Business Analyst

• Conducts analyses of data using various methods and tools to extract information as basis for decision making.
• Expected to actively engage in inbound and outbound phone calls to drive eCommerce product sales through expert support and guidance.
• Supports customers and internal users with referral to appropriate specialist for technical support and or problem resolution when warranted.
• Recognizes when to escalate customer issues.
• Participate on conference calls with various internal and external customers.
• Being a team player within a production support team and sharing your knowledge and experience with your other team members.
• Onboard customers with direct EDI and GHX set up, working with IT partners and customers.
• Collaborate with IT analysts to troubleshoot and perform system testing for eCommerce platforms, SAP, and EDI/GHX.
• User Acceptance Testing (UAT) for system updates, bug fixes, and new EDI/GHX connections.
• Drives process and system improvements for eCommerce platforms and SAP.
• Deep diving into SAP production issues/defects and resolving them as quickly as possible while tracking root causes and trends to improve overall system performance that ultimately reduces rework and improves the customer experience.
• Assisting with ad-hoc reporting and analytics based on the requirements provided with the ability to visualize the data (tell a story).
• Working closely with IT to solve complex issues in eCommerce platforms, SAP, and EDI/GHX.
• Aids in building internal and external training documentation related systems and processes.
• Build and manage daily system reports to ensure customer satisfaction.
• Generate revenue by managing orders for products/services from customers via electronic ordering and invoice failure intervention.
• Identify and help implement efficient EDI processes.
• Assist with driving the sales & marketing of eCommerce utilization to the US customer base for Diagnostics order administration.
• Maintain a positive team environment while providing the best customer experience.
• Identify and implement process improvements.

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