Business Analyst

Job Overview:

We are seeking an experienced Business Analyst(BA) to support our Global Service Center (GSC) in Manila. In this role you'll document all GSC functions including customer support, order to cash, accounts payable and sales operations and translate that knowledge into analysis, reports, specifications, and actionable insights for system improvement. The ideal candidate should have a minimum of 5 years of experience in business analysis with a focus in business systems. You should have excellent technical skills, a deep
understanding of process improvement techniques and knowledge of best practices within a business process outsourcing organization.

Responsibilities:

• Become a subject matter expert (SME) in the processes and workflows within GSC.
• Collaborate with cross-functional teams to identify technical enhancements or system integrations which can improve business processes and platforms.
• Develop and maintain comprehensive documentation, including standard operating procedures and user guides.
• Monitor and analyze key performance metrics related to business platforms, identify areas for improvement, and implement strategies to optimize performance and efficiency.
• Stay up to date with industry trends, emerging technologies, and best practices related to business process, and make recommendations for enhancements or upgrades.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Minimum of 5 years of experience working with business systems including ERP (Oracle or SAP), AP (Concur), Customer Service (Freshdesk, Zendesk, Salesforce) or similar systems.
• Strong technical proficiency and ability to troubleshoot and resolve technical issues related to business systems.
• In-depth knowledge of business system best practices and industry standards.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Proven ability to effectively manage multiple projects and priorities in a fast-paced environment.
• Demonstrated ability to work collaboratively in cross-functional teams and build positive relationships with stakeholders.
• Continuous learning mindset and willingness to adapt to evolving technologies and industry trends.

Preferred Qualifications:

• Certification (ECBA, CCBA or CBAP) in business analysis or work experience demonstrating equivalent competency.
• Familiarity with customer data management and privacy regulations (e.g., GDPR, CCPA).
• Continuous Improvement experience like Six Sigma, TQM, Lean, Kaizen or PDCA Certification (ECBA, CCBA or CBAP) in business analysis or work experience demonstrating equivalent competency.
• Familiarity with customer data management and privacy regulations (e.g., GDPR, CCPA).
• Continuous Improvement experience like Six Sigma, TQM, Lean, Kaizen or PDCA