Business Process Expert

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

**The team you'll be part of**

The Customer Experience organization provides a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups. While bringing deep understanding of local markets for our customer, the CX organization ensures strong alignment between sales and delivery teams.

You will be a part of CX Sales Support and Customer Success team working in proximity of frontline SSO, Market SSOs, Key Users, IT and CT teams enabling strong governance, rapid change management, unifying processes, integrating systems, driving efficiency, automation and leading to cost benefit for Nokia.

**What you will learn and contribute to**

The position will specifically focus on Customer Success App (CS App) related activities, Thorough understanding of Business Process and CS Application.

As part of our team, you will:

- Good understanding of Microsoft Power Apps, Power Automate and other related tools.
- Capable of translating data & business requirements into User stories and translate further into IT design/technical requirements
- Convert business requirements into User stories and translate further into IT design/specifications
- Build strong working relationship with a wide range of business partners at all levels of the company on the platform
- Partner with variety of project teams supporting customer facing programs and represent the voice of Application/ Project driving customer experience end-to-end solutions
- Build cross-stakeholder alignments and partnerships for a common tool governance
- Maintain and continually update/expand on the tool and process documentation
- Understand business process and business requirements through in-depth evaluation of business processes of the customers and translating them to requirements artifacts such as Functional spec/User stories/Business requirement document
- Support change management processes from requirements gathering till deployment / implementation
- Ensure that developed solutions meet business needs and requirements
- Should be able to assess risk when business / tool / App related decisions are made
- Can lead Change Mgmt. & Deployment related activities
- UAT, coordination and sign-off
- Drives Engagement Process with Target audience in CX and BGs
- Ensure consistent internal communication
- Support SharePoint Creation, Updates, Enhancements and Maintenance
- Training content and User Manual creation
- Creative thinker with the ability to transform technical and digital information and processes into compelling stories
- Experience in communicating with customers in global environment
- Move easily between big picture thinking and managing relevant detail
- Build trust with teams and stakeholders through open and honest conversation.
- Self-starter, able to succeed in a challenging environment independently & driven by success - consistently “going the extra mile”

**Your skills and experience**

You have:

- Salesforce CRM, Office 365 including Power Apps, advanced PowerPoint, SharePoint skills, Understanding Sales SELL process
- Experience in working as Business Analyst, creating detailed scope documents, process flow diagrams, creating and giving presentations
- Strong track record of academic and professional excellence and achievement with outstanding analytical and quantitative capabilities
- Sales team or Sales Support Functional experience
- Strong planning and prioritization skills - handles multiple tasks with conflicting/ overlapping timelines

It would be nice if you also had:

- User support and user training experience
- Managing project charter and timelines
- Able to effectively communicate status to management
- Self-starter - shows initiative and drive to manage project to completion

**What we offer**

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
- Chance to colloborate and learn with highly effective teams working on various topics from Salesforce Einstein Analytics, CPQ, Change Management & Market Sales Operations Management.

**Nokia is committed to inclusion and is an equal opportunity employer**

Nokia has received the following recognitions