Business Process Analyst Jobs

Business Process Analyst

Purpose of the Position

The incumbent is responsible for the overall quality of the Global Customer Service Processes and adoption within the teams, identifying and improving business processes as well as providing user support and training to the Global Customer Service teams. This role will provide guidance to Business Process Support Analysts and feedback to Customer Service leadership around individual contributor performance to standards. This individual would also act as a key resource for data mining and analytics related to order management. This role reports to the OTC Operations Manager.

Key Responsibilities

• Coordinate with IT on system enhancements and testing for SAP and other order management systems
• Provide functional and technical expertise for the Order Management systems and other related projects/initiatives, ensuring that capabilities, limitations, and risks are effectively communicated to the teams
• Analyze data and reports to identify improvement opportunities, noncompliance issues or further training or development needs.
• Drive compliance to best practices and standard business processes in Customer Service including the development, communication, training and ongoing updates of policies and procedures.
• Identify and lead continuous improvement efforts and implement process changes that create resource capacity or cost savings by collaborating with cross-functional teams across the supply chain including Customer Care, Distribution, Planning, Sales, and Marketing
• Design, implementation and management of the Global Customer Service continuous education program defining training requirements for Customer Service roles and ensuring compliance.

Team Size: 0 direct reports

Qualifications (minimum)

• Ability to troubleshoot complex issues, set priorities, and manage projects to completion
• 5+ years’ experience in Customer Service, Distribution, Logistics, or related field
• Strong communication and collaboration skills, specifically in a training and project management environment
• Experience in Salesfore.com systems and processes or other CRM
• Experience in SAP systems and processes
• Bachelor’s Degree or equivalent business experience required
• Self-starter with the ability to work with little work direction

Qualifications (preferred)

• Knowledge and previous involvement with Electronic Data Interchange (EDI)
• 3+ years’ experience in SAP systems and processes
• Knowledge and previous application of Continuous Improvement and/or LEAN principles
• 3+ years’ experience in Salesfore.com systems and processes
• Health Care industry experience preferred