Business Analyst - Global Service Operations

Role: Business Analyst - Global Service Operations 

Experience: 5+ years

Location: Bangalore 

Responsibilities

The Business Analyst primary responsibility is design, ongoing process review and improvements to the Service Sales process and toolsets. The role will collaborate closely with cross functional teams on defining and validating business requirements, alignment, testing, and change management.

Key Tasks

·       Business Process 

• o   Review and define requirements for Services quoting
• o   Identify improvement opportunities
• o   Define business requirements and use cases
• o   Documentation and Training
• o   Theater escalation support
• o   Troubleshooting and Incident Management

·     Participate with IT and business teams on

o   Requirement definition, review, prioritization and functional design

o   User Acceptance testing

• Analyze complex business issues and develop strategic and practical solutions
• Understand existing business processes to identify inefficiencies and potential areas for improvement
• Develop, implement, and manage services sales quoting, processes, and guidelines
• Participate in transformational service sales projects
• Collaborate with various stakeholders, including IT teams, business leaders, and end users, to gather feedback and ensure project alignment
• Review business KPIs for trends or gaps
• Drive change management with global, theater, and cross functional stakeholders
• Data hygiene and management

Job Requirements:

• 5+ years of business experience preferably within a CS environment with services, sales/quoting, opportunity management, and renewal business processes
• Proficiency in data analysis tools (e.g., Excel, SAP, Tableau, Power BI) 
• Hands on experience with CPQ and CRM applications such as SFDC, SAP, and Oracle
• Strong working knowledge of master and transactional data – contacts, accounts, partners, products, opportunities, quotes, orders, install base and contracts/agreements
• Experience with complex data analysis and tools
• Effective troubleshooting skills
• Good communication, presentation, and interpersonal skills
• Works to learn where knowledge gaps are obvious
• Effective time management skills
• Strong organizational and program management skills
• Self organized with the ability to react to and manage changing priorities
• Ability to perform effectively in a fast paced environment with stress tolerance skills to pressure, adversity, disappointment, and opposition
• Ability to work effectively as part of a cross-functional team within and outside CS

Education

• BA/BS Degree in Business Information Systems, Business Management, Business Administration, Sales, Data Science/Analytics, or Mathematics/Statistics required; advanced degree or certification preferred.