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Business Analyst (Service Management)

To support our Customer Service Team, we’re looking for an analytical person with a holistic view.

In the Customer Service team you will be mainly responsible to define, validate and design new business services or updates to current services, including internal or external (customer-facing) services.

Next to this the Business Analyst will be defining the “to be” (Service Management) business processes.

You will be representing the Customer Service team and will act as a "bridge" between the team and several internal stakeholders like: IT, Digital Transformation Team, Global Process Owner and Product Owner.

The Customer Service team consists of 5 Technical Product Specialist who are very experienced and skilled and will support you any way they can.

You will be joining the Service Team. Key words for the team are: supportive, approachable, humoristic, flexible, sporty. We work hard but we know how to have fun and relax. This means that the team is going on lunch walks, Social Rides after work and is joining Shimano supported events, if possible, like the Amstel Gold Race and this year’s start of the Vuelta in Utrecht.

The Challenge

• Create, analyze and maintain customer journey / experience maps. 
• Improve the service management lifecycle. Analyze and improve service modeling and definition, service planning and configuration, service request and provisioning, service delivery, service monitoring and support, service level agreement / service performance and service improvement.  
• Promote the adoption of service management practices and service orientation within the enterprise. 
• Identify and analyze problems and opportunities in business operations. 
• Describe the current and future state of the business, analyze gaps and formulate improvement initiatives covering business information, processes and applications, leading to simplified, automated and integrated business execution and digital solutions. 
• Communicate and collaborate with management and customers, and with business and technology stakeholders to understand the context and environment of the analysis and to help translate strategy into business and stakeholder requirements. 
• Elicit, capture, analyze and manage business, stakeholder and solution requirements, effectively applying best practices, standards and a broad set of business analysis techniques and tools. 
• Collaborate with project managers, analysts and external parties within the scope of business analysis work and as team member in improvement initiatives. 
• Work comfortably both as part of a small or large team, but also with a high degree of independence and proactivity. Is a change agent and an advocate for sustainable transformation. 

What are we looking for?

• Professional experience in completing several (digital) transformation and improvement projects in a role as Business Analyst, Product Owner or similar.
• Experience in the analysis of operations, processes and systems in various sectors or industries
• Experience in (Customer) Service Management is a big plus
• Knowledge of project management (Prince2 or PMI, PMBOK) 
• Knowledge of enterprise architecture (plus) 
• Knowledge of Agile (plus) 
• Proficient in business service and process diagramming and modelling. 
• Graduated on a Bachelor degree or higher
• Excellent verbal and written communication skills In English

COMPETENCIES 

• Ability to describe and analyze problems at different levels of abstraction 
• Advocate for the customer (e.g. voice of the customer), commitment to service excellence 
• Critical and analytical thinking to solve problems with different levels of complexity 
• Proactivity and autonomy to initiate and complete assigned work 
• Willingness and enthusiasm to collaborate and work as a team 
• Professional and ethical management 

What do we have to offer?

Shimano and its subsidiaries offer a pleasant, informal working environment with colleagues who work well together, and are proud to work for Shimano. Next to good working conditions, Shimano offers you the opportunity to work in a responsible and challenging position within a dynamic, international and ambitious environment. Together we want to win therefore we have a strong focus on team achievement.

How to get in touch!

If you have any questions regarding this vacancy please get in touch with:

rick.goyen@shimano-eu.com