CRM Business Analyst

⁠⁠⁠ The successful candidate will form part of a level 2 service desk team to investigate business application incidents raised by staff and manage escalations of priority issues.
The Candidate will have;

Strong verbal and written communication skills in order to liaise with business staff, technical teams and customer’s

Exceptional problem-solving and investigation skills

Sound knowledge in basic ICT troubleshooting

Strong verbal and written communication skills, in order to liaise with business staff, technical teams and customers to investigate problems

Investigate, triage and resolve level 2 incidents and requests via an incident management system (HPSM)

Apply best practice ITIL methodology for incident management and service requests

Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.

Utilise ticketing system to accept, resolve and triage incidents, as well as handle critical incidents raised to the team by email.

Perform occasional data analysis and reporting in excel, including identifying trends and root causes in data

Experience in using the following systems:
• SAP CRM System
• SAP Payment System (SAP PSCD)
• Incident (Ticket) Management System (HP Service Manager)
• Microsoft Excel ( Proficient advanced skills)