Business application support specialist (1 year)

Descripción general

As part of BTA CSO team, the candidate will be responsible for providing functional support to varied internal & external stakeholders by resolving issues raised in ERP & the peripheral systems influencing the O2F & Q2C processes (Order Management, Renewals and Enterprise License Agreement). Customer Systems Operations (CSO) is committed to drive worldwide productivity through operational excellence in all related processes and related tools, across Field Operations, Technical Services, Global Support Services, and Renewals. The team is looking for analytical and detail oriented individuals to perform Data Analysis, Business Process Monitoring, root-cause analysis & solution activities in the area of data quality administration for our Customer & Customer Entitlement Data
Responsibilities:
• Support business users across Customer Operations by applying knowledge in ERP: Order Management, Service Contract, Install Base, and TCA (Customer Master).
• Analyze moderately simple business transactions to perform recommended data adjustments
• Manage cases and provide resolution meeting established SLA (service level agreement)
• Provide Quarter-end support for Sales and Order Processing
• Participate in calls with Internal teams in the business and Cross functional groups
• Execute quality audits and track case closure quality of transactional data
• Provide technical and business expertise in identifying, evaluating, and developing monitoring procedures.
• Execute quality audits and track case closure quality of transactional data
• Assess root cause patterns
• Assist teams in the identification of potential application enhancements or fixes that will improve operational efficiencies and/or customer satisfaction.
• Understanding end to end process and helping the team to build knowledge base
• May be asked to provide support to the CSO team based on business need and during quarter end.

Requisitos para aplicar

• 4+ years of experience as an Analyst in an Order Management, Install Base and Service Contracts environment.
• Experience in liaising with IT on functional issues
• Demonstrates ability to work with Cross Functional teams
• Good working knowledge of Oracle order management, IB, Service contracts, customer and pricing functionality
• Hands on functional understanding on ERP / CRM Ticketing
• Experience in working with multiple business and IT group to coordinate certain tasks.
• Proficiency in business requirements documentation (conventions and best practices)

• Ability to participate in meetings with small and large groups of people from varying disciplines and with audience from different geographies
• Experience working in an onshore – offshore model with teams from different time zones and cultures
• Ability to work independently and flexible to work in different time zones if required

Educational Requirement:
Bachelor’s degree is a must
Preferred Skills:
May have BA certification, and/or PM ( PMP )/PRINCE2® certification
Experience in Software or High Tech industries