EUC Learning Business Analyst and Operations Lead
4 weeks ago
Description
EUC End-User Computing Division
EUC Customer Learning provides industry-leading technical training and certification programs that build and recognize the desktop virtualization and digital workspace expertise of IT professionals and their organizations. Training solutions that make it possible for customers to realize the full potential of their EUC technology. By equipping IT professionals with the knowledge and best practices to design, deploy, manage, and support Horizon and Workspace One solutions, EUC Learning enables organizations to transform end-user environments through desktop virtualization and digital workspace and realize greater value from flexible, agile IT service delivery models sooner, with less risk.
Role description
The EUC Learning Business Analyst and Operations Lead directly supports partners, resellers, end-user customers and internal EUC teams to ensure that EUC provides exemplary customer service within our world-wide learning operations function. Each business analyst will ensure each customer contact will be a friendly, professional and encouraging experience to accurately address the needs of the customer.
Primary responsibilities include but are not limited to the following.
Managing the end-to-end Operations process for all 3 GEO’s.
Serve as the primary point of contact and operations lead for handling all incoming inquiries, requests, and communications from customers, partners, distributors, internal teams and other stakeholders, ensuring prompt and effective resolution.
Facilitated numerous stakeholder meetings to familiarize the new End User Computing (EUC) team with current processes and collaborated on identifying opportunities for streamlining workflows.
Raising Purchase Orders for Training and services line of business while working with Vendors and Legal team to get the contracts created.
Assist the customers, partners and internal teams on training schedule, registrations and proving the class participation credit.
Manage centralized learning and development emails, assisting internal/customer/partner inquiries that come into the EUC Learning and Enablement organization
Manage the training schedules for internal/customers/partners and resellers.
Manage training facility bookings/logistics support for all training related deliveries.
Liaise with internal and external trainers for delivery coverage and training readiness.
Work directly with cross-functional teams (example Sales Support, Ops, GEO leads and multiple stakeholders)
Proficient in strategic scheduling of classes, adept at allocating global instructor resources to optimize operational efficiency and meet organizational goals.
Working with IT team to get the new process streamlined, Generation of mailbox’s, UAT Testing, etc.
Spearheaded the seamless transition from legacy operations to EUC operations through comprehensive understanding of processes and hands-on execution within the new EUC division.
Engaging directly with customers, partners and internals as a SME to gather essential information and seamlessly managing request processing with an unwavering commitment to flawless execution.
Collaborate in project meetings to offer operational insights and contribute essential input for the seamless integration of new tools, ensuring alignment with operational objectives and requirements.
Involvement at the end of month/end of quarter activities with Finance, Revenue, Order Management, Accounting teams, and other teams, as needed
Requirements
Educational Requirement
Graduate / Bachelor’s degree or equivalent required
Characteristics/Values
Team player with a positive attitude in a dynamic work environment
Strong problem solving and analytical skills
Comfortable working in a fast-paced work environment while maintaining the accuracy of work
Systems oriented with strong analytical thinking and demonstrated problem-solving capabilities
Focus towards operational excellence methods and practices
Experience providing internal and external customers with solutions that produce results
Strong interpersonal skills and the ability to work well with peers and upper management
Self-starter, willing and able to take initiatives
Dependable and flexible to work in shifts to support global teams
Soft Skills
Good written and verbal communication skills (English) with the ability to communicate clearly and succinctly.
Ability to present business cases to senior leadership.
Ability to work independently and with cross-functional teams.
Technical Skills
Proficiency with Microsoft Office tools, in particular, PowerPoint and an intermediate level Excel skill
SalesForce or any other CRM tool
Oracle 11i or other ERP system
Learning Management System and Ancillary Tools and Platforms, including legacy and future-state systems
Desirable field of experience
5 to 8 Years of professional industry experience (in Business Operations, Sales Operations, Sales Finance, or Program Management)
Fundamental understanding of the Quote to Cash process
Understanding of pricing, quoting, order management, service contracts, project administration, billing or customer support processes
Key Reasons to Join
Our reputation for high quality, highly reliable, innovative, award-winning, industry-leading products, solutions and services helps EUC to attract and retain great people. Other key reasons to consider joining the EUC team include the opportunity to:
Work for the global leader in virtualization solutions from the desktop to the data center
Make an impact on your career, your team, the company, the industry and the world by fundamentally transforming how people and organizations use laptops, desktops, servers and data centers
Voice your creative solutions to new and existing problems and watch them become initiatives
Learn from an approachable, responsive executive management team and high calibre colleagues
Thrive in a unique work environment where the emphasis is on excellence, innovation, openness, collaboration and balance
Earn a competitive salary and performance-based bonuses and increases
Grow professionally and personally by accessing our in-house learning & development opportunities & education assistance program
Advance your career in our strong promote-from-within culture
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