Business Systems Analyst
The Business Systems Analyst will be primarily responsible for supporting the ERP system for the Business Commercial Support and Sales Operations team. Provide data management and technology tools to support a function through tactical execution of the department strategies through business applications. This position collaborates with local ERP system support to ensure system compliance and accuracy. Duties are varied and complex often-involving research, analysis, and solution development. Provides direction on issues in area of expertise and assists department leadership in setting strategic direction. The position will work closely with the customer service and commercial contract teams on identifying operational process improvement through EDI.
What you’ll do
- Responsible for continuously improving the ERP system and achieving quality objectives through daily actions.
- Participates in local project teams that relate to business support
- Coordinates activities with local IT partners to ensure that system requirements are met.
- Act as ERP subject matter expert for given processes, providing in-depth knowledge and expertise on processes and system functionality.
- Develop cross-functional relationships to facilitate optimal business partnerships, aid in knowledge and communication flow, and maintain execution of document or plan deployment.
- Determine methodology, approach, and work plan within the area of expertise.
- Work closely with the Customer Service Partners to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal/external processes.
- Gather data related to internal/external customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved (balancing customer experience and cost containment).
- Support the team in resolving internal/external customer’s questions or complaints by acting with diplomacy and ensuring the customer is satisfied, by identifying a solution to the customer’s query.
- Monitor the day-to-day operations through qualitative and quantitative measures looking all aspects of service provided by the customer care and commercial contract teams (internal/external customer experience, accuracy, speed, other relevant KPIs)
- Develop strategies to grow eCommerce utilization – Canada
- Customer education, influencing, consulting on eCommerce – Canada
- Coordinate/facilitate eCommerce on-boarding in the systems – Canada
- Act as an ambassador and liaison so that the members of the chapter establish synergistic strategies – Canada.
- Bachelor’s Degree, experience may be considered in lieu of degree
- 4 years of analytical experience
- Strong technical and SAP System knowledge
Data Analysis Experience
- Comprehensive computer skills including advanced MS Excel utilization
- Excellent customer service, interpersonal, and communication skills
- Previous project management experience
Teamwork & collaboration
- Process Monitoring (order monitoring) & Improvement
- Excellent written and verbal communication skills.
- Hybrid mode: Mandatory weekly presence at the Laval head office to collaborate with the team.
Other Competencies
- Demonstrated problem-solving ability, combined with effective business judgment and ability to communicate clearly. Must possess a strong sense of urgency and focus on Customer Service
- While working on multiple projects at a time, be able to focus on the details while finding creative ways to solve challenges.
- Organized, detail-oriented, strong coordination skills and able to deal with ambiguity in a constantly evolving environment.
- Demonstrated analytical expertise, business acumen and dedicated to solving business challenges.
- Accurately anticipates future consequences to current action.
- Seeks out and harnesses available data sources to make informed decisions to optimize customer interactions and experiences.
- Reduces activities that waste resources.