Customer Operations Business Analyst

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The role of Customer Operations Business Analyst is key to supporting the successful deployment of the Division wide CRM tool, Microsoft Dynamics. The role provides business focused technical support for the core implementation team acting as the main link between the SMI (=Sales, Marketing, Innovation) community and both the internal and external IT support partners.


Other key aspects of the role include:

  • Monitoring and managing the core team support email box ensuring users are responded to in a timely fashion
  • Developing and delivering functional and user testing sessions when needed (upgrades, new functionality, reported bugs)
  • Monitoring interfaces between systems to ensure data quality
  • Identification of any upcoming or newly released functionality and investigating how this would fit our business processes as part of the periodic upgrade process
  • Managing users, user privileges and license allocation to ensure efficient use of licenses
The Customer Operations Business Analyst reports to the Head of Customer Operations and will be based in Brussels, Belgium or Manchester/Milton Keynes in the UK. European travel is required up to 50%.

Main Responsibilities will include but not be limited to the following

Support & User Management

Provide BAU support to (key)users and follow our support processes

Attend weekly calls with IT and suppliers to monitor support performance and keep the key users up-to-date with progress/input need

Build training materials / eLearning modules to enable remote training

Manage periodic platform upgrades (investigation, testing, documentation)

Support CRM Roll-out: explanation of CRM processes (CR, Support, user management) and support key users/end-users training where needed


User Engagement

Ensure key user network is in place. Animate the KU community to maximise value and service from systems investments

Monitor usage KPI’s on a monthly basis and take action when required

Regular communication to CRM community on progress/change requests/projects/news about CRM

Conduct satisfaction and improvement survey once a year – prepare action plan to drive continuous improvement and adoption

Facilitation of regional workshops and training sessions when needed (new functionalities, CR’s, feedback sessions…)


Data Quality

Monitor data quality KPI’s and identify areas for improvement

Perform root cause analysis if inconsistent data quality

Agree data scope for new initiatives, undertake Improvements (data cleansing), and coordinate data migration requirements to new solutions.


Enhancements & Change Requests

Manage the change request process (collect, specify, prioritize, communicate and follow up)

Support application enhancements requests and assist business colleagues through all stages of projects - assisting the definition of requirements, process flow design, testing, acceptance

Test delivered changes (via test scripts)

Update existing support/training materials

Create clear user documentation for the delivered changes

If required (re-)train users on new/improved functionalities 


What we would like our candidate to have

Education & Certifications

  • Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience
  • Speaking multiple European languages is a plus. Fluent English is mandatory



Technical Requirements

  • Business Analyst methodology skills
  • Good communication skills
  • Understanding of technical (IT) documentation
  • MS Dynamics CRM 365 expertise (technically and functionally)
  • Ability to map business processes
  • Proactive, strategic and analytical mindset, result-oriented, accountable, and challenging with strong problem-solving skills





  • In depth knowledge of MS Dynamics is a major advantage, in depth knowledge of a CRM tool in general a must
  • Experience in user support in an international environment
  • Ability to operate and navigate in a multinational, corporate environment, preferably experience in working in matrix roles 




Reference Number DSS6250
Country Belgium (BE), United Kingdom (UK), France (FR)
Location Zaventem (BE)
Function Project Management
Division Packaging
Closing date for applications 24 October 2020