Senior Business Analyst – Application Operations (Sales Operation Domain)

Scope of Role

Serve as the business technology partner and application owner for Sales and Distribution platforms, responsible for ensuring stable operations, driving continuous improvements, and maximizing business value from technology investments.

The role owns the lifecycle of Sales Mobility, Collection, CRM, Customer Management, and future Sales Platforms, working closely with business users, vendors, and project teams to support daily operations, business growth, and digital transformation initiatives.

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Key Responsibilities

1) Platform Ownership

· Own and manage Sales Mobility, Collection, CRM, and related business applications.

· Ensure applications remain stable, effective, and aligned with business objectives.

· Manage application lifecycle activities, including enhancements, upgrades, and continuous improvements.

· Maintain application knowledge, documentation, and business process understanding.

2) Business Partnership & Value Realization

· Partner with Sales, Finance, Customer Service, and related functions to understand operational needs and priorities.

· Identify opportunities to improve business performance through better utilization of technology.

· Translate operational requirements into enhancement initiatives and improvement opportunities.

· Support user adoption and maximize business value from technology investments.

3) Vendor & Service Management

· Manage application vendors, support activities, and service delivery performance.

· Coordinate issue resolution, enhancement requests, and service improvements.

· Build strong relationships with business stakeholders and external partners.

· Monitor vendor performance against agreed service expectations.

4) Application Operations & IT Service Management

· Manage Incident, Problem, Change, and Release Management activities.

· Monitor application performance, service quality, and user satisfaction.

· Perform root cause analysis and drive corrective and preventive actions.

· Ensure operational stability and compliance with support processes.

5) Product Roadmap & Continuous Improvement

· Maintain and prioritize enhancement backlogs based on business value and operational priorities.

· Define application roadmaps with business stakeholders and IT management.

· Evaluate new capabilities and technology opportunities to support future growth.

· Support planning and business case development for future initiatives.

6) Project Transition & Business Adoption

· Represent the Operations team throughout application implementation and transformation projects.

· Support requirements validation, SIT, UAT, deployment, and hyper-care activities.

· Ensure smooth transition from project delivery into business-as-usual operations.

· Promote user adoption and continuous improvement following go live.

7) Compliance, Quality & Validation

· Ensure applications comply with applicable GxP, PIC/S, GAMP5, ISO, and company standards.

· Support Computer System Validation (CSV) activities and maintain required documentation.

· Adhere to information security, data integrity, and ISMS requirements.

· Participate in audits, inspections, and compliance reviews as required.

Work Experience

· Bachelor’s degree in Management Information Systems (MIS), Business Information Technology (BIT), Computer Science, Business Administration, or related fields.

· 5-8 years of experience in Application Management, Business Analysis, Product Ownership, or related roles.

· Experience supporting Sales Operations, CRM, Customer Management, Collection, Distribution, or Customer Service functions.

· Strong understanding of business process analysis and continuous improvement methodologies.

· Experience managing application vendors and third-party service providers.

· Experience with ERP-integrated applications.

· Knowledge of CRM, Sales Force Automation (SFA), Customer Management, Collection, or Distribution Systems.

· Familiarity with databases, integrations, APIs, and data flows is an advantage.

· Good command of written and spoken English.

Core Competencies

· Application Ownership & Product Mindset

· Business Partnership & Stakeholder Management

· Vendor & Service Management

· Business Analysis & Continuous Improvement

· IT Service Management Awareness

· Communication & Influencing Skills

· Problem Solving & Analytical Thinking

· Leadership & Ownership Mindset