Job
Description
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us! Job Description Position Title : Business Process Analyst Noida, India ROLE SUMMARY The "Business Process Analyst" is part of the Global Optimization & Business Intelligence We work closely with our valued stakeholders (customers, distributor partners and country teams) to drive process optimization and enhancement, and own & manage stakeholder/customer experience on every interaction in a and reduce transactional efforts via effective and efficient processes which help to expedite issue resolution. Key Responsibilities & Deliverables Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely manner Perform Process transition ensuring low effort experience for all stake holders Create Process flow charts , Standard processes operating instructions Define & agreed SLA , TAT of all newly transition processes Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect Demonstrate in a multi-channel contact environment (phone, email, chat, service tickets) Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating ownership/initiative, and Assures change management practices are followed, including communication, training, documentation development, etc. Reduces customer efforts and enhances productivity via process improvements Identifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls. Drive the continuous process improvement, and control initiatives. Drives the development and enhancement of measurement and methodologies. Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance. Identifies & Promotes opportunities for Automation Improves process of Channel Partners (applicable for APCC Group) Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices. Support In country teams to actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resources. Support In country to Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers by providing relevant inputs to enhance/optimize the processes. Enhances competency level in a planned manner Keep abreast with the continuing changes within the company, and excel in specific business systems and IT applications Undertake specific knowledge enhancement activities that will make you experienced at multitasking, prioritizing and communicating with impact & influence, to ensure high levels of customer satisfaction. Drives the development and enhancement of measurement, methodologies. Assures change management practices are followed, including communication, training, documentation development, etc. Publish timely dashboards The Essentials - You Will Have Minimum 3-4 years' of experience as Business Process Analyst. Expertise with SAP – CRM, ERP, ECC Willingness for business travel. Knowledge of Rockwell Automation Business Model Desirable Bachelor's Degree in Engineering and/or Post-Graduation Degree/Diploma in Management is desirable. Knowledge of Power BI The Preferred - You Might Also Have Ownership - Takes responsibility for individual performance and aware of team performance goals. Advocacy & Alternate Positioning - Works on assignments that are moderately. Difficult, requiring judgment in resolving issue or in making recommendations. Ability to identify potential issues and bring them to supervisor's attention. Issue diagnosis, Resolution & Next issue avoidance - Promptly notifies manager about any problems that affect his/her ability to accomplish planned goals. Build Organizational Talent - Takes responsibility for individual performance and aware of team performance goals. Process Knowledge & Education - Receptive to coaching and feedback. Channel Navigation - Corresponds clearly in multi-channel environment (phone, email, chat ,service tickets. Proactively contributes to other's efforts and collaborates with teams across functions in the country. Asks appropriate probing questions to ensure understanding of situation, recognizes and offers alternative options to customer. Reports to : Team Lead What We Offer Our benefits package includes … Comprehensive mindfulness programs with a premium membership to Calm Volunteer Paid Time off available after 6 months of employment for eligible employees. Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation. Employee Assistance Program Personalized wellbeing programs through our OnTrack program On-demand digital course library for professional development and other local benefits! At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles. Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office. Show more Show less
