Business Analyst / Change Coordinator

Locatie

Amersfoort

Afdeling

IT

Niveau

Professional

As the preferred HR/Payroll partner of 1,500+ organizations, Visma/Raet is a prominent software development house. But we’re also an organization in transition. In part because of our recent merger, but mostly by choice. Examples include a shift to the DevOps paradigm, and an even stronger focus on customer-data driven development. Although ‘hardcore’ operational data provides valuable insights, our customer service department can greatly enrich customer awareness. E.g. by pointing out customer frustrations that don’t show up in raw data. But even though IT and customer service share an ambition to wow clients, they approach things from very different angles. Can you bridge that gap?

Here’s how you can help

Let’s set the scene first; as Business Analyst / Change Coordinator you will work in a SaaS software at scale environment for a mature HR cloud solution provider with over 500 clients and 20M monthly transactions. The IT team that supercharges this solution, is currently transitioning to DevOps. An exciting switch, especially because the team’s focus is also subtly changing. Instead of zooming in mostly on operational data to determine which changes should be made, we want to incorporate a broader customer perspective. Because our support department can provide us with those valuable insights, it’s imperative the two teams intimately bond. And that’s where you (hi!) come in...

As Business Analyst / Change Coordinator you design, implement and (continually) optimize the flow of customer requests between our service desk and the product development team. The latter team is your home base, but frequent commutes are included ;-). You will coordinate the development and testing of all hotfixes (including proactive status communication) and redesign and/or improve upon existing monitoring & diagnostic tools. In addition, you’ll advise both the Product Manager and the Development Manager about hiccups in customers’ experience, and new features that would delight them. You’ll also chart usage and error metrics on specific features and drive the development of business cases that demonstrate how identified issues can be solved quickly and efficiently.

Meet over coffee? That’s a yes if you

  • Have the Business Analyst and/or Consultancy experience to grasp the intricacies of a complex HR solution, with lots (!) of dependencies
  • Share the customer-centric DNA that is embedded in service desk professionals
  • Are analytical enough to determine the potential value of improvements/new features
  • Are tech savy enough to be taken seriously by a team of discerning techies
  • Are proficient in CRM or support ticketing systems (ex: JIRA, 4Me, etc)
  • Can classify, aggregate and report customer requests, so the communication flow between the Service Desk and Product Development team remains streamlinedKnow your SQL. Bonus points are awarded for AppDynamics, Azure AppInsights, or other monitoring dashboards experience. But we’ll also gladly teach you those ropes!
  • You speak fluent Dutch and English, Spanish is a pre

About Visma | Raet

We are a leading HR Cloud Solutions provider with millions of daily users. Headquartered in the Netherlands, our platform helps more than 1,500 clients conduct their Human Capital Management (HCM) – with solutions ranging from standard payroll, which we provide for more than 25% of the entire Dutch workforce, to advanced eHRM (Human Resource Management) applications that enable global clients to find, hire and further develop their talent and succeed in tomorrow's economy. We embrace agility and Scrum and apply the SAFe framework to scale our agile practices across our organization.

About the offer

At Visma | Raet, we understand that you probably get so many job offers, that picking the right one may hinge more on ‘abstract’ benefits than on the figure on your pay check. Which is why we customize our offer. As for our company culture; we work hard, but we don’t believe a cutthroat atmosphere nets the best results, so the setting is open, inviting and collaborative. Flexible work arrangements are the norm and we fully understand that family comes first and work second. Need to take the afternoon off to attend a school play? Don’t forget to app us some pics! 

Any questions?

If you have any questions, please do not hesitate and contact Slovenka Ristic, Recruitment Business Partner, on mobile phone: + 31 6 83077479 or send an e-mail to: slovenka.ristic@raet.com.

Meer info?

IT
+31 88 230 2300 company/raet

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