Job Description

Summary Our Business Systems Analysts are responsible for supporting day-to-day business operations and Global Customer Services enterprise systems. The Business Analyst is part of the Service Efficiency Team focused on technology and business solutions. The role will assist business partners, customers, IT, and stakeholders in providing technical support with core technologies, including, BD Learning Compass, EIM, Salesforce and SAP ECC/CRM. Communication skills with a strong proficiency in English required.



Who We Are
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare sector. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.

Key responsibilities:

Technical

Primary customer and internal associate support for the BD Learning Compass Learning Management System (LMS):

Day-to-day system and course access support for end users, including new user confirmations and access level validations

Tier 1 customer support, including registrations, logins, and browser issues, as well as locating, accessing and using courses

Tier 2 customer support, including database corrections, batch user list imports, assisting customer learning manager and educators with various tasks, including building learning objects in Cornerstone OnDemand, and developing reports

Occasional outbound calls to help customers with urgent needs

Assist end users within SAP ECC/CRM, Salesforce, and related systems:

Technical support and monitoring of system issues via General Mailboxes and Chatter

Troubleshooting, break/fix cases, issue analysis, and day-to-day issues

Capture business requirements for system break/fixes and enhancements

Optimize and author technical support processes and procedures

Handoff critical issues at end of shift and escalate issues as required

Work with cross-functional teams of business, IT, and SMEs to gain consensus on solutions

Document solutions, develop and publish job aids, online help, and written protocols for both internal and external users

Customer Service

Develop and maintain proactive relationships with customers, internal business units and customer representatives to resolve issues, manage cases, and troubleshoot systems

Respond to reported issues and provide timely support updates to business partners and stakeholders within both Salesforce and using a ticket tracking system

Professional Skills & Key Competencies

Excellent listening skills, communication skills, and English proficient

Working knowledge of SAP and Salesforce

Customer service experience in a support role

Knowledge of business processes and functions in complex environments

Experience writing technical communications, including support ticket responses, job aids, user guides, manuals, instructional videos

Understand technical aspects of browser and database technologies to troubleshoot minor issues and understand who to work with on larger issues or concerns

Understanding of web-based applications and Tier 1-2 ITIL support

Familiarity with Learning Management System use and/or administration a plus

Proactively seek out opportunities for process improvement and assist in delivering solutions

Be a team player, ask questions, and seek opportunities to grow

Detail-oriented, self-motivated, enthusiastic, resourceful

Ability to prioritize and manage multiple tasks. Well organized and proactive.

Education Qualifications & Previous Experience:

Bachelor's Degree or equivalent experience in Business Systems

AA/AS in Computer, Technical or web development Field a plus

Minimum 1 -2 years of experience in a customer support role

Minimum 2 - 3 years in information technology business systems analysis

Prefer experience working within SAP, Salesforce.com or similar environments

Excellent analytical and communication skills

Additional Information

Ability to work from home with high-speed Internet access

Ability to work in office environment when safe post-pandemic

Work Schedule: 10pm-7am Mon-Fri (Malaysia)

Culture and Benefits

Here at BD, we embrace a growth mindset, building capabilities for the future and helping you become the best version of yourself. We offer our employees a clear direction and career pathway for development. We pride ourselves on our transparent and rigorous talent processes that are inclusive, deeply embedded in trust, aligned with our culture, and enable us to achieve strategic imperatives of the organization. Our leaders are committed, engaged and accountable to making talent our top priority.

How To Apply

Submit your application by clicking on the "apply" button at the top of the page.

Primary Work Location MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift MY2 Night 10p-7a Mon-Fri (Malaysia)