CRM Business Analyst

Company Description

Want to join a company with a century-long tradition of innovation and entrepreneurial spirit that pushes the limits of the smart lighting industry? A company that requires employees to broaden their expertise to not only light urban environments but also deliver services for engaging and interactive public spaces. With a rich heritage in engineering, environmentally, economically, and socially sustainable lighting has always been part of our DNA. With connectivity more vital more ever, as Experts in Lightability™, we propose lighting infrastructure that will play a pivotal role in building Smart Cities. A family-owned Belgian company, we are present in over 70 countries on 5 continents.  

Will you take the challenge? Let’s light up the future together! 

What you will do :
 

• Overall responsibility to analyze and define the business processes, related operational procedures and working methods for the assigned domain 
• Identify opportunities for system efficiency improvements and review them with the Business Process Owner (BPO) for approval. 
• Challenge the local business requirements to accept the current D365 functionalities as standard with limited exceptions 
• Gather business requirements, deliver the required acceptance criteria, and discuss these with the Group IT analysts where applicable to understand the impact on the system set-up 
• Test the provided development solutions (RFC’s), evaluate the functionality and fit to the    acceptance criteria together with the domain lead 
• Assist in training of local key users on D365 specifically CRM 
• Provide support to the data cleaning team (Ukraine)  (normally done before an entity goes live) and support processes to maintain data quality 
• Work with the Ukraine team to provide Hypercare support after roll-outs 
• Provide second line support after hypercare (i. e . review issues of go live countries, find solutions, analyse root cause) and provide support to the Ukraine team on CRM tickets raised. 
• Support the key users in the definition and gathering of the user acceptance test scenarios  
• Provide key user Support during the User Acceptance Training  
• Update domain work instructions when applicable  
• Provide day to day operational support/guidance to the commercial entities where required 
• Overall responsible for the yearly Customer Survey Project 
• Access control - CRM roles 

• Ad hoc projects as and when required 
  
  Required competencies: In depth knowledge of the business processes -  CRM specifically and understanding the integration into F&O 
   

  Soft skills:  
   

• Good Communication  
• Critical thinking 
• Problem-solving 
• Negotiation skills 
• Team player skills