Flowserve is an American multinational corporation and one of the largest suppliers of industrial and environmental machinery. Our products help plants overcome the toughest flow control challenges.
Currently we’re looking for a Business Process Expert for the Enterprise Support for Information Technologies organization in EMA. This person will be responsible for queries resolution and improving user experience among other duties.
Your role
* Subject Matter Expert in End-to-End Global Business Process (e.g., ATC / PTP / OTC / PTM / HR / Interfaces / BI / Supply Chain)
* Maintain comprehensive knowledge about applications, tools, and technology supporting the global business processes
* Operate effectively as a unified team with technology experts (in-house and outsourced) as well as EnSite counterparts in other regions to meet deliverables and achieve quality solutions on time
* Resolver lead for the respective business process area; triage inbound support issues and determine if the issue is process, data, or technical
* Route technical issues to the appropriate technical support group, monitor SLAs, ensure resolution within the SLA, and document the resolution
* Provide insight to management with weekly reports, metrics, KPIs, issues, and risk analysis for the respective business process area
* Implement long-term solutions addressing root causes of support issues to reduce total incidents and improve TCO
* Evaluate solutions for changes/enhancements with an enterprise mindset, focusing on value-addition, usability, and long-term sustainability
* Support projects during testing cycles; maintain standard, repeatable test scenarios/scripts and perform automated regression testing
* Partner with project teams during Hypercare support phase to ensure a smooth transition into EnSite
* Lead the transition from projects into the support organization for the respective global business processes; review and maintain business process and system documentation from a support perspective
* Improve user experience by maintaining training materials, providing insight in open tickets and requests, and driving continuous improvements in service delivery
Your profile
* Hands-on experience in end-to-end business processes
* 2-4 years / 5-10 years of experience supporting various IT systems and integrations
* Understanding issue resolution processes and 3rd party tools such as ServiceNow
* Participation in 1-2 full life-cycle application implementations or production support
* Customer service attitude and ability to communicate with non-technical business personnel
* 4-year degree in Information Systems, Business Engineering or related discipline
* Excellent business engagement, organizational, and communication skills
* Demonstrated ability to work in and manage matrix teams
* Excellent communication skills in English (written and verbal); other languages are a plus
* Eager to learn and gain more knowledge
We offer a variety of benefits alongside a competitive salary depending on the exact location.
Required Experience
Key Skills
SQL, Agile, Business Analysis, Visio, Waterfall, Business Process Modeling, Requirements Gathering, User Acceptance Testing, Business requirements, SDLC, Systems Analysis, Data Analysis Skills
Employment Type
Full-Time
Experience
years
Vacancy
1
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