Customer Portal IT Business Analyst

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals with over 145 years of service excellence.

As a member of our Customer Experience Program IT team, you will play a pivotal role in the digital transformation of SGS’ customer journey. This strategic initiative aims to simplify and enhance our clients' experience by providing a fully online, seamless, and secure ordering process.

Working closely with business units, you will act as a trusted partner and bridge between IT and business stakeholders, contributing to one of SGS’ major digitalization efforts to boost customer satisfaction.

Your Responsibilities

• Build strong, trust-based relationships with key business stakeholders to understand and help achieve their objectives.
• Lead requirement discussions and workshops leveraging your deep knowledge of Laboratory Information Management Systems (LIMS).
• Work collaboratively with the Business Product Owner (BPO) to prioritize and evaluate business value.
• Document detailed end-to-end business process flows,  from customer test requests via portal to execution in the laboratory system.
• Collaborate with UX/UI experts to design intuitive and optimized customer journeys.
• Conduct impact and gap analyses of current business processes and functional landscapes.
• Produce or review functional design documentation, including inputs from external partners.
• Develop clear business user stories with defined acceptance criteria in collaboration with the BPO.
• Prepare and execute test cases in dedicated environments.
• Define and coordinate User Acceptance Testing (UAT) strategies with key business testers.
• Support the change management team with training materials and rollout sessions.
• Contribute to deployment and rollout planning and execution.
• Maintain close collaboration with IT colleagues and external vendors.

• Degree in Computer Science, Information Systems, or related discipline.
• 5+ years of experience as a Business Analyst in a SaaS environment, ideally within the Testing, Inspection, and Certification (TIC) industry.
• Proven experience with LIMS and related laboratory systems.
• Strong understanding of business processes in the Pharmaceutical sector and familiarity with GMP regulations is an advantage.
• Customer-centric and experienced in UX/UI concepts.
• Experience with Salesforce (Sales Cloud and Experience Cloud) is a plus.
• Proficient in Agile methodologies (Scrum, Kanban) and understanding of Application Lifecycle Management (ALM).
• Skilled in business analysis frameworks and tools: business process modeling, requirements analysis, user stories, use cases, continuous improvement.
• Experience with product roadmaps, epics, user stories, and backlog management.
• Fluent in English (verbal and written); additional languages are a plus.

Why SGS?

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and work model.
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.
• Benefit from a comprehensive benefits platform.

Apply Now:

At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to join our motivated and dynamic team!