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Global Tech Hub BCN - Analyst - Consumer Engagement Services (CES) - Salesforce Service Cloud

Global Tech Hub BCN - Analyst - Consumer Engagement Services (CES) - Salesforce Service Cloud

Esplugues Llobregat, B, ES, 08950

Esplugues Llobregat, B, ES, 08950

About IT in Nestlé

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.

To strengthen our IT Marketing Sales & E-Business group, we are looking for an Analyst to complete our Consumer Engagement Services (CES) team.

Position Snapshot

Nestlé Global Tech Hub in Barcelona, Spain 

Undefined period of time contract, act. rate 100%

Position Summary

In this position, you will serve as a liaison between the IS/IT and business Consumers and Customers. As part of the CES Product Team, you will translate business strategies, opportunities, threats and needs into user stories and functional requirements, and you will then play a key role within the Product Team to specify, test and deploy those as part of CES product roadmap.

You will support the delivery of global CES solutions (based on Salesforce Service Cloud technologies) allowing Advisors in Nestlé Contact Centers to deliver personalized consumer experiences, through multiple channels (mail, phone, messaging apps, live chat, chatbots), using cutting-edge AI-powered technologies enabling service automation. This will give you a unique opportunity to contribute to a global CES transformation aiming to deliver always-on, friction-free, easy access and personalized experiences to Nestlé consumers.

A day in the life of...

  • Partner with business and IS/IT to elicit, analyze, translate, and document business requirements, pain points or opportunities into IS/IT requirements.
  • Translate business requirements into user stories and functional specifications.
  • Analyze, document and test program development, logic, process flows and specifications.
  • Document training materials for the product area.
  • Consult & advise stakeholders on best practices and solutions to influence the success of potential projects.
  • Deliver training to the end users, deployment and support teams.
  • Support IS/IT Project Manager to deliver the go-to-market launch strategies for these new product initiatives.
  • Design business scenarios and use cases for the product mix, including product introduction, specification and the change management required to maximize its adoption/value.
  • Work with IS/IT Product Managers to define the minimum viable product (MVP) and roadmap that satisfies the business need.
  • Identify gaps in existing functionalities, options for improvement and opportunities for process automation.
  • Responsible for identifying security & compliance requirements, including roles, associated with the business process and ensure they are considered in the solution design.
  • Collaborate with internal team, our vendors and system integrator partners to deliver the product evolution roadmap to our end-users

What Will Make You Successful?

  • Bachelor's degree in business, information systems or related discipline, or equivalent; M.B.A. preferred
  • 2+ years of relevant experience of business analysis in a relevant functional area (consumer engagement services, consumer relationship center) and previous experience as analyst
  • First project management experience
  • Experience with effective communication at different levels in the organization and in English
  • Experience working in a global environment and with virtual teams is a plus
  • Good understanding of business complexity and interdependencies
  • Understanding of business processes and ability to translate it into application requirements
  • Strong background in two or more areas: customer service, omni-channel service, digital channels (including messaging apps, live chat, social media), self-service portals, AI-powered chatbots and solutions to increase agent productivity
  • Business experience in Consumer Engagement Services/ Consumer Relationship Centre is beneficial
  • First experience working in an Agile/DevOps environment is a plus
  • Knowledge of Salesforce Service Cloud (preferably both Classic and Lightning)
  • Knowledge of Salesforce Communities, Live Agent, Einstein, Social Studio, Chatbot technologies is a plus
  • Out-of-the-box mindset and ability to come up with workarounds
  • Interest in product evolution driven by end-user feedbacks

Join us!

Show us that you are passionate of consumer engagement services, product management, fast learner and a team player who the capability to see the complete picture and is used to working with agile practices. Furthermore, you must have the ability to go below the surface, beyond the obvious and to articulate thoughts. Your change management capabilities, strategic thinking and willingness to do whatever it takes to deliver on a deadline will set you apart among the other candidates. Please don’t hesitate and apply in English at www.nestle.com/jobs. We are excited to hear from you!

 

The Nestlé Group is the world’s largest food and beverage company with 89.8 billion Swiss Francs in sales in 2017. It is present in 189 countries around the world, has 413 factories and its 323,000 employees are committed to Nestlé’s purpose of enhancing quality of life and contributing to a healthier future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their lives. Its more than 2000 brands range from global icons like Nescafé or Nespresso to local favourites. Company performance is driven by its Nutrition, Health and Wellness strategy. Nestlé is based in the Swiss town of Vevey where it was founded more than 150 years ago. Learn more about our Group and reasons to join us on www.nestle.com.

About IT in Nestlé

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.

To strengthen our IT Marketing Sales & E-Business group, we are looking for an Analyst to complete our Consumer Engagement Services (CES) team.

Position Snapshot

Nestlé Global Tech Hub in Barcelona, Spain 

Undefined period of time contract, act. rate 100%

Position Summary

In this position, you will serve as a liaison between the IS/IT and business Consumers and Customers. As part of the CES Product Team, you will translate business strategies, opportunities, threats and needs into user stories and functional requirements, and you will then play a key role within the Product Team to specify, test and deploy those as part of CES product roadmap.

You will support the delivery of global CES solutions (based on Salesforce Service Cloud technologies) allowing Advisors in Nestlé Contact Centers to deliver personalized consumer experiences, through multiple channels (mail, phone, messaging apps, live chat, chatbots), using cutting-edge AI-powered technologies enabling service automation. This will give you a unique opportunity to contribute to a global CES transformation aiming to deliver always-on, friction-free, easy access and personalized experiences to Nestlé consumers.

A day in the life of...

  • Partner with business and IS/IT to elicit, analyze, translate, and document business requirements, pain points or opportunities into IS/IT requirements.
  • Translate business requirements into user stories and functional specifications.
  • Analyze, document and test program development, logic, process flows and specifications.
  • Document training materials for the product area.
  • Consult & advise stakeholders on best practices and solutions to influence the success of potential projects.
  • Deliver training to the end users, deployment and support teams.
  • Support IS/IT Project Manager to deliver the go-to-market launch strategies for these new product initiatives.
  • Design business scenarios and use cases for the product mix, including product introduction, specification and the change management required to maximize its adoption/value.
  • Work with IS/IT Product Managers to define the minimum viable product (MVP) and roadmap that satisfies the business need.
  • Identify gaps in existing functionalities, options for improvement and opportunities for process automation.
  • Responsible for identifying security & compliance requirements, including roles, associated with the business process and ensure they are considered in the solution design.
  • Collaborate with internal team, our vendors and system integrator partners to deliver the product evolution roadmap to our end-users

What Will Make You Successful?

  • Bachelor's degree in business, information systems or related discipline, or equivalent; M.B.A. preferred
  • 2+ years of relevant experience of business analysis in a relevant functional area (consumer engagement services, consumer relationship center) and previous experience as analyst
  • First project management experience
  • Experience with effective communication at different levels in the organization and in English
  • Experience working in a global environment and with virtual teams is a plus
  • Good understanding of business complexity and interdependencies
  • Understanding of business processes and ability to translate it into application requirements
  • Strong background in two or more areas: customer service, omni-channel service, digital channels (including messaging apps, live chat, social media), self-service portals, AI-powered chatbots and solutions to increase agent productivity
  • Business experience in Consumer Engagement Services/ Consumer Relationship Centre is beneficial
  • First experience working in an Agile/DevOps environment is a plus
  • Knowledge of Salesforce Service Cloud (preferably both Classic and Lightning)
  • Knowledge of Salesforce Communities, Live Agent, Einstein, Social Studio, Chatbot technologies is a plus
  • Out-of-the-box mindset and ability to come up with workarounds
  • Interest in product evolution driven by end-user feedbacks

Join us!

Show us that you are passionate of consumer engagement services, product management, fast learner and a team player who the capability to see the complete picture and is used to working with agile practices. Furthermore, you must have the ability to go below the surface, beyond the obvious and to articulate thoughts. Your change management capabilities, strategic thinking and willingness to do whatever it takes to deliver on a deadline will set you apart among the other candidates. Please don’t hesitate and apply in English at www.nestle.com/jobs. We are excited to hear from you!

 

The Nestlé Group is the world’s largest food and beverage company with 89.8 billion Swiss Francs in sales in 2017. It is present in 189 countries around the world, has 413 factories and its 323,000 employees are committed to Nestlé’s purpose of enhancing quality of life and contributing to a healthier future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their lives. Its more than 2000 brands range from global icons like Nescafé or Nespresso to local favourites. Company performance is driven by its Nutrition, Health and Wellness strategy. Nestlé is based in the Swiss town of Vevey where it was founded more than 150 years ago. Learn more about our Group and reasons to join us on www.nestle.com.

Apply now »