RH

3D Systems

Services Business Analyst

Services Business Analyst – 1900006N
Description

Services
Business Analyst:
 Analyzes, designs, and implements changes to points of services between
the users and systems to enhance user/customer experience with services systems
and improve process efficiencies. Identifies and communicates areas of improvements in
client experience to enhance systems and services. Serves as user/customer
advocate and recommends and implements client feedback that influences and
supports business decisions. Designs and implements systems for collecting,
consolidating, and analyzing user/ customer interaction data to produce metrics
and identify areas for improvement. Collaborates with business leaders and
cross-functional teams as a customer advocate to integrate client feedback and
experience into decisions on processes, products, and service offerings to
improve client usability, satisfaction, and efficiency. May reach out to users,
customers, interact with website users, and/or conduct focus group meetings to
vet ideas and prototype solutions before implementation.

Job
Description:

  • Represent Global Customer Services as
    key stakeholder for IT projects to define and meet internal customer
    requirements, perform alpha testing, coordinate beta testing, assemble and
    interpret user feedback, train end users, and oversee roll out
  • Continuously assess current systems
    and tools, and devise plans for improved accuracy, efficiency and utilization
    in collaboration with Customer Services and IT
  • Define, implement, document and train
    on system process and updates
  • Generates ad hoc reports and regular
    datasets or report information for end-users using system tools and database
  • Programs and maintains report forms and
    formats, information dashboards, data generators, canned reports and other
    end-user information portals or resources
  • Backup as Salesforce administrator as
    needed for administration and support on Salesforce and ServiceMax platform,
    including but not limited to managing multiple user setup, profiles, roles and support
    processes within system
  • Review, monitor and address any
    issues with Case management with our internal users and Partners

 

Qualifications

Education/Experience:

  • Bachelor’s degree is required
  • Six Sigma Certification, Green Belt or higher
  • Ability to transform business requirements into technical solutions and then implement
  • Ability to prioritize and simultaneously work on multiple tasks and projects
  • Experience with Salesforce.com to create custom reporting, modify pages, views and dashboards a plus
  • Salesforce.com administration certification a plus

Work Requests:

  • Perform work activities and complete duties in a timely manner
  • Demonstrate punctuality, reliability and acceptable attendance
  • Accept responsibility for assignments

Knowledge, Skills and Abilities:

  • Must be expert in leveraging tools and frameworks to analyze and summarize data
  • Excellent communication, motivational and presentation skills
  • Self starter and proactive, owns responsibility of role

Information Technology / Other

Tagged as: Analyst, business, client, customer advocate, customer service, design, feedback, global