Global Business Process Analyst – Internal GCS Enablement Operations Symantec -
Springfield, OR
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About Us
Responsibilities
Provides the highest level of administrative and technical support. Full proficiency in a wide range of activities. Completion of some tasks may involve creativity and resourcefulness. May encounter a variety of different situations and apply a range of procedures and methods. Under established policies and procedures, independently performs a wide range of duties under general guidance from supervisor.
Some of the main responsibilities are:
Internally support Enterprise Account Managers by leveraging business processes and system knowledge
Handles calls engaging and supporting internal customers
Contribute to development of UAT testing scripts and perform testing
Understand and navigate Symantec’s licensing and entitlement programs
Generating business reports and producing analytics back to business to proactively engage GCS managers and to identify potential improvement opportunities and root cause analysis
Educate customers on self service tools
Maintain proficiency in all GCS transactional processes and tools
Participate in cross-functional projects of global scope
Act as Subject Mater Expert (SME) for specific processes that span multiple departments in GCS and work with GBPO on training and documentation
May make recommendations for new procedures.
Act independently within defined parameters to determine methods and procedures on new assignments. Often acts as a facilitator and team leader.Qualifications
BA/BS degree in business or related field, or equivalent business/office experience preferred.
5+ years of business experience with recent leadership or lead experience in a service, sales or order processing environment that may have included handling customer complaints, resolving customer issues, resolving problems with orders and developing teams.
Software industry experience preferred.
Highly effective interpersonal, oral and written communication skills.
Knowledge of Oracle is highly desirable.
Should be highly proficient in Excel and MS Word.
Project Management experience.
Experience working on developing business practices and or processes.
A successful applicant should posses the following skills:
Influencing skills
Negotiation skills
Process improvement skills
Leadership skills
Symantec - 5 months ago
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