Business Analyst Service Management

Shimano Europe Group; Eindhoven; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working policy

27 days annual holidays

Pension plan

Travel allowance

Exciting activities

Job summary

A leading company in sporting goods manufacturing in Eindhoven is seeking a Business Analyst Service Management. In this role, you will enhance and expand the Salesforce Service Cloud template and work with various stakeholders. The ideal candidate has a bachelor's degree, 3-5 years of relevant experience, and strong analytical skills. This position offers a flexible working policy and a competitive salary with bonuses.

Qualifications

• 3-5 years of experience in system maintenance/improvements or similar.
• Experience in (Customer) Service Management is a big plus.

Responsibilities

• Identify and drive improvements across the end-to-end service journey.
• Collaborate with stakeholders to elicit and manage business requirements.
• Drive the implementation of Salesforce Service Cloud and related service initiatives.

Skills

Analytical mindset

Customer-oriented

Proactive attitude

Fluent in English

Detail-oriented

Education

Relevant bachelor’s or master's degree

Tools

Salesforce Service Cloud

Salesforce CRM certification

Job description

Join to apply for the Business Analyst Service Management role at Shimano Europe Group

Join to apply for the Business Analyst Service Management role at Shimano Europe Group

Direct message the job poster from Shimano Europe Group

Are you driven by the challenge of enhancing user experience through smart process and system improvements? Do you enjoy translating business needs into effective solutions?

We are looking for a Business Analyst with a strong analytical mindset and a holistic view to enhance and expand our Salesforce Service Cloud template and related business services.

This position is part of the E-Business team within the Commercial Operations department. Together with our colleagues in Sales Operations and Brand Coordination we provide a variety of shared services aimed at enabling our 20+ local offices across Europe to run as efficiently and productively as possible.

You will act as a "bridge" between the team and multiple stakeholders, including Customer Service Team, Product Owner, Global Process Owner, and the global head office in Japan.

Your mission: deliver the best possible Service experience for users by defining, validating, and designing new or improved business services—both internal and customer-facing.

The Challenge

• Identify and drive improvements across the end-to-end service journey by proactively analyzing pain points and proposing effective, user-centric solutions.
• Collaborate with stakeholders to elicit, analyze, and manage business and solution requirements using industry best practices and analysis tools
• Develop business cases for improvements to help take data driven decisions
• Drive the implementation of Salesforce Service Cloud and related service initiatives across different departments, mitigate risks, resolve issues, and ensure on time delivery
• Contribute to cross-functional projects involving Service and Warranty
• Operate effectively within small and large teams independently, serving as a proactive change agent and advocate for sustainable transformation

Who we are looking for

• A relevant bachelor’s or master's degree
• 3-5 years of experience in system maintenance/improvements or similar, preferably in an international B2B environment
• Customer & result oriented with a proactive attitude
• You feel comfortable in a dynamic, international environment and are a self-starter and team player
• Analytical and Data-driven: Base your proposals on facts rather than opinions
• You are accurate and have an eye for detail
• Fluent verbal and written communication skills in English
• Experience in (Customer) Service Management is a big plus
• Working knowledge of Salesforce Service Cloud is a plus
• Knowledge of and certification in Salesforce CRM (such as Salesforce Administrator) is a plus

What do we offer

• An informal yet professional international working environment.
• Flexible working policy that includes 1or 2 days a week working from home.
• A competitive salary including bonus opportunities.
• 27 days annual holiday plan
• Pension plan.
• Travel allowance.
• Loads of exciting (mostly sports and outdoor related) activities.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst

• Industries

  Sporting Goods Manufacturing

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