Business Analyst

Job Description

As our new Customer Service Business Analyst, you'll have the opportunity to: Collaborate with CS Product Managers to define a blueprint for CS tools and identify improvement opportunities. Participate in solution evaluation and feasibility analysis with business and technical teams Gather business and software requirements such as scope, process flow, alternatives and risks. Translate requirements into functional and technical specifications, use cases, process diagrams to secure alignment with development and testing teams. Conduct impact analysis, gap analysis and change requests effectively across projects Evaluate and flag risks related to implementation, testing and launch. Support the launch of products/features into the market and locally optimize them over time based on data insights, market developments and customer feedback. Maintain up-to-date record of the key customer-impacting defects. Prioritize defects from operations perspective and facilitate workaround / customer defense messaging for CS during incident. Understand and manage the wider business dependencies and needs to ensure your plans can be completed in the given timeframe and achieve the objectives set. Enjoy the fantastic DAZN culture and the constant challenge to make DAZN every sports fans favorite destination! You'll be set up for success if you have: 8-12 years of BA experience supporting business solution software, enhancing current product features and functionalities, and analyzing new project requirements. Experience working with CS teams and delivering against key CS KPIs such as cost, contact volume and customer satisfaction. Strong knowledge of CS Tools such as Salesforce, ZenDesk, ChatBot, Social, WhatsApp. Understanding of agile delivery methodologies and product development tools such as Jira A can-do attitude, able to take requests, understand the most important needs of the business and prioritize them accordingly. Problem-solving skills, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask in delivering work to high quality. Strong stakeholder management to enable you to be a key contributor. The drive to make a difference in a very fast paced and challenging environment. It would be great if you had these desirables too: On-going drive for learning and ability to apply new knowledge and skills An understanding of the OTT marketplace and/or sports customers and global operations team. enhancing current product features/ functionalities. KPI focused