Analyst, Business Operations

Key Responsibilities

• Handle a queue of internal customer requests in a ticketing system related to data issues including transacting data and corresponding with customers and other parties while meeting SLAs. Requests may also be received from other channels including emails, phone calls and chat.
• Add, update, remove and correct Install Base data records based on internal customers’ data claims while meeting the operational standards and procedures, as well as using sound judgment.
• Oversee keeping Install Base data up to date to match the dynamic business changes as well as physical changes that occurs in EMC products possessed by any customer. The following are examples of events that require IBG intervention:
• Product is relocated to a different address
• Product is upgraded with new software or hardware components
• Components in a product get replaced or removed
• Customer changes service level for products maintenance.
• Warranty renewals or expiry.
• Proactively explore opportunities of continuous improvements for the data quality through identifying data errors; investigating to determine root causes and proposing solutions (data cleanup projects, system enhancements, automation,…)
• Contributes to the development of organization's goals and objectives. Failure to obtain results or erroneous judgments or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or achieve project goals.
• Frequent inter-organizational and outside customer contacts. Collaboration across multiple business units for business initiatives. Represents the organization on projects and may perform in project leadership role and/or may supervise the activities of lower level personnel (exempt professional and non-exempt).
• Analyzes data and reporting to identify trends and/or concerns. Escalates concerns to ensure timely resolution
• Works under limited direction. Determines and develops an approach to solutions. Work is evaluated upon completion to ensure objectives have been met.
• Able to draft and present operational procedures and suggested proposals in a professional document or presentation slides
• Trace products’ data flow in several Information systems through the product lifecycle
• Work on several information systems (Oracle, SAP, Salesforce,…) and use a variety of tools including complex searches and queries and running macros and scripts
• Available to work on rotating shifts (morning, afternoon and overnight)