Product owner Offres d'emploi - Genève, GE
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Product owner • geneve ge
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MSC Mediterranean Shipping CompanyGenève, CHCRM Business Analyst - MS Dynamics 365 for Customer Support
As a key member of the Development Services team, reporting directly to the CRM Product Owner, the CRM Business Analyst will facilitate the integration and implementation of our Dynamics 365 (D365) CRM Solution for Customer Support (CS), aligning it with the company’s operational goals and customer service requirements.
In this role, you will be crucial in positioning IT as a strategic business partner that understands customer service strategy and enhances support processes and operations through technology.
We are looking for candidates with exceptional organizational skills and a process-oriented mindset, who are knowledgeable about Dynamics 365 CRM for Customer Support capabilities, processes, best practices, and the overall application landscape.
Strong communication skills are essential for driving clarity and consensus around business requirements and presenting technology solution options to both technical and non-technical stakeholders across multiple locations.
Success in this role requires a constant focus on delivering simple, holistic, and intuitive user experiences. You will oversee the entire CRM workstream under your responsibility (including customer interactions, service requests, case management, and knowledge management) and collaborate with business stakeholders to ensure the solution meets their needs.
Key Responsibilities
- Lead internal meetings with relevant business stakeholders to formalize business requirements and ensure CRM stream results for customer support.
- Define and document new product capabilities by translating business requirements into D365 CRM Customer Support features.
- Serve as a subject matter expert (SME) for technical and functional solutions within the D365 CRM Customer Support application.
- Design technology solutions by prioritizing native application features first, using configuration and code that follow best practices. This approach minimizes technology debt, allows users to manage data independently from IT, and remains sustainable and flexible for future growth.
- Participate in all steps of solution delivery, from ideation through production stabilization. This includes system configuration, unit testing, mass data maintenance, and leveraging deployment automation tools, all while adhering to IT-controlled procedures.
Knowledge, Skills & Experience
Eligibility : In order to apply to this role, you must be eligible to work in Switzerland, or hold EU or Swiss citizenship.