Бизнес аналитик

Hydsoft CO., LTD provides IT services and consulting, with a focus on SAP S/4HANA, Contact Centre and CX, Salesforce Service Cloud, and CRM solutions.

• Lead business analysis projects and activities at local and group levels, including operational and systems-related requirements gathering;
• Analyse multifunctional business processes and prepare detailed specifications for implementation in IT systems;
• Manage project governance from detailed planning through PMO gateways and timelines, maintaining risk, issue, and action logs;
• Build relationships with key business stakeholders to deliver process-related projects on time and within budget;
• Map as-is business processes and identify gaps and improvement opportunities;
• Develop and document requirements for business process changes, including business cases and project plans;
• Monitor planned deliverables and keep stakeholders and project sponsors informed;
• Translate requirements for key stakeholders to support successful project implementation;
• Translate business requirements into technical requirements for IT teams;
• Act as a point of contact between business, design, and development teams;
• Engage and manage relationships with external consultants when required;
• Collaborate with local and group IT analysis and development teams to ensure process solutions are effective, achievable, and user-friendly;
• Perform other ad-hoc duties as required.

• Experience working in a contact centre environment;
• Business analyst, process analyst, and project management experience within Contact Centres and Service;
• Experience working with IT and technical teams to map processes and implement technology-based solutions;
• Experience developing requirements and processes spanning multiple functions and systems;
• Ability to implement a structured project management process based on PRINCE2 or an equivalent methodology;
• Experience managing projects and improving processes during significant business change or growth;
• Ability to perform informative analysis and develop concise, user-friendly reports;
• Excellent stakeholder management skills and ability to use data and analytics to influence;
• Experience using CRM and ERP systems;
• Ability to facilitate meetings effectively;
• Experience analysing and mapping processes during significant business change or growth;
• Experience with project and process management tools such as MS Project, Visio, and Trello;
• Organised and agile approach with a focus on continuous improvement;
• Full, valid driving licence and willingness to travel;
• Proficient working knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook;
• Salesforce Admin Certification;
• Salesforce Development Certification;
• Experience with Salesforce Service Cloud;
• Nice to have: CCAAS experience and Salesforce integration such as Open CTI or Salesforce Cloud Voice, experience with digital channels such as Livemsg and LiveChat, experience with Salesforce Marketing Cloud and Field Service Lightning Cloud, advanced knowledge of Microsoft Office, Project, and Visio.

• The position is fully remote and open to candidates anywhere in the European Union.