Business Analyst - Customer Service

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

We are seeking a Mid-Senior BUSINESS ANALYST / PRODUCT SPECIALIST to join the Richemont Group Technology - Customer Services team and provide enterprise-level expertise for our area.

In this role, you will lead and contribute to the design, rollout, maintenance, and support of our core Customer Services solution for repair execution and integrated applications, As an experienced business consultant with strong ability for change management, functional and technical architecture, you will capture and translate business requirements into innovative solutions, ensuring seamless integration with PLM platforms, our SAP ERP template, and other enterprise functions.

Reporting to the CS Tech Team Lead, you will act as a trusted partner for internal stakeholders. You will contribute to the delivery of reliable and scalable solutions, and to the support of our worldwide Customer Service template relying on a dedicated web application, with an eye toward future integrations with platforms such as S/4HANA and other applications.

To be qualified for this role, you should hold a degree in a relevant field, such as Engineering, Computer Science, Software Engineering or Business, with experience on:

• Web Application environments
• Product Lifecycle Management platforms
• Master Data Management
• Repair Processes
• Customer Service Portals
• Workflows and Case Management

Some technical experience is highly appreciated:

• Web and Cloud technologies
• System and Solution Architecture
• Synchronous and Asynchronous integration (oDATA, REST APIs, Event-Driven Architecture)
• Quality Assurance principles, Test strategy definition, preparation, delivery and coordination
• Integration with Data Platforms such as GCP/Looker
• SAP CS, SAP PM, SAP MDM
• Performance optimization
• Experience in Low Code Development Platforms, namely PEGA, Mendix

Ultimately, you will serve as a trusted partner for our internal customers. They will rely on you to provide timely, accurate and effective solutions to their technical problems.

KEY RESPONSIBILITIES

• Take full responsibility for the full delivery of topics assigned to you (analysis, design, specification, test design, unit test execution, UAT organization, deployment, and documentation).
• Evaluate system issues and proactively suggest enhancements to enrich the solution.
• Assist the Tech Team Lead in estimating and challenging the implementation effort.
• Refer to internal database or external resources to provide accurate tech solutions. Enrich the internal database with newly identified issues.
• Work closely with cross-functional teams (Other consultants, Developers, Product Owners, Scrum Masters, Tech Leads, QA) aiming to improve operations and provide recommendations for change.
• Attend Agile ceremonies, manage delivery activities of the product in Jira. In the context of a project, adapt to the delivery model and timeline of the project.
• Contribute to and enforce best practices in the delivered product.
• Develop a customer-oriented mindset and a culture of trust and transparency.
• Respect internal compliance rules and be consistent with local legislation whenever applicable.
• Participate in the delivery of bug fixes in tandem with the internal and external development teams.

REQUIREMENTS

• Minimum 5 years of proven work experience as a Senior Business Analyst/Product Specialist/Solution Architect
• Excellent problem-solving, communication skills and high attention to detail
• Hands-on experience with Web Applications in the Customer Service domain
• Experience in Product Lifecycle Management (Windchill)
• Experience in a highly integrated SAP ECC ecosystem; S/4 HANA is an asset
• Hands-on experience with consuming and producing synchronous and asynchronous APIs, usage of Postman/Insomnia, Open API Specifications
• Keen to learn other technologies
• Knowledge of Waterfall and Agile methodologies and its ceremonies (Scrum, Kanban)
• Knowledge of IT collaboration tools such as Atlassian suite (Confluence, JIRA), ServiceNow and Zephyr
• Excellent in English both written and spoken; other languages are a plus

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