Business Systems Analyst, I

MY-Penang
Job ID
44998
Function
IT

Overview

This position will be the primary contact point for Defective on Arrival (DOA) daily operation and escalations for EVM and AIT products.

Responsibilities

  • Ensure the DOA replacement device is send to customer in timely manner.
  • Ensure that customer return the faulty device to Zebra in timely manner.
  • Managing the Defective on Arrival (DOA) process to ensure the DOA cycle is completed in a timely manner.
  • Create and manage DOA cases in Salesforce system
  • Quality contact for Defective on Arrival (DOA) order processing in Siebel and Oracle Trilogy system
  • Work closely with Customer Service, Technical Support, Engineering, Product and Supply Chain team in order to ensure smooth and timely solution deliveries to a customer
  • Monitoring of trends and commonly reported problems or issues. Escalation of all issues requiring management awareness and/or assistance
  • Develop strong internal relationships critical to the timely and accurate problem isolation and resolution, built upon professional trust and integrity
  • Document and track exceptional events that may need investigation that fall outside of normal operating procedures
  • Work with BTO team and drive successfully system transition around the escalation processes
  • Ensure that all policies and procedures are based on sound business practices, and work closely with colleagues from other regions on globalization

Qualifications

  • Candidate must has at least a Diploma or Bachelor’s Degree.
  • Project management certification, skills and experience will be an added advantage
  • Strong leadership skills and able to work independently with minimal supervision.
  • Strong Organizational and time management skills
  • Demonstrated ability to effectively prioritize workload and meet deadlines
  • Proven ability to assist with complex projects in a highly stress environment while maintaining a professional composure
  • Ability to logically analyze complex problems and situations.
  • Intermediate to Advanced level experience with MS Office.
  • Must have excellent communication skills; oral, written and listening skills in English
  • Successful candidate will be based in Penang, Malaysia.

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