Flowserve is an American multinational corporation and one of the largest suppliers of industrial and environmental machinery, including pumps, seals, valves, actuation, instrumentation, energy recovery devices, hydraulic decoking systems, and more. 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 query resolution, improving user experience, and other duties.
Your role:
1. Subject Matter Expert in End-to-End Global Business Processes such as ATC / PTP / OTC / PTM / HR / Interfaces / BI / Supply Chain.
2. Maintain comprehensive knowledge about applications, tools, and technology supporting global business processes.
3. Operate effectively as a unified team with technology experts (both in-house and outsourced) and EnSite counterparts in other regions to meet deliverables and achieve quality solutions on time.
4. Lead resolution for support issues;
triage inbound support issues, determine if the issue is process, data, or technical.
5. Route technical issues to the appropriate support group, monitor SLAs, ensure resolution within SLA, and document outcomes.
6. Provide management with weekly reports on metrics, KPIs, issues, and risk analysis for the respective business process area.
7. Implement long-term solutions addressing root causes of support issues to reduce incidents and improve TCO.
8. Evaluate solutions for changes or enhancements with an enterprise mindset, focusing on value, usability, and sustainability.
9. Support project testing cycles;
maintain test scenarios/scripts and perform automated regression testing.
10. Partner with project teams during Hypercare to ensure smooth transition into EnSite.
11. Lead transition from projects to support;
review and maintain documentation from a support perspective.
12. Improve user experience through training materials, insights into open tickets, and continuous service improvements.
Your profile:
1. Hands-on experience in end-to-end business processes.
2. 2-10 years supporting various IT systems and integrations.
3. Understanding issue resolution processes and tools like ServiceNow.
4. Participated in full lifecycle application implementations and production support.
5. Customer service attitude;
adept at communicating with non-technical personnel.
6. 4-year degree in Information Systems, Business Engineering, or related discipline.
7. Excellent engagement, organization, and communication skills.
8. Ability to work in and manage matrix teams.
9. Excellent English communication skills;
additional languages are a plus.
10. Eager to learn and grow knowledge.
We offer a variety of benefits alongside a competitive salary depending on 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
Vacancy:
1
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