Business Systems Analyst, CRM

Logitech - Mississauga, ON (30+ days ago)

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Job Description

The Role:
The Business Systems Analyst will be part of the IT Digital Innovation team working closely with Customer Experience organization. As Customer Experience Business Analyst, you will work on project-based deliverables driving both strategy and execution across various customer touch-points. You have the experience and passion to deliver a world-class customer experience that not only improves lifetime value, but also surprises and delights. In addition to having the right vision, you have strong organizational, analytical, and problem-solving skills, and are eager to roll up your sleeves and execute with tenacity.

Your Contribution:
Move fast. Speak up. Decide and own. Drive change. Exceed customer needs. These are some of the winning behaviors you’ll need for success at Logitech. In this role you will:

Meeting with various members of the business team to scope and gather requirements for new projects and enhancements/bug fixes

Develop project plans including defining project scope, goals, deliverables, and roles and responsibilities

Performing day to day support/operation activities

Monitoring the production ticket queue for issues, performing root cause analysis to help troubleshoot problems

Implementing configuration changes (clicks not code) such as creating custom objects, fields and formulas, page layouts, workflow rules and reports depending on the application

Performing administrative functions such as handling internal user access requests, permission change requests and addressing general usability questions

Perform System Testing, Integration Testing, and Data Validation Testing of new and existing functionality before they are released to users

Coordinating User Acceptance Testing activities

Collaborating with other developers / architects / Application Technology Specialists as needed

Leverage business knowledge and expertise to identify opportunities for process improvements

Explore and leverage new technologies to drive digital innovation and growth of the organization

Key Qualifications:
For consideration, you must bring the following minimum skills and behaviors to our team:

5+ years experience working with Customer Experience and Sales & Marketing (B2B and/or B2C) systems

2-3 years of program/project management experience in a mid-size or large company with a proven record of successful delivery and customer obsession

Expertise with Salesforce Service Cloud, Zendesk or any other service platforms

Must work well in a team environment, interacting with both IT and Business stakeholders

Ability to work in a fast-paced setting and prioritize among competing tasks and assignments

Excellent written and oral communication skills

Ability to successfully manage complex business issues

Project Management Certification: PMP, CSM or equivalent a plus

Strong written and verbal communication skills and ability to present in a clear and concise manner to all levels within the enterprise

Ability to think clearly, analyze quantitatively, problem-solve, scope business requirements and prioritize tasks

Results oriented person with a proven track record of on-time project delivery for large, cross-functional projects with global stakeholders

Self-starter capable of taking initiative and working with minimal direction

Courageous and willing to stand up for their ideas within appropriate guidelines

Bachelor’s or Masters's degree in Engineering field, Computer Science or Information Systems

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.