Business Analyst I -BTA CSO
Dell Technologies
Heredia, Costa Rica
hace 2 días

The Business Analyst I is responsible for the support analysis and case management of the overall Business analysis including but not limited to processes review for ERP / EBS, root cause analysis, stakeholders handling, case management to resolution and support of incubation initiatives provided by the PMO such as support operational activities.

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 collaborate and support the execution of administration and issue resolution activities creating new processes, mappings, BRD’s, RCA, webforms, reports.

This Business Analyst I will work with business teams (Order Management, AWES, 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 :

  • Business processes support such as billing, suspend, termination, renewals, customer success, order management, OTC, OTF for AWES, SaaS and Perpetual Business.
  • Work and support VMWare leads on overall planning and execution
  • Build Business Case Analysis when required
  • Support workload streams for issue resolution and perform data enrichment activities in Oracle EBS / SAP BRIM Modules, Saleforce.
  • com, SAP overall adoption, Confluence and other systems

  • Analysis and resolution of issues, root cause analysis, processes and procedures mapping, using tools such IBM Blue works 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
  • Support customer experience activities, user stories for business cases
  • Document and create new training documentation from discoveries and process improvements
  • Support initiatives related to SaaS Billing OTC, subscription cycles
  • Cases handling in SFDC and Airwatch 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 Mid-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 :

  • 2 years’ experience as a business analyst in IT or End to End processes areas, with knowledge doing data reports, creation of mappings, BRD and documents related in incubation of new business data analysis
  • Must have Oracle EBS experience
  • Experience using SAP, SAP BRIM modules preferred
  • Experience with Software as a Service work environment with emphasis in Billing cycle OTC, OTF and ERP is a plus
  • Experience with SalesForce.com for reporting and data analysis is a plus
  • Reporting experience using Excel
  • Ability to work independently and flexible to work in different time zones if required
  • Must be a self-starter, motivated individual who works well in tight deadlines
  • 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
  • Focus and committed
  • Flexible and resilient
  • Flexible to work in 24 / 5 Shift model as per business requirements
  • Educational Requirement :

  • University Bachelor (or 1 with at least one semester to finish)
  • IT, Industrial Engineering, Economics Business or it’s Equivalents for IT Software Industry
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