Senior Business Analyst – Order Creation, Global Customer Service

Senior Business Analyst – Order Creation, Global Customer Service

Resmed Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

The Senior Business Analyst for Order Creation within Global Customer Service plays a critical role in aligning order management processes and systems. This role bridges strategic business needs with functional and technical design across order management tools, analytics, and system optimization. You will partner closely with Global Process Owners (GPOs), Customer Service Managers, Program Stakeholders and IT to ensure scalability, adoption, and business impact while contributing to the development of a Global Core Model, supporting the shift from local to global standardization.

Responsibilities

• Line management of a team of order management business analysts
• 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, ROS) 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

Required Qualifications

Additional Context

In the context of our transition from local to global governance, this role supports a Global Core Model with regional considerations. The position balances immediate regional needs with long-term global alignment to harmonize processes, standards, and tools while allowing iterative evolution.

We are committed to diversity and inclusion and to responding to every applicant.

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