Business Analyst – Customer Service (CS)

MAIN PURPOSE

The successful candidate will join the MEIA EAS team and will be responsible for supporting the Customer Service (CS) domain in SAP (CS, PM, SD modules) and related systems. This role will cover a large & diverse scope, including 16 Maisons across six countries in the MEIA Region.

KEY RESPONSIBILITIES

The successful candidate will have demonstrated skills & experience in the following domains:

Level 2 Support:

• Provide daily support for the CS and CS Retail domain covering all dependent solutions including:
• Solve, track and report issues by communicating with Key Users and the Central EAS team
• Provide workaround solutions to minimize impacts on the business
• Prepare, organize, and coordinate test sessions (including non-regression) during release/maintenance cycles
• Act as a bridge between business teams (e-g: Business Process Integrators, Commercial teams) and technical teams
• Be the point of contact for L3 Teams managing CS-related solutions at the Group Level
• Animate the Key User community, communicating through our internal social network (Yammer), and ensure knowledge is well spread across our business users
• Develop and update appropriate documentation (user guides, video, e-learning)
• Provide training to Key Users through on-site or virtual sessions

Projects:

• Participate in CS-related deployments to MEIA entities with the Central EAS and Local IT teams
• Assist in the definition of project scope, objectives, planning and del,iverables
• Prepare and perform fit/gap analyses
• Prepare, organize, and coordinate test sessions during projects & regional deployment of the solution
• Support Central the EAS team in coordinating with Key-users through different phases in the CS implementation cycle

DIMENSION:

• Geographical area under responsibility: UAE, KSA, India, South Africa, Kuwait, and Turkey

JOB PROFILE

Education:

• Degree holder preferably in Computer Science, Software Engineering, or other related disciplines

Required experience:

• In-depth knowledge of CS-related concepts flows, and terminology: retail and wholesale repair flows (registration, diagnostics, service order management, cost estimating, technical processes incl. quality control, billing, logistics); spare parts & supply chain management
• Recognized and successful application support experiences – at least 5 years, specifically in Customer Service domains, preferably in the Luxury sector (watches, jewelry, leather goods)
• Experience in SAP ECC CS, PM, and SD modules is a must
• Experience in SAP ECC (key modules like RB, LE, MM, OTC/P2P, BI Earth) is a plus
• Knowledge of the Retail environment is a strong plus
• Good understanding of Microsoft products such as Excel, Office, etc.
• Knowledge of Agile methodology a plus

Personal skills:

• Self-motivated, disciplined, with excellent interpersonal skills

• Excellent communication, client-facing skills, workaround identification, problem-solving, active listening, time management, and interpersonal skills are required

• Must have a demonstrated hands-on approach and success in working in a team-based environment
• Ability to thrive in a dynamic, fast-paced work environment with competing priorities
• Capability to teach and train
• Experience in supporting MEIA markets is a plus
• Fluent written and spoken English is a must, Arabic is a plus
• Willing to travel on occasion across the Region and further afield