Senior Business Analyst
VMware
Heredia, Costa Rica
hace 1 día

The Software as a Service is responsible for the support analysis and case management of the overall Business analysis including but not limited to processes review, root cause analysis, stakeholders handling, case management to resolution and support of incubation initiatives provided by the PMO such as support operational activities related to SaaS Anchor program .

On Premise case management, cloud and technology nature opportunities in components systems including : SAP (SAP BRIM knowledge desirable), Oracle EBS, and Salesforce.

com. This role will drive execution of administration and issue resolution activities creating new processes, mappings, BRD’s, RCA, webforms, reports.

This Senior Business Analyst will work closely with business teams (Billing ops, partner ops, sales operations, stewardship and others) and IT stakeholders across various geographies to monitor and drive progress towards deliverables.

Tasks and Responsibilities :

  • SaaS business processes such as billing, suspend, termination, renewals, customer success
  • Work closely and support VMWare leads on overall planning and execution
  • Build Business Case Analysis when required
  • Manage workload streams for issue resolution and perform data enrichment activities in SAP BRIM Modules, Saleforce.com, SAP overall adoption, Confluence
  • Analysis and resolution of issues, root cause analysis, processes and procedures mapping, using tools such IBM Blueworks Live, Visio), Oracle EBS, Jira Service Desk
  • Ongoing administration and maintenance of hierarchical data coverage for Saleforce.com, SAP, Confluence mapping tools / process mappings, Oracle EBS and JSD
  • Present to leads Business customer experience activities, user stories for business cases
  • Document and create new training documentation from discoveries and process improvements
  • Drive initiative related to SaaS Billing OTC, subscription cycles
  • Cases handling in SFDC
  • Create, track and report key metrics KPI for overall progress of the work done in some Saas Processes and overall program.
  • Issue resolution of support requests related to Business Cases
  • Data extraction and reporting and Analysis from SAP, Oracle EBS and SFDC
  • Support business transaction errors during user acceptance testing or production support
  • Analyze moderately complex business transactions to perform recommended data adjustments, case resolution
  • Manage cases and provide resolution meeting established SLA (service level agreement)
  • Support war room support (immediately after major program launch) as well as ongoing support for implemented functionality
  • Provide Quarter-end support for various stakeholders such as Sales teams and Order Processing teams
  • Participate in calls with Internal teams in the business and Cross functional groups, documents minutes and follow up upon completion
  • Requirements :

  • 5+ years’ experience as a business analyst in IT or End to End processes areas, with extensive knowledge doing data reports, creation of mappings, BRD and documents related in incubation of new business data analysis
  • Experience using SAP, SAP BRIM modules, Oracle EBS, SalesForce.com and MS Office.
  • Experience with Software as a Service work with emphasis in Billing cycle OTC, OTF and ERP.
  • Experience using SalesForce.com for reporting and data analysis
  • Strong understanding of ERP E2E terminology and concepts, CRM modules, using SAP business revenue, innovation Management modules
  • Reporting experience using Excel, Tableau, Confluence or Mode Analytics or similar data analysis programs
  • Ability to work independently and flexible to work in different time zones if required
  • Must be a self-starter, motivated individual who works well under pressure
  • Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
  • Ability to drive collaboration with functional and technical teams to achieve effective solutions
  • Effective communication skills with all levels of management
  • Flexible and resilient
  • Flexible to work in 24 / 5 Shift model as per business requirements
  • Educational Requirement :

  • University Bachelor or License’s / Master degree is a must
  • IT, Industrial Engineering, Economics Business or it’s Equivalents for IT Software Industry
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