Sênior Business Analyst - Sao Paulo, Brasil - VFSILVA RH

Descrição

• Organização Multinacional

Purpose of the job:

Support the well flowing of CoE activities for each subsidiary in LAO that is plugged with CoE Hybris LAO, to guarantee the positive impact for growth in each subsidiary.

This analyst must act in a very deep alignment with the VoC Management cell to strategically support the interaction and constant evolution of the other cells (operations and merchandising) leading the way to sustain the overall health of all activities pipelines, act to plan and evolve with demanded communication with subsidiaries, regarding business strategies/activities.

Always in accordance with the proper current company policy (contract, ethics, business mode and procedures), insuring that the final client of the subsidiary can access the products/services needed on the proper digital commerce channel, align to the local operation strategy.

Skills:

• Previous experience with Asian corporations and business model
• Previous experience with different culture and dynamic environment
• Previous experience with Spanish speaking environment
• Previous experience in digital communication and digital agencies
• SEO knowledge
• Vtex work experience
• Hybris work experience
• English (mandatory)

Activity
Active constantly, proactively and efficiently to guarantee health, context, level of description and quality on tickets and documentation that constitutes demand from the subsidiaries

• Coordinate the work and evolution in all tickets created for CoE Hybris LAO and give visibility on effort estimate, capacity and potential overload, challenges and health status
• Conduct more complex analysis of tickets status, health and evolution in a more general view (merchandising + operations) and identify value points brought to the business
• Conduct value aggregate analysis to generate insights that can led CoE to drive the client/subsidiary to improve their performance in Hybris operation, acting as a consultant to continuous improvement on CoE capabilities for each subsidiary
• Guarantee that the CoE processes for activities are being respect and fulfill, evaluating potential gap points to improve quality, safety and security for the operation
• Support the team in business view analysis and how to bring value to the business with the proposal solution
• Be the link to communicate and negotiate with Spoke Team for enhancements tickets
• Implementation of UAT (user acceptance tests) activities for new enhancements requested by the subsidiaries
• Do an assessment of Jira ticket quality and dates/status to elaborate reports to improve communication with the subsidiaries
• Obtain close cooperation within subsidiaries' teams and support/SPOKE teams for intercoordinated actions
• Support all operations activities demanded by the subsidiaries including: o Daily Jira ticket monitoring for enhancements o Escalate orders that are not possible to be solve to Spoke team o Fulfilment monitoring of enhancements' ticket evolution o Organization of daily activities and clear communication with stakeholders about due dates, challenges, updates and conclusions o Proactive ticket analysis of potential problems, bugs and issues and proactive communication about it to solve before it broke
• Responsible for the management of the enhancements pipeline of activities, monitoring the tickets status and acting in a proactive and helpful way to ensure the correct operation flow between the subsidiary request and the conclusion of the action
• Accountable for receiving, analyzing, processing, communicating and monitoring of enhancements requests from the subsidiaries, analyzing SLAs, due dates and priorities.
• Document the subsidiary demands and guarantee an easy and clear flow of communication between the parties.
• Communicate with support teams, when needed, and facilitate communication with subsidiaries to give visualization of evolution, advances, challenges, dates and status of tickets
• Communicate any change on ticket status, dates or activity, given clear vision to all key stakeholders (subsidiaries, LAO, support team, leadership and CoE Team)
• Track and support internal controls (KPIs, reports ) and manage the fulfillment of the company policies
• Put in practice and promote safety, security, control integrity, attention/care with the client (direct and indirect), efficiency and continuous improvement process.
• Administrate key indicators for service level to better improve customer service processes
• Conduct forums in accordance with the needed frequency with the proper teams (subsidiaries, support, SPOKE, CoE) to analyze process, evolutions, challenges and improve communication
• Understand internal processes, in loco results and assume commitments of service improvement with the clients (subsidiaries), in order to address main topics of discussion to improve results with the right internal areas MANDATORY PREVIOUS EXPERIENCE
• Operations activity previous experience in ecommerce (back office com