Business Analyst - Customer Lifecyle Services

Job Description

*Job Purpose

• Provides knowledge and support on Service Execution Solutions products such as Service Cloud, Field Service Cloud, as knowledge of Cloud s impact to the different business units within the world area
• Supports the implementation of features and solutions for Service Execution Solutions related to Service Cloud
• Provides training and development to help drive adoption and usage of Service Execution Solutions, within the world area
• Ensures agreed business processes and data reporting requirements are met as part of project management and system/solution deployment
• Assists in the resolution of issues and deployment of solutions to requirements in Service Execution Solution.
• Responsible in providing data analysis and reporting automation, and facilitate system enhancement, as needed, to support for the responsible world area
• Help with driving and delivering sustainable improvements intended to result in improved customer focus, increased delivery performance and optimized internal business processes

Duties and ResponsibilitiesDuty 1: Project SupportRequirements Management and Communication

• Gathers requirements from stakeholders or end-users and validates the applicability of those requirements from a system and business standpoint
• 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 world area analysts or development team
• Analyzes 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 Field Service Organization and the different departments, countries and world areas using Oracle Field Service / Service Cloud

Testing and Deployment

• Assists in finalizing and approving the test cases to be used during Conference Room Pilot (CRP) and Final Acceptance Test (FAT)
• Assists in finalizing and approving 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, analyzes, and mitigates Conference Room Pilot (CRP) and Final Acceptance Test (FAT) and Go-Live test results issues

Duty 2: Business Process and System Maintenance and Enhancement

• Facilitates the responsible world area user group in determining requirements for fixes/enhancements, functional approval process, and submission and tracking for global/regional solution delivery
• Follows-up the solutioning and delivery of non-go-live critical requirements fulfillment (post- Service Execution Solutions Rollout)
• Analyses and troubleshoot Cloud issues related to functionalities being used by the world area 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 there s any non-standard report/dashboard request

Duty 3: User Training and Awareness

• Acts as bridge between Global Functional Team and World Area; cascades any updates impacting World Area users
• Conducts intermediate/ comprehensive training on product, process and ERP/business tools
• Creates/Authors content of training materials for business system users
• Promotes the use of Cloud applications by educating country / business unit leaders and sharing latest updates about the system

Duty 4: Metrics Reporting & Analytics

• Gathers and analyzes report requirements from stakeholders. Identify and provide solution to general inquiries
• Analyzes gathered information & data using descriptive analytics (basic mathematics & comparative analysis)
• Evaluates objective/charter and recommends non-standard reports/ workaround based on gathered data and analysis

• Conceptualizes report design contents and methodologies based from gathered data and/or analysis for static or dynamic reports
• Work with reports development teams (Global or responsible world area) in the development and delivery of required reports
• Provide report recommendations and validate with stakeholders.

Duty 5: Continuous Improvement and Innovation

• Identifies continuous improvement project ideas

, *Qualifications/Skills

• Knowledge of Service Applications (ranking # 1 Oracle Field Service Cloud, or Oracle eBusiness Suite Service Modules, Other applications)
• B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or equivalent work experience
• Project Methodologies
• Experience in service companies
• Experience implementing IT solutions
• Experience in support to end users
• Advance English
• Flexibility to travel
• Gathers requirements from stakeholders or end-users and validates the applicability of those requirements from a system and business standpoint.
• 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 world area analysts or development team.
• Analyzes 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 Field Service Organization and the different departments, countries and world areas using Oracle Field Service / Service Cloud.
• Assists in finalizing and approving the test cases to be used during Conference Room Pilot (CRP) and Final Acceptance Test (FAT) and Go-Live test results issues
• Reviews the requirements in comparison to the actual output.
• Analyses risk and mitigate project circumstances base on impact assessment.
• Identifies, analyses and mitigates Conference Room Pilot (CRP) and Final Acceptance Test (FAT) and Go-Live test results issues and Go-Live test results issues.
• Facilitates the AP user group in determining requirements for fixes/enhancements, functional approval process, and submission and tracking for global/regional solution delivery.
• Follows-up the solutioning and delivery of non-go-live critical requirements fulfillment (post- Service Execution Solution Rollout).
• Analyses and troubleshoot Cloud issues related to functionalities being used by the world area 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.

Key Competencies

• Action Oriented
• Manages Complexity
• Collaborates
• Communicates Effectively
• Tech Savvy

Keyskills :
customer relationsdocumentationrequirementsfunctionalbusiness requirementsroot cause analysistest casesroot causedata analysisfield serviceuser trainingreport design