Business Analyst – Returns, Global Customer Service (12 months contract)

Overview

Business Analyst – Returns, Global Customer Service (12 months contract) Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Responsibilities

Analyse the order management related processes to identify process design and tool improvement opportunities. Translate business needs into structured problem statements and formalize user stories with clear acceptance criteria. Perform gap analysis between existing systems (Oracle EBS, Oracle Fusion, Customer Platform) and business requirements. Contribute to the creation of 'To-Be' processes in collaboration with GPOs and POs. Support user acceptance testing (UAT), prepare scripts and validation checklists. Track business feedback, test execution logs, and assist in go-live readiness activities. Support continuous improvement and quick wins for order management. Support the change management required within the order management processes as we move to a global core model. Collaborate and support on documentation as required. Qualifications

2+ years in business analysis, customer service, or order management Strong experience with order management and ERP transformation Familiarity with lean tools Excellent analytical and communication skills, with the ability to manage cross-functional stakeholders Knowledge of Jira, Asana, Celonis or similar tools Ability to thrive in a fast-paced, matrix global environment Global Core Model & Transformation

In the context of our transition from local to global governance, this role plays a critical part in shaping and executing a Global Core Model. The role must support the progressive convergence towards unified global processes, standards, and tools while balancing regional needs with long-term global alignment. Joining us is more than saying “yes” to making the world a healthier place. It’s about a career that’s challenging, supportive and inspiring, within a culture driven by excellence that fosters diverse and inclusive ideas. We commit to respond to every applicant.

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