Job Title

Business Operations Senior. Analyst

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Job Description

Role Description

Our client is looking for a skilled Business Operations Senior Analyst to support and to transform our Customer Success processes and Tools. The candidate will work with CSG operations, service sales, delivery, IT and business leaders to identify new and evolving business needs, design and implement innovative process, reporting and/or tool solutions to address them. The ideal candidate should have exposure to our client applications and data schema. This candidate should also be comfortable supporting out-of-the-box and custom tools, generating our client reports and dashboards, and have an advanced knowledge of Excel.

Key Accountabilities (Impact)
 Provide system administration and drive improvement projects on a suite of existing applications and tools, including issue identification, project management, data management, scheduling, methodology, and reporting
 Understand how our tools work and how they can be configured and optimized
 Identify issues within existing tools and processes
 Take suggestions from global team members and organize them into requirements and project plans
 Find and evaluate new tools and make suggestions to the team
 Assist in the creation of custom tools and applications
 Manage full cycle projects to a successful outcome
 Communicate application and tool status, accomplishments and roadblocks to a dynamic global team
 Collaborate with Operations, CSG Delivery, Sales and Leadership to identify and implement innovative solutions to increase process efficiency

 Perform business process assessment of the current state – including technology, experience, business and data
 Identify and optimize the true drivers of financial performance, productivity, customer engagement and other metrics
 Capture the strategic, operational and tactical business process goals & objectives
 Apply a structured business process architecture approach and methodology for capturing the key views of the enterprise.
 Design the future state business process architecture to drive the maximum user experience, productivity and value – to include process flow diagrams, heat maps, data flow diagrams
 Analyze our client data and generate reports in our clients Excel
 Understand the underlying data architecture supporting CSG and how to use it to report on business performance
 Understand the critical KPI’s that drive CSG Service business
 Design innovative reporting solutions to measure KPI performance
 Understand the evolving needs of the business to anticipate and deliver new reports to drive additional business value

Basic Requirements

 3-5 years of management consulting and/or business operations experience, with a focus on services tools, process automation and/or continuous process improvement
 Understanding of cloud computing and solutions, and the Salesforce product family
 Understanding of Salesforce tools and how they can be configured and optimized to support process efficiency

 Understanding of structured Business Process Improvement methodologies (e.g. DMAIC)
 Solid understanding of CRM and data management
 Strong communication skills, both written and verbal
 Ability to effectively develop and present materials that are appropriate for the audience
 Practical experience in program or project management
 Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus.
 Strong situational analysis, negotiation and decision-making abilities.
 Ability to multi-task while managing deadlines, perform well under pressure, work independently and as a part of a team
 Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies
 Collaborative; extremely customer-service and team-oriented, especially in a fast-paced and rapidly developing business environment; ability to stay focused
 Bachelor's Degree
 Business level English/Japanese


Working conditions

 Ability to work with difficult stakeholders under tight deadlines


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