CRM Business Process Analyst – Brussels, Belgium

Business Process Analyst CRM

In the frame of projects, he / she is responsible for:

  • Designing and analysing AS-IS and TO BE business process
  • Designing KPI’s and ensuring ownership to monitor business process
  • Translating the business processes into an exhaustive Business Processes and Requirements Documents
  • Prepare and coordinate the business acceptance phase
  • Monitoring E2E business process once in production during a relevant and limited timeframe to get conclusion on business process effectiveness

Key responsibility areas

  • In the frame of a project works closely with business stakeholders and Subject Matter Experts (SMEs) involved in a business process to:
  • Describe business process needs, business process paint points or issues
  • Designs AS-IS and TO BE Business Processes
  • Analyze business process to recommend business process evolution,
  • Identify KPI’s to monitor TO-BE business process efficiency
  • Document business requirements
  • Document business acceptance strategy and test book
  • Coordinate the business acceptance phase execution
  • Uses tools and techniques to:
  • Prioritize and Document business needs/requirements with business stakeholders
  • Document and analyze AS-IS & TO BE business processes
  • Facilitate the construction of the IT functional solution to meet the TO BE business processes
  • Examine processes holistically to understand the impact of changing them on people and business operations
  • Once the project has moved to production, monitor and measure business process performance to ensure consistent value delivery. Analyze the collected data to identify and drive if necessary business process improvement. Demonstrate the business added value of the business improvement and get buy-in from the stakeholders/SMEs on the change to be applied

Your profile

  • Worked in CRM projects (Salesforce, MS Dynamics, Siebel, Peoplesoft, etc.), either in the set-up of a new CRM, or in the migration of an existing one.
  • Writing use cases & business process
  • Writing business requirements
  • BABOK (optional)
  • ARIS (optional)
  • BPMN 2.0 (optional)
  • eTOM (optional)
  • UML (optional)
  • SharePoint (optional)
  • Quality Centre (optional)
  • Education, specific training and experience: University degree
  • Minimum 5 years of relevant experience
  • Experience in designing business process and documenting business requirements
  • Knowledge in business analysis (BABOK), UML and BPMN 2.0 is an asset
  • Strong skills in Process Mapping, Process Modeling and Business Process Reengineering
  • Strong analytical skills with a demonstrated ability to extensively analyses business processes and workflows to get efficient business processes
  • Experience facilitating workshops and focus groups
  • Experience with mapping tool(s) (MS Visio, ARIS tool, Mega, Enterprise Architect) and methodologies/notation (BMPN / UML)
  • Experience soliciting, gathering, analyzing, user input and requirements
  • Experience authoring requirements definition and related documentation
  • Strong organizational, project, and time management skills
  • Business Process Modeling (BPM), Business Analyst (BA) or Lean/Six Sigma Certification is a plus
  • Effective communication skills at all levels
  • Ability to give advice and also be assertive
  • Presentation skills
  • Ability to compromise on solution with multiple parties
  • Ability to develop relationships with others
  • Professional and enthusiastic approach
  • Diligent with attention to detail
  • Ability to work under pressure
  • Collaborative and dynamic
  • Self-motivated & self-sufficient
  • Persuasive
  • FR/EN or DU/EN and ideally FR/DU/EN

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