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IT Customer Support Business Analyst
4 years ago
Job Description
Within Ubisoft IT HQ teams, you will join the team responsible for building customer-oriented tools & applications (CRM, Customer Service and Community Management). In an international scope, you will closely work with internal business partners, with a specific focus on Customer Support.
WHAT YOU'LL DO
- Actively help improving Customer Support tools in order to bring the best customer experience for our end clients. The end goal being to provide them the best help in case they encounter a problem when consuming a Ubisoft product.
- Develop a strong understanding of business stakes as well as the usage of Customer Support tools
- Collect, understand and if needed, challenge the needs of business partners (CS teams)
- Carry out, with our business partners, thorough functional analysis to specify in details Customer Service needs
- Formalize detailed requirements out of these analysis
- Ensure global coherence of the needs
- Act as a functional reference within IT on the scope of Customer Support applications
- Identify improvement areas of our tools and make recommendations to business partners in order to maximize the added value of our tools for our end clients.
- Possibly participate in user trainings for newly developed features
- Along with Business partners, maintain a very good knowledge of the Salesforce application used by the Customer Support teams and ensure the most efficient use of it.
Qualifications
WHAT YOU'LL BRING
- At least 3 years of experience in business analysis
- Salesforce Service Cloud experience is a plus
- Proven ability to work in a dynamic international environment
- Excellent understanding and restitution of business issues
- Excellent visual representation of business needs and writing skills
- Ability to work on multiple subjects at once if needed
- Availability for frequent travel (every 3 months)
- Excellent structuring skills
- Great curiosity and interest in deepening and formalizing subjects
- Ability to ask lightening questions, remove uncertainties, resolving conflicts
- Team player, ability to work with openness, respect and kindness with peers
- Ability to get out of his comfort zone and to be results oriented
- Perseverance, autonomy, ability to take initiative
- Good communication and organization
GOOD TO HAVE
- Good understanding of technical areas related to databases, web services and technical design of computer systems
- Proven experience in agile projects (Scrum, Kanban)
- Strong interest in the video game industry
- Proven experience in the field of Customer Management
Additional Information
WHAT YOU'LL GET
- Medical, dental, and vision coverage
- Employer HSA contribution (with enrollment in a HSA eligible medical plan)
- 401k match
- Paid vacation, holiday and sick time
- Fitness, physical, and eSports challenge reimbursements
- Rocket Lawyer online legal service membership
- Paid parental leave
- Paid time off to volunteer
- Pawternity – paid time off to bond with a newly adopted pet
- Sabbatical leave available after 5 years of employment
- Generous discount on new Ubisoft games
Ubisoft is a leading producer, publisher and distributor of interactive entertainment products worldwide and has grown considerably through a strong and diversified line-up of products and partnerships. Ubisoft has offices in 24 countries and sales in more than 50 countries around the globe. It is committed to delivering high-quality, cutting-edge video game titles to consumers. To learn more, please visit www.ubisoftgroup.com.
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, and age or disability status.
Company Description
Ubisoft is composed of over 17,000 talented people located in 55+ development studios and offices across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.
Ubisoft’s worldwide network of video game development studios and business offices work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more. Ubisoft is a global leader in the video games and entertainment software industry.
Ubisoft is committed to enriching player’s lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities.
Are you looking to work with enthusiastic experts who are tackling game-changing challenges in entertainment and beyond? At Ubisoft, we offer an open environment where bright ideas are given a chance to shine and everyone is eager to share knowledge.
Take entertainment to the next level. Join us and create the unknown.
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