Business Analyst Service Management

Role description

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Are you driven by the challenge of enhancing user experience through smart process and system improvements? Do you enjoy translating business needs into effective solutions?

We are looking for a Business Analyst with a strong analytical mindset and a holistic view to enhance and expand our Salesforce Service Cloud template and related business services.

This position is part of the E-Business team within the Commercial Operations department. Together with our colleagues in Sales Operations and Brand Coordination we provide a variety of shared services aimed at enabling our 20+ local offices across Europe to run as efficiently and productively as possible.

You will act as a "bridge" between the team and multiple stakeholders, including Customer Service Team, Product Owner, Global Process Owner, and the global head office in Japan.

Your mission: deliver the best possible Service experience for users by defining, validating, and designing new or improved business services—both internal and customer-facing.

The Challenge

• Identify and drive improvements across the end-to-end service journey by proactively analyzing pain points and proposing effective, user-centric solutions.
• Collaborate with stakeholders to elicit, analyze, and manage business and solution requirements using industry best practices and analysis tools
• Develop business cases for improvements to help take data driven decisions
• Drive the implementation of Salesforce Service Cloud and related service initiatives across different departments, mitigate risks, resolve issues, and ensure on time delivery
• Contribute to cross-functional projects involving Service and Warranty
• Operate effectively within small and large teams independently, serving as a proactive change agent and advocate for sustainable transformation

Who we are looking for

• A relevant bachelor’s or master's degree
• 3-5 years of experience in system maintenance/improvements or similar, preferably in an international B2B environment
• Customer & result oriented with a proactive attitude
• You feel comfortable in a dynamic, international environment and are a self-starter and team player
• Analytical and Data-driven: Base your proposals on facts rather than opinions
• You are accurate and have an eye for detail
• Fluent verbal and written communication skills in English
• Experience in (Customer) Service Management is a big plus
• Working knowledge of Salesforce Service Cloud is a plus
• Knowledge of and certification in Salesforce CRM (such as Salesforce Administrator) is a plus

What do we offer

• An informal yet professional international working environment.
• Flexible working policy that includes 1or 2 days a week working from home.
• A competitive salary including bonus opportunities.
• 27 days annual holiday plan
• Pension plan.
• Travel allowance.
• Loads of exciting (mostly sports and outdoor related) activities.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst

• Industries

  Sporting Goods Manufacturing

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