SAP CS Business Analyst

Overview

The Swatch Group is a global Swiss watchmaking group comprising multiple prestigious brands across the luxury and consumer watch segments. Renowned for technical innovation, vertical integration and industrial know‑how, the organisation maintains an international footprint with regional commercial and IT teams supporting brand operations and after‑sales services.

Role & Responsibilities

• Elicit, document and validate business requirements for SAP Customer Service (CS) processes, translating business needs into functional specifications.
• Collaborate with service, after‑sales, logistics and IT stakeholders to design and optimise end‑to‑end customer service workflows within SAP CS.
• Support configuration, functional testing and user acceptance testing (UAT) for SAP CS changes, upgrades and rollouts.
• Triage and analyse incidents and service requests; coordinate resolution with technical teams and third‑party vendors.
• Prepare process documentation, training materials and runbooks; deliver user training and go‑live support.
• Participate in change control, release management and post‑implementation reviews to ensure solution stability and continuous improvement.
• Contribute to project planning, risk identification and status reporting for SAP CS initiatives.

Qualifications

• Proven experience working with SAP Customer Service (SAP CS) or SAP Service Management in implementation or support roles.
• Demonstrable ability to produce clear functional specifications, process maps and test plans.
• Strong stakeholder management and communication skills; experience running UAT and delivering end‑user training.
• Analytical mindset with experience in problem diagnosis, root cause analysis and corrective action tracking.
• Bachelor's degree in Information Systems, Computer Science, Engineering, Business Administration or equivalent; relevant professional certification (e.g., SAP or business analysis) is an asset.

Skills

Experience

Mid‑level experience is expected: typically 3+ years working with SAP Customer Service or closely related SAP modules in functional analyst, support or implementation capacities, including involvement in cross‑functional projects and post‑go‑live support.

Education

Bachelor's degree in Information Systems, Computer Science, Engineering, Business Administration or a related discipline; SAP or business analysis certification preferred.

Culture

The Swatch Group blends Swiss craftsmanship with industrial-scale innovation and an international corporate environment. Employees typically encounter a collaborative, cross‑disciplinary culture that values technical excellence, operational rigor and a pragmatic approach to product and service quality.