Description -

The SCCOL CIO Digital Deployment team is providing solutions and services to improve customer experience and evolve Customer operations processes, with focus on tools automation. The business analyst key role is to create, enhance and maintain efficient reporting and analytics tools for Customer Ops and partnering organizations including the following:

General responsibilities:

• Support Adoption, Maintenance, and Improvement of OSS and 3W Microsoft Dynamics workflow tool
• Gather business requirements and work with SC Transformation team for implementation
• Drives MOC and training to Operational team on adopting new tool capabilities and enable Customers self-service strategy
• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
• May act as a coordinator or project leader providing direction to Operations and linkage with SC Transformation tools capabilities development team
• Facilitates information validation and X-Markets decision making process
• Able to understand complex cross-functional business topics and focus on resolution
• Ensures effective collaboration between CIO functions and Operations team
• Applies all internal policies to ensure HP policies and audit requirements are met
• Performs additional tasks related to department’s activities, scope and goals, as assigned by SC leaders
• Assists Users/SMEs on quality issues and address to respective technical teams
• Reviews process performance with respective stakeholder and take corrective actions
• Defines workarounds; drives for permanent system fixes and corrective actions
• Escalation/Crisis management in case of system errors in data processing, misuse of systems/processes, etc.
• Seeks cross route-to-market solutions when necessary and links to process engineering teams
• Plays a proactive role in communications management on escalations and conveys messages clearly and succinctly to the stakeholders within defined frames and in a timely fashion
• Collaborates with operational teams, country SMEs and business stakeholders to gather business requirements, supporting and prioritizing the design of new or improved processes of medium to high complexity, and understands business/customer impact
• Acts as a general interface between business and IT
• Highlights knowledge gaps to the training team and issues ad-hoc training docs where standard documentation is not covering
• Contributes in process engineering activities and projects by supplying SME and system knowledge
• Owns the research and data analysis for moderately complex projects
• Utilizes standard project management and quality improvement methodologies as appropriate
• Communicates processes and project status, standards and changes or workarounds, clearly and succinctly to business and operations teams

Education & Experience Recommended

• Four-year or Graduate Degree in Supply Chain Management, Manufacturing Engineering, Operations management, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 7-10 years of work experience, preferably in supply chain, operations, or a related field.

Knowledge & Skills

• Hands-on experience with order management tools - OSS, BMT, 3W, SAP, etc.
• Strong background in order management and customer setup related processes
• BPM, Agile, Lean Six Sigma quality improvement training is a plus
• Strong knowledge of process area, experience with process improvement projects and ability to provide suggestions for process improvements
• Thorough knowledge of company operational processes, industry trends, and customer/partner requirement
• Broad understanding of core company businesses and the revenue cycle
• Strong Communication skills (i.e. written, verbal, presentation)
• Mastery in English and local language as well as other languages as required
• Basic financial acumen and advanced business knowledge – cross route-to-market is desirable
• PC and Microsoft Office tools knowledge – preferably intermediate and above
• Proven networking capabilities enabling to establish and maintain good relationships and collaborate with other groups/functions to reach business objectives, in support of customer/partner requirements.
• Well-developed presentation skills
• Ability to handle conflict situations
• Ability to work in a multicultural environment
• Project management skills
• Demonstrated teamwork and collaboration skills
• Advanced problem-solving and analytical skills
• Developed organizational skills, ability to autonomously prioritize workload to manage daily operational issues and meet agreed deadlines for action and feedback
• Process & tool oriented

Impact & Scope

• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"