BTS Process Analyst Manager

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Process Analyst Manager

What this position is about - Purpose :

The Process Analyst acts as a service provider working under the BTS Team Lead / Business Expert lead to implement the approved process changes and continuous improvement of the business.

He also provides expertise in his / her application / process specialization to support the daily operations and effective performance of the business solution (application / support maintenance) with a focus on critical / complex incidents & significant change / service request delivering timely and quality solutions to users while at the same time ensuring that they utilize the full application potential.

He / she is the expert on the assigned areas, coaching and helping the process / application analysts in the configuration / customization of the associated application modules.

He / she is the point of contact between his / her specific process areas and the Power Users, keeping them up-to-date and knowledgeable of the systems and business processes / best practices.

He drives and monitors the implementation of small, approved projects ensuring alignment of changes to the GRM.

What will you do - Responsibilities :

Operations

• Having the ownership of the application support requests coming from the Global Service Desk (GSD), he / she provides application support for both Production and Development with a focus on critical / complex incidents & significant change / service request
• Reproduce the problem in test system
• Investigate for the solution by searching in internal solutions database, searching for SAP notes if applicable, consulting with relevant experts, test implemented technical application
• Notes, communicating with, requesting and monitoring remote access by the application vendor's technical support team
• Test the solution
• Provide and confirm problem solution to end-users
• Maintain appropriate documentation on the change request
• When required update the knowledge base tool

Analyse Business process / system changes requests

Minor / standard enhancements / projects

Knowledge management

Who are we looking for - Requirements :

What`s in it for you?