• Business Analyst 2 , Global Customer Care Jobs in Philippines - 23845906

  • Emerson Electric Co India Pvt Ltd
  • Philippines

Job Description:

Duty 1 Project Support

Requirements Management and Communication

Leads scope reviews - drives the conversation, provides overview of the team including processes, capabilities and purpose; Understands or uncovers the real need for the project; uses business knowledge to have an initial understanding of the value, impact and complexity of the project

Leads the gathering of requirements from stakeholders or end-users and validates the applicability of those requirements from a system and business standpoint; finds way to meet both global and local needs

Articulates ideas and viewpoints to stakeholders to help in the realization and clarification of business requirements

Translates business requirements to system requirements; guides the developers and end-users in understanding the business impact of the change

Organizes the requirements in a way that will be most beneficial to the business; coordinates any conflict in requirements with other analysts or development team

Leads the analysis of the impact of global process and system changes to the business units or countries being handled and comes up with implementation and communication plan

Acts as liaison between the Global Customer Care Organization and the different IT teams supporting and developing the systems

Planning and Monitoring

Ensures efficient and on-time delivery of project tasks and milestones; follows proper escalation paths if needed

Creates project timeline for the business users and communicates progress on a regular basis

Participates in planning and monitoring activities at the global level and ensures own world area is effectively represented

Represents own world area at the global level to ensure alignment to high level strategies and projects

Leads the identification and creation of process design changes

Recommends and negotiates project timeline to the stakeholders; gets their buy-in and commitment to any deliverable

Coordinates system issues with developers/support and back to end-users

Leads project milestone and gate reviews

Testing and Deployment

Finalizes and approves the test cases to be used during UAT

Finalizes and approves the test cases to be used to validate business changes

Provides input on cutover tasks

Reviews the requirements in comparison to the actual output

Analyses risk and mitigate project circumstances base on impact assessment

Identifies, analyses and mitigates UAT and Go-Live test results issues

Duty 2 System Support & Maintenance

Analyses and troubleshoot system issues related to functionalities being used by the organization being supported

Creates/conducts root cause analysis of issues encountered and coordinates with technical team to resolve the issue

Documents new functionalities or updates to the business system

Approves new dashboard requests and ensures reports are standard across the world area Facilitates discussions if theres any non-standard report/dashboard request

Duty 3 Continuous Improvement and Innovation

Identifies continuous improvement project ideas

Leads a team in handling a Continuous Improvement Project using a problem-solving methodology

Works with the business to identify opportunities for improvement in business operations and processes in relation to the business system

Interacts with the business stakeholders and subject matter experts to understand their problems and needs

Stays current with customer needs and strategies; utilizes formal and informal communication methods to communicate updates and findings

Maintains a deep awareness of how a business operation works and helping the stakeholders explore technology possibilities to more effectively run their operations

Duty 4 Training and Development

Acts as bridge between Global Functional Team and own organization; cascades any updates impacting supported users

Conducts intermediate/ comprehensive training on product, process and ERP/business tools

Creates/Authors content of training materials for business system users

Promotes the effective use of the applications by educating users and leaders and sharing latest updates about the system

Minimum Requirements

Education University degree or equivalent (Business administration, business, management, marketing, statistics, engineering, computer and information science)

Job Related Experience 3 years relevant work experience in the Business Analysis field supporting Customer Care, Sales, Marketing or Service organizations

Specific Knowledge

Oracle Sales Cloud, Service Cloud, Field Service Cloud or similar system

Oracle CRM on Demand or similar system (Salesforce, Dynamics)

Microsoft Office tools (MS Word, Excel, Access, PowerPoint, Project Management)

Microsoft Visio or any modelling tool

Jira or any issue/project tracking software

variety of opportunities at Emerson Join our team and start your journey today

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : Business/Systems Analysis
Salary : As per Industry Standards
Deadline : 18th Apr 2020

Key Skills:

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