DESCRIPTIONOn behalf of our multinational client operating in the field of technology and business consulting solutions and services we are looking for aBUSINESS ANALYSTRoles: - To transform legacy processes into the BSC operating model and adjust them to fit the global template CRM processes. - To adjust As Is Customer Service process maps and procedures to ensure they fully integrate into the end-state Customer Service (CS) solution and organisational structure in the BSC. - Adhere to the CS process capture approach and methodologies. - Provide process expertise and knowledge to local data capture teams. - Liaise with the Knowledge team and Service Centre set-up team to ensure that documentation content is appropriate for the training service provider. - Prepare test material to support Business Capability Readiness Test and Service Rehearsal phases. - Liaising with external/3rd party vendors - Cooperate with the delivery managerREQUIREMENTSSkills required: - Strong Analytical skills - Project management experience - CRM (preferably Siebel) knowledge - Customer Service experience - Process mapping (preferably using ARIS) expertise - Experience of BPO type Transitions desirable
