Swatch Group SAP CS Business Analyst
- Seniority
- Mid-Level
- Department
- IT & Technology Systems
- Industry
- Fine Watches & Horology
- Posted
- May 12, 2026
About Swatch Group
The Swatch Group is a leading Swiss horology group comprising multiple watch and component brands. The organisation combines heritage watchmaking craftsmanship with modern industrial and digital capabilities; its Canadian subsidiary supports regional business operations, retail and after‑sales services and an international IT function that enables global product and customer processes.
Swatch Group — Toronto: SAP CS Business Analyst role in the Canadian IT team, responsible for SAP Customer Service functional design and support.
Role & Responsibilities
- Act as the primary liaison between Canadian business stakeholders (after‑sales, service, retail) and the global IT organisation to gather, analyse and prioritise SAP CS requirements.
- Translate business needs into detailed functional specifications and SAP configuration proposals within the Customer Service (CS) module.
- Support SAP implementation and upgrade projects (including S/4HANA migrations), drive unit and integration testing, and coordinate user acceptance testing with business teams.
- Provide second‑line functional support and incident resolution for SAP CS processes, including root‑cause analysis and remediation plans.
- Develop and maintain process documentation, configuration guides, test scripts and training materials; deliver end‑user training where required.
- Identify opportunities for process optimisation and continuous improvement across service, warranty and spare‑parts workflows.
Qualifications
- Proven functional expertise in SAP CS (Customer Service) with demonstrable configuration experience.
- Strong analytical and requirement‑gathering skills with the ability to map business processes into SAP functionality.
- Excellent stakeholder management and communication skills, capable of working with cross‑functional and international teams.
- Experience with SAP project lifecycle activities: design, build, test, deploy and hypercare.
- Ability to produce clear documentation and end‑user training materials.
Skills
Experience
Typically 3–5 years of hands‑on experience as a functional SAP analyst or consultant with specific exposure to the SAP Customer Service module; experience in retail, manufacturing or aftermarket service environments is highly desirable.
Education
Bachelor's degree in Information Systems, Computer Science, Business Administration or a related discipline, or equivalent professional experience.
Workplace
The role is situated in Toronto, Ontario, Canada.
Culture
The Swatch Group blends Swiss horological tradition with a fast‑paced, globally distributed organisation. Teams are international and collaborative, with a pragmatic focus on technical excellence, process reliability and continuous improvement in support of premium retail and after‑sales experiences.
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 Functional Analyst — Customer Service», «SAP CS Consultant», «Business Systems Analyst (SAP CS)», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.