The Software as a Service Business Analyst III 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 and other deliverables, must have good interaction communication skills with various groups of stakeholders driving solution and providing analysis in interdisciplinary areas related to SaaS transformation, including sales teams and internal customers, may also be involved in processing transactional data (on premise, orders & renewals) as part of his responsibilities.
The Software as a Service Business Analyst III BA 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.
Essential Functions (Tasks and Responsibilities) :
Experience in SaaS business processes such as billing, suspend, termination, renewals, customer success, a plus
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 (Experience in process mapping tools, such as IBM Blueworks Live, Visio), Oracle EBS, Jira Service Desk
Analysis and resolution of issues, root cause analysis, processes and procedures mapping
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.
Drive initiative related to SaaS Billing OTC, subscription cycles.
Cases handling in SFDCCase Management solution on various processesCapture and track root causesImplement resolution for the identified root causeFinding and updating solutions documents as needed.
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
Verbal communication, Team Player, Positive Attitude, Eye for detail, Logical thinking, Articulative, Clarity of thought, keep it simple approach.
Reporting experience using Excel, Tableau, Confluence or Mode Analytics or similar data analysis programs
Great capacity to learn and apply knowledge to resolve low-mid complex challenges
Knowledge Management skills to preserve, document and create new training documentation from discoveries and process improvements.
Data extraction and reporting and Analysis from SAP, Oracle EBS and SFDC
Participate in quality control and checks for activities and data updates performed by other team members
Support business transaction errors during user acceptance testing or production support
Analyze moderately complex business transactions to perform recommended data adjustments, case resolution
Accustomed to work in a fast pace, agile environment, during Qend and support team when required driving new initiatives or assigned task.
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
Execute quality audits and track case closure quality of transactional data
Flexible to work in 24 / 5 Shift model as per business requirements
Qualifications & Experience :
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, data analysis, managing assignment rules and other functional support activities etc is required
Excellent understanding of Saas business model and its evolution to Cloud, accustomed to work in multicultural environment and diverse and inclusive professional culture
Strong understanding of ERP E2E terminology and concepts, Support business users across Customer Operations by applying knowledge in CRM modules, using SAP business revenue, innovation Management modules.
ERP : Order Management, Service Contract, Install Base Provide 24 / 5 Support to business teams.
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
Ability to work with multiple teams to define resolution plans for issues
Excellent Excel / Macro skills is a plus
Experience with administration
Experience with support processes, issue tracking (case management) and resolution with SLA management
Salesforce.com / SAP / Oracle reporting and dashboards experience is nice to have
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, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and / or processes
Positive mindset to seek for creative solutions and resolving mind challenges.
Have fun while working in multicultural and challenging scenarios.
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
Preferred Skills :
May have BA certification in SAP, Oracle, and / or PM (PMP) / PRINCE2® / Agile certification
Experience in Software, Case support management or High Tech industries