Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
ROLE SUMMARY The ""Business Process Analyst"" is part of the Global Optimization & Business Intelligence We work closely with our valued stakeholders (customers, distributor partners and country teams) to drive process optimization and enhancement, and own & manage stakeholder/customer experience on every interaction in a fast paced, structured GSC environment, and reduce transactional efforts via effective and efficient processes which help to expedite issue resolution. KEY RESPONSIBILITIES & DELIVERABLES Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely mannerPerform Process transition ensuring low effort experience for all stake holdersCreate Process flow charts , Standard processes operating instructionsDefine & agreed SLA , TAT of all newly transition processes Own and manage customer experience by providing faster resolution, effortless experience, and better customer connectDemonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets) Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills Assures change management practices are followed, including communication, training, documentation development, etc. Reduces customer efforts and enhances productivity via process improvementsIdentifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls.Drive the continuous process improvement, and control initiatives.Drives the development and enhancement of measurement and analytical methodologies. Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance.Identifies & Promotes opportunities for Automation Improves process maturity of Channel Partners (applicable for APCC Group)Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices.Support In country teams to actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resourcesSupport In country to Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers by providing relevant inputs to enhance/optimize the processesEnhances competency level in a planned mannerKeep abreast with the continuing changes within the company, and excel in specific business systems and IT applications Undertake specific knowledge enhancement activities that will make you skilled at multitasking, prioritizing and communicating with impact & influence, to ensure high levels of customer satisfactionDrives the development and enhancement of measurement and analytical methodologies. Assures change management practices are followed, including communication, training, documentation development, etcPublish timely dashboards JOB REQUIREMENTSMandatory Full-time Bachelor’s Degree mandatory.Minimum 3-4 years’ of experience as Business Process Analyst.Expertise with SAP – CRM,ERP,ECCStrong knowledge of MS Office suite & other productivity applicationsStrong active listening, written and verbal communication skills.Willingness for business travel.Knowledge of Rockwell Automation Business Model Desirable Bachelor’s Degree in Engineering and/or Post-Graduation Degree/Diploma in Management is desirable.Six Sigma Green Belt CertificationKnowledge of Power BI ROLE-BASED BEHAVIORS REQUIRED Positive Language Communicates with professionalism and respect. Supportive of team decisions and is trusted by others.Ownership - Takes responsibility for individual performance and aware of team performance goalsAdvocacy & Alternate Positioning - Works on assignments that are moderatelyDifficult, requiring judgment in resolving issue or in making recommendations. Ability to identify potential issues and bring them to supervisor’s attention. Issue diagnosis, Resolution & Next issue avoidance - Promptly notifies manager about any problems that affect his/her ability to accomplish planned goals.Build Organizational Talent - Takes responsibility for individual performance and aware of team performance goals.Process Knowledge & Education - Receptive to coaching and feedback. Is approachable and acts as a resource for other team members.Channel Navigation - Corresponds clearly in multi-channel environment (phone, email, chat ,service tickets. Proactively contributes to other's efforts and collaborates with teams across functions in the country.Active Listening - Asks appropriate probing questions to ensure understanding of situation, recognizes and offers alternative options to customer. Maintains professional demeanor, shows empathy for customers
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
