Work In Tech

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!

Job Description

Job Title Business Process Analyst

Reports to Manager, Business Operations

The "Business Process Analyst" is part of the Global Optimization & Business Intelligence We work with our valued (customers, distributor partners and country teams) to process optimization and enhancement and manage stakeholder/customer experience on every interaction in a, and reduce transactional efforts via efficient processes which help to expedite issue resolution.

1. Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely manner

a. Perform Process transition ensuring low effort experience for all stake holders

b. Create Process flow charts , Standard processes operating instructions

c. Define & agreed SLA , TAT of all newly transition processes

d. Own and manage customer experience by providing faster resolution, effortless experience, and better customer connect

e. Demonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets)

f. Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills

g. Assures change management practices are followed, including communication, training, documentation development, etc.

2. Reduces customer efforts and enhances productivity via process improvements

a. Identifies areas for continuous improvement in existing processes to reduce customer effort and aligns improvement projects to close shortfalls.

b. Drive the process improvement, and control initiatives.

c. Drives the development of measurement methodologies.

d. Analyses data to identify root cause problems from repetitive calls/issues and make suggestions for next-issue avoidance.

e. Identifies opportunities for Automation

3. Improves process of Channel Partners (applicable for APCC Group)

a. Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices.

b. Support In country teams to promote use of tools, such as Ecomm & WebUI, that enable service delivery by distributor resources

c. Support In country to Coach & guide channel partners to adopt continuous improvement in their processes that would improve the quality of service to customers by providing relevant inputs to enhance/improve the processes

4. Enhances competency level

a. Keep abreast with the continuing changes within the company, and excel in specific business systems and IT applications

b. Undertake specific knowledge enhancement activities to make you experienced at with impact & influence, to ensure high levels of customer satisfaction

c. Guides the development of measurement methodologies.

d. Assures change management practices are followed, including communication, training, documentation development.

e. Publish dashboards

Mandatory

• Full-time Bachelor’s degree mandatory.

• Minimum 3-4 years of experience as Business Process Analyst.

• Expertise with SAP – CRM, ERP, ECC, and Order Management

• Willingness for business travel.

• Knowledge of Rockwell Automation Business Model

Desirable

• Bachelor’s degree in engineering or Post-Graduation Degree/Diploma in Management is desirable.

• Knowledge of Power BI.

• Positive Language Communicates and respect. Supportive of team decisions and is trusted by others.

• 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.

Benefits:

The ability to collaborate with, learn from colleagues in a complex, global organization.

We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities.

Hybrid work-from-home and at a determined Rockwell Automation facility.

Corporate Social Responsibility opportunities,

Support from our 24/7 employee assistance program.

Reporting will to Technical Lead.

Primary work location: Noida, India.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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.

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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.