Functional Analyst - Customer communication

Functional analyst for team Customer Communication OUTBOUND

Job description

Are you ready to work in a diverse and challenging environment, with interactions through the whole company? Are you the functional analyst we're looking for, to translate a key customer process into strong ICT capabilities?

If you think Customer Communication is boring… think again! We are a keystone in customer experience!

The department Customer Communication is responsible for processing all incoming and

outgoing communication to our customers.

The main activity of the Outbound team is handling all outgoing non-commercial

communications. Next to that we're also in charge of customer preferences, generating accounts statements and many more.

You will join an enthusiastic SAFe team with experienced colleagues in the domain.

Our team consists of team members from ICT and BUS working closely together for the same common goal: offer our clients stable systems and the best customer experience in customer communication.

We work on innovative projects to keep our processes future proof.

We interact with teams from all over the company as we offer them different services.

The key functionality is to send out communications via different channels to our customers.

For those channels we also work together with external companies such as Doccle, Soluz.io,

BOSA (EBOX), Symeta Hybrid, CM Telecom, … .

You can count on the support of experienced colleagues on all levels. In particular for your

function you can count on experienced functional analysts who can guide you through the

tricks of the trade.

Our digital workplace can be anywhere, physically we work from different headquarters. Gent is our main ICT location and our business team is represented at Mechelen. So, wherever you come from, you’re welcome!

Responsibilities

From the design phase until production, you as a functional analyst are responsible for the new or changed flows for which analyses need to be prepared. You will translate business needs further into concrete solution proposals and specifications.

This is done in close cooperation with our business analyst and the scrum team, consisting out of backend team members (technical designers, software engineers and developers from CTS) and of course the business colleagues.

Our specialization is the set-up of mainframe backend and data processes, but we also have

screen flows in our portfolio and are taking our first steps in bluecap development.

Your job would be a mix between maintenance analyses for our wide range of subsystems,

bug and incident solving and new project implementations. Don't expect a boring environment, because complexity is the common thread in our systems.

Needed Qualifications

• We're looking for someone with profound analytical skills who can quickly gain insight into

complex processes. We expect you to be able to work your way through the complex

landscape of our processes quickly.

• As we maintain a lot of capabilities, which are used throughout the whole company, we seek someone who has smooth communication skills and is strong in written and oral

communication (both in Dutch and English) so you can effortlessly interact with all of our

different stakeholders.

• We need someone with experience in functional analysis and data modelling. You will mainly work on analyses for mainframe back-end systems, but you need to know the interactions between front-end, midtier and backend as we have different of those processes in our portfolio.

• You have experience with pragmatic and solution-oriented thinking within an agreed scope. You identify risks and bottlenecks. You are always striving for quality and an optimal,

customer-oriented service. To achieve this, you can easily translate conceptual and strategic

concepts and plans into concrete solutions/advices and present them convincingly in a

language the whole team understands.

• We attach great importance to functional documentation. Knowledge of use case modelling is a plus.

• You have the ability to think along with your technical colleagues, to come to the best

implementation solutions.

• You are flexible and can quickly respond to unforeseen circumstances, last-minute

adjustments and, sometimes, tight deadlines.

• You have a good knowledge of agile SAFe project working fundamentals.

• You have experience with testing techniques and tools for functional testing.

• You have problem solving skills so you can help out with general incident handling.

• You are a real team player who has experience with teamwork and project-oriented work. At the same time you’re also able to work independently.