JOB PURPOSE The CRM Business Analyst will work closely with the technical stakeholders and the CRM Manager on a global transformation program with particular focus on for articulating the CRM, Customer Engagement, Marketing Automation requirements and contributing in all the phases of the CRM evolution: feasibility analysis, design definition and governance of the developments and roll-outs. KEY ACCOUNTABILITIES • Gather functional requirements from the business, guiding the proposal from idea through stage gate approvals up to service delivery with an understanding of costs and benefits.• Ability to translate business requirements into functional solutions, ensuring scalability and resilience by assessing the compatibility of proposed architecture to ensure an integrated design across interdependent technologies.• Ensure the certification of the software produced through the execution of certification cycles defined in the testing strategy and the quality development policy.• Participate in the software life cycle for the correct deployment in the different work and production environments. Facilitating an integral and correct execution.• Develop test plans for given releases as well as execute system and integration test cases• Ability to take a topic of higher complexity and break it into topics that are digestible by technical and non-technical stakeholders• Be a strong advocate for adherence to standards and best practice. Understand the capabilities of the development team (both internal to MSC or through 3rd party), providing support and assistance when needed.• Internal presentations / trainings / communications and documentations of the application modules and newly developed functionalities• Manage multiple requests concurrently, each in diverse phases and with its own actors and technologies, being able to successfully keep up with their requirements and deadlines.• Participation in and leading critical situations raised by operations. Rapid response to critical issues raised in production. Working with globally distributed teams to analyse trouble shoot and isolate root cause of critical operational issues when they arise. • Works with globally distributed teams to analyse, trouble shoot and isolate root cause of critical operational issues when they arise.• Follows and executes implementation activities of specific initiatives based on project plans set by IT CRM Manager• Clear and time critical communications of migration activity and issues status for various levels or criticality QUALIFICATIONS (skills, competencies, experience) •+ 5 years of experience in CRM domain and business analysis.• Experience with at least one CRM platform among Salesforce and/or MS Dynamics.• Knowledge in Customer Engagement, Marketing Campaign Automation and CRM processes and tools• Hands-on in software development (package software).• Proficiency in reporting and advanced analytics tools for data preparation & visualization• Strong knowledge and experience of software development cycle, processes, and tools• Good knowledge of main metrics of attended and un-attended channels (i.e. CRM and digital sales channels);• Fluent in English, both oral and written. Any additional European language is an advantage.• Master's Degree in Computer Science, Management Information Systems or comparable discipline. VISA REQUIREMENTS (if any) • Right to work in Italy
