngineeringBusiness analyst backgroundExperience with Salesforce Service Cloud as well as other relevant solutions used in contact centres (Knowledge Management, Telephony/ACD)Business knowledge with e-commerce, CRM and multichannel client relationsStrong understanding of best practices and functionalityA demonstrated ability to understand and articulate complex requirementsExcellent project management skills and a positive attitudeAbility and experience to facilitate workshopsAbility to travel LanguageFluency in English is mandatory; French is a plus If this outstanding opportunity sounds interesting for you, do not hesitate to contact me for more details or send me your CV.Sthree Switzerland is acting as an Employment Business in relation to this vacancy.