Reference code: JR130159
Richemont, l’un des leaders mondiaux dans le secteur du luxe, possède différentes Maisons spécialisées dans la joaillerie, l’horlogerie et les accessoires haut de gamme. Chaque Maison incarne fièrement une tradition de style, de qualité et d’artisanat et Richemont s’efforce de préserver l’héritage et l’identité propres à chacune d’elle. Dans le même temps, nous nous engageons à innover et à concevoir de nouveaux produits en accord avec les valeurs de nos Maisons, à travers un processus de créativité permanente.
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.
