Business Analyst

Job Summary :

As a Subject Matter Expert, you will own end-to-end global business processes such as ATC, PTP, OTC, PTM, HR, Interfaces, BI, and Supply Chain. You will maintain deep knowledge of the supporting applications and technologies, collaborate with internal and outsourced technology teams, and ensure timely, quality solutions for the business.

Key Responsibilities :

Act as the resolver lead for your business process area; triage and diagnose support issues (process, data, or technical)

Route technical issues to appropriate teams, monitor SLAs, and ensure timely resolution with thorough documentation

Provide management with weekly reports on metrics, KPIs, issue trends, and risk analysis

Implement long-term root-cause solutions to reduce incident volume and improve total cost of ownership (TCO)

Evaluate change / enhancement solutions with a strategic, enterprise-wide mindset focused on value and sustainability

Support testing phases by maintaining test scenarios / scripts and executing automated regression tests

Partner with project teams during Hypercare to ensure smooth transitions into support

Lead transitions of global business processes from projects into support, maintaining process and system documentation

Enhance user experience through training materials, ticket insights, and continuous service improvements

Your Profile :

Hands-on experience with end-to-end business processes

2-10 years’ experience supporting IT systems and integrations, including 1-2 full life-cycle application implementations

Familiarity with issue resolution workflows and tools like ServiceNow

Strong customer service mindset and ability to communicate clearly with non-technical stakeholders

Bachelor’s degree in Information Systems, Business, Engineering, or related field

Excellent organizational, engagement, and communication skills

Proven ability to work effectively within matrix teams

Fluent in English (written and verbal); additional languages are a plus

Enthusiastic learner with a growth mindset

What We Offer :

Competitive salary with benefits tailored to your location, and opportunities for professional growth in a culture driven by people-first values, integrity, and safety.

Req ID : R-14985

Job Family Group : Information Technology

Job Family : IT Business Analysis

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