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Business Analyst - Customer Support

Posted 22 Mar 2024
Work experience
4 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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As pioneers in audio and video technology, we at Poly uniquely understand the power of human connection. We've seen it drive innovation, solve problems, inspire action and power productivity. We are bringing together our portfolio of high-quality, proven products and services to connect people to what matters most -- whether it's their colleagues, customers, playlists or favorite games. Together, our technology will keep that connection strong and fuel a future collaboration and understanding, in spite of circumstances, distance or time zones.

Role: Business Analyst - Customer Support

Location: Hoofddorp

Please note that this is a temporary, 7-month maternity cover position.

We are looking for an experienced Business Analyst with great Salesforce expertise to join our team.

The role:

  • Serve as the major resource for the management, training and coordination of all systems and tools used by the Poly Global Services Tier 1.
  • Primary responsibilities include designing, deploying, reporting, testing, and coordinating business requirements with IT specific to Salesforce Service Cloud CRM, Telephony platforms or other integrated third-party applications.
  • Further responsibilities include analytics and reporting (Salesforce, Power BI and OBIEE).
  • Work closely with Service personnel within Poly Global Services Tier 1 Technical Support to identify and maximize opportunities to use information and technology to improve service delivery and/or business processes.
  • Coordinate the development of all approved system/tool changes. Suggest changes to senior management using analytics to support recommendations. Actively participate in the implementation of approved changes.
  • Develop and review use cases and other technical documents with IT project staff to ensure business requirements are adequately reflected in technical planning documents and prioritized against the backlog.
  • Collaborate with designated team(s) to update existing processes, support systems and documentation to reflect newly deployed business processes or system changes.
  • Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement for Poly Global Services Tier 1
  • Assist in preparation of department/corporate presentations.
  • Perform daily, weekly, monthly and ad-hoc reviews plus analyses of current processes using operational metrics and reports for Poly Global Services Tier 1.
  • Attend training classes to increase knowledge of software programs, company information, time management, or other skills as required.
  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.

Required Qualifications:

  • A bachelor’s degree in business or related field
  • A history of leading and supporting successful projects in a customer support environment.
  • A minimum of 4 years’ experience in business analysis or a related field ideally in a publicly listed organization
  • Proficient in Admin for Salesforce.com – preferred Certified Salesforce Administrator (ADM 201)
  • Integrity and a strong work ethic with a high level of attention to detail
  • Competency in Microsoft applications including Word, Excel, and Outlook.
  • Proactive and self-starter with experience in owning processes and results.
  • Fluent English.
  • Written and verbal communication, including technical writing skills.
  • Detail oriented, analytical and inquisitive.
  • Ability to work independently and with others.
  • Extremely organized with strong time-management skills.

What do we have to offer?

  • Join a fun and supportive global team, going through a journey of change and globalization, truly making an impact on Poly’s success in the future.
  • Join a community that sets high standards, actively supports personal and professional development, and strives to provide an optimal work life balance.

Poly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

We give you the opportunity to drive your career and development as you want it to. We will also offer a competitive salary and bonus scheme as well as a variety of flexible benefits to suit you that include annual leave, pension scheme, Life Assurance, Dental, and Medical etc.

Poly is the global communications company that powers authentic human connection and collaboration. Face to face, we sift and sort millions of verbal and non-verbal cues to glean meaning. Poly is finding new ways to inject these cues into audio and video communication to replicate the face to face experience. To build intimacy. To break walls and span distance. To nurture the simplicity and beauty of human connection. One to one, one to many, many to many.

Telecom
Hoofddorp
3,000 employees