Job Description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

About the Role

We are seeking a highly skilled Senior Business Analyst / Product Specialist to join the Richemont Group Technology Customer Services team. In this pivotal role, you will provide enterprise-level expertise to drive the design, rollout, maintenance, and support of our core Customer Services solution for repair management and integrated applications.

As a key member of our team, you will bridge the gap between business needs and technical execution. Whether leveraging your strong change management skills as a business consultant or driving functional and technical delivery within an Agile environment, you will translate complex business requirements into innovative, scalable solutions. You will ensure seamless integration between our custom web applications and core enterprise platforms, including PEGA, Salesforce (Service Cloud & Marketing Cloud), and SAP.

Reporting directly to the OmniCS Tech Team Lead, you will act as a trusted advisor to global stakeholders, supporting our worldwide template and preparing our ecosystem for future-state integrations, including SAP S/4HANA.

Key Responsibilities

• End-to-End Delivery: Own the full delivery lifecycle - from analysis, design, and functional specification to deployment support and comprehensive documentation - for all assigned initiatives.
• Solution Optimization: Proactively evaluate system performance and business processes to identify, design, and recommend system enhancements.
• Technical Estimation & Strategy: Partner with the Tech Team Lead to estimate implementation efforts, define project scope, and formulate delivery strategies.
• Knowledge Management: Leverage and enrich internal knowledge bases, technical documentation, and troubleshooting guides with newly resolved issues and best practices.
• Innovation & Best Practices: Stay abreast of market trends and emerging technologies, proposing innovative solutions that benefit the Omni CS domain while promoting product quality standards.
• Cross-Functional Collaboration: Partner closely with developers, Product Owners, Scrum Masters, QA, and business stakeholders to optimize operations and support change management efforts.
• Agile & Project Delivery: Fully participate in all Agile ceremonies (Daily Stand-ups, Sprint Planning, Refinement, Reviews, and Retrospectives), keeping project management tools (Jira, ServiceNow) meticulously updated. Adapt seamlessly to waterfall project delivery models when required.
• Incident & Bug Management: Analyze, triage, and coordinate the resolution of system bugs and issues in close tandem with internal and external development teams.
• Compliance & Governance: Ensure all solutions comply with internal policies, security standards, and local regional legislations.

Qualifications & Requirements

Education & Experience

• Degree: Bachelor’s or Master’s degree in Computer Science, Software Engineering, Information Technology, Business Administration, or a closely related field.
• Experience: A minimum of 5 years of proven experience as a Business Analyst, Product Specialist, or Solution Architect within an enterprise environment.
• Domain Expertise: Strong hands-on experience with Customer Service domains, specifically focusing on:
• End-to-end Repair Processes
• Customer Service Portals & Workflows
• Case Management systems

Technical Skills & Integration

• Ecosystem Integration: Proven experience working within highly integrated, complex IT environments.
• APIs & Event-Driven Systems: Hands-on experience working with both synchronous and asynchronous integrations (REST APIs, Event-Driven Architecture).
• API Testing Tools: Proficiency in testing and consuming APIs using tools such as Postman or Kong Insomnia.
• Collaboration & QA Tools: Strong familiarity with the Atlassian Suite (Jira, Confluence, Jira Product Discovery) and test management tools (e.g., Zephyr).
• Specification Delivery: Strong track record of drafting precise, clear functional and technical specifications for development teams.

Preferred / Nice-to-Have Skills

• Prior experience with composable/decoupled architecture and designing canonical data models.
• Familiarity with enterprise platforms such as PEGA, SAP (CS / S/4HANA), and Salesforce (Service Cloud, Marketing Cloud).
• The ability to read, debug, and troubleshoot HTML and/or ABAP code.
• Experience integrating data models with modern Data Platforms (e.g., GCP, Looker).
• A foundational understanding of web application development practices.

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