Business Process Analyst

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 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 LI-Hybrid LI-MS2 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