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