Business Analyst - Post Sales Service

Salary: RM 11,000 – RM 13,000 per month

About the role

This role is responsible for driving Lenovo's global Post-Sales Service Entitlement and service processes, acting as a bridge between business and IT teams to design and deliver digital solutions. The position requires strong experience in business analysis, CRM systems (preferably SAP CRM or Service Now Entitlement knowledge), warranty and install base management, and post-sales service operations.

Key responsibilities

• Work between business team and IT team to design solutions that support business needs and enable IT implementation in relative systems

• Manage Lenovo global post sales service entitlement processes

• Support Lenovo products (PC/Server/smart devices/mobile products) warranty and non-warranty install base solutions in CRM systems, and support post sales service activities

• Lead and support entitlement business requirements, analyse and clarify requirements, design business solutions and pass to IT for realization

• Drive and support Lenovo internal CRM system related projects, design business process blueprints, develop functional specifications, execute system testing and provide post production support

• Work with multiple cross-functional teams to explore opportunities on systems and processes enhancement, hot issue solutions, regulations changes and product improvements

• Handle system issues solutions and provide support with analysis skills to solve problems and close critical issues or customer complaints timely

About you

• Bachelor degree in ERP/computer science or equivalent experience

• 5 years+ relative working experience in Business Analysis role in designing processes and systems on operational efficiency

• Ownership and accountability sense to drive cross-functional team work and deliverables

• Demonstrated problem-solving techniques in CRM systems, install base systems, post sales processes and post sales warranty solutions

• Strong written and oral communication skills in English and Chinese

• Ability to drive communications and make alignments efficiently

• Familiar with SAP CRM install base functionalities or equivalent background and experience

• Experience of digital transformation, business transformation or business analysis

• Working knowledge in the lifecycle management of service master data (including customer master data, equipment master data, warranty master data)

• Skillful on SAP CRM or Salesforce or other CRM business suite, especially CRM master data related modules; experience in data processing is a plus