SO, WHAT'S THE STORY

The DTC Customer Service team is part of the broader Direct To Consumer (DTC) team, which aligns with our corporate strategy of putting our customers and our direct relationships with our customers first. We strive to be a customer-centric division, using the latest technologies and innovations to serve our customers in a manner that is authentic with the brand values.

The Business Analyst in the DTC Customer Service team Team will play a pivotal role in an agile delivery environment, focusing on optimizing and enhancing Salesforce Service Cloud capabilities. This role involves partnering with business stakeholders, customer service teams, technology teams, and external vendors to gather requirements, analyze business processes, and ensure successful delivery of solutions that improve customer support operations and customer experience.

THE GIG

As a Business Analyst, you will:

Partner with Product Managers, Delivery Managers, and Customer Service Operations teams to capture, prioritize, and translate business requirements into actionable Salesforce Service Cloud solutions.
Collaborate with stakeholders across Customer Support, Digital Experience, and Technology teams to understand business needs and identify opportunities for process improvement.
Analyze and document as- is customer service processes, identifying opportunities to improve efficiency, service quality, and customer satisfaction.
Act as the bridge between business and technology, translating complex business needs into clear technical specifications for development teams.
Facilitate workshops, requirement gathering sessions, process mapping exercises, and solution reviews with business stakeholders.
Support integration initiatives between Salesforce Service Cloud and other enterprise systems. Collaborate with SFSC Administrators, developers, QA team, and integration teams throughout the delivery lifecycle.
Communicate progress, risks, and dependencies clearly to stakeholders, maintaining transparency throughout the delivery lifecycle.
Provide ongoing support and training to users on new systems and processes, ensuring adoption and continuous improvement.
Develop and maintain comprehensive documentation for business processes, technical specifications, and system configurations.

THE STUFF THAT SETS YOU APART

Must-Have Skills:

Proven experience as a Business Analyst for Salesforce Service Cloud solutions in an agile delivery environment.
Strong platform awareness of Salesforce Service Cloud capabilities and customer service operations.
Experience gathering and documenting business requirements, creating user stories, acceptance criteria, and process workflows.
Advanced understanding of customer support processes, case management workflows, service operations, and customer experience best practices.
Experience of facilitating workshops and engaging stakeholders across business and technical teams.
Excellent analytical and problem-solving skills.
Ability to translate business requirements into technical specifications.
Strong communication and collaboration skills to work effectively with cross-functional teams.

Technical Skills:

Proficiency in Salesforce Service Cloud.
Familiarity with Salesforce platform architecture and data models.
Familiarity with agile methodologies and tools (e.g., JIRA, Confluence).
Experience with data analysis and reporting tools.
Understanding of integration technologies, APIs and enterprise systems.
Knowledge of SQL and database management.

Soft Skills:

Communication: Clearly articulating business requirements and technical concepts to stakeholders.
Collaboration: Working effectively with cross-functional teams to achieve common goals.
Adaptability: Being flexible and open to changes in a dynamic, agile environment.
Problem-solving: Approaching challenges with a solution-oriented mindset.
Attention to Detail: Ensuring accuracy and thoroughness in documentation and analysis.
Time Management: Prioritising tasks and managing time efficiently to meet deadlines.
Empathy: Understanding user needs and perspectives to create user-friendly solutions.
Continuous Learning: Staying updated with the latest industry trends and technologies.
Strategic Thinking: Aligning business analysis efforts with organisational goals and objectives.

Education:

Bachelor's degree in Computer Science, Information Systems, or a related field.
Relevant Salesforce certifications are a plus (eg: Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Service Cloud Consultant) are a plus.
Relevant certifications (e.g., Certified ScrumMaster, PMI-ACP, SAFe Agilist) are a plus.

Nice to Have:

Experience in the retail, ecommerce or B2C industry, particularly within global customer service operations.
Proven track record of collaborating with cross-functional technology teams in front-end development or customer experience projects.
Experience in analysing and mapping agent workflows, and familiarity with Contact Center technologies, CTI integrations, and AI-powered service capabilities.

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.

At DM your technical capability will go hand in hand with the below:

Great relationship management that delivers results through effective teamwork
You'll be a proud custodian to our DM's culture, embodying what we stand for and encouraging others to do the same
You'll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
You will take ownership for your own development, proactively seeking out feedback to build self-awareness
You will bring the outside-in; you'll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
You'll lead the way and role model on all things DE&I & wellbeing

Senior Business Analyst - Salesforce