Swatch Group SAP CS Business Analyst
- Seniority
- Mid-Level
- Posted
- Mar 24, 2026
About Swatch Group
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.
Swatch Group seeks SAP CS Business Analyst in Toronto, Canada to support SAP Customer Service processes within the IT Canadian division.
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.
Workplace
The role is situated in Toronto, Ontario, Canada.
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.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Swatch Group, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «SAP Customer Service Analyst», «SAP CS Functional Analyst», «SAP Service Management Consultant», «SAP CS Solutions Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.