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A leading company in the Pump Industry is seeking a Subject Matter Expert to oversee global business processes within IT. You will lead support issues, enhance user experience, and maintain documentation, all while fostering a strong customer service mindset. The role requires previous IT experience and a bachelor’s degree in a relevant field, alongside excellent communication and organizational skills.
Job Summary:
As a Subject Matter Expert, you will own end-to-end global business processes such as ATC, PTP, OTC, PTM, HR, Interfaces, BI, and Supply Chain. You will maintain deep knowledge of the supporting applications and technologies, collaborate with internal and outsourced technology teams, and ensure timely, quality solutions for the business.
Key Responsibilities:
Act as the resolver lead for your business process area; triage and diagnose support issues (process, data, or technical)
Route technical issues to appropriate teams, monitor SLAs, and ensure timely resolution with thorough documentation
Provide management with weekly reports on metrics, KPIs, issue trends, and risk analysis
Implement long-term root-cause solutions to reduce incident volume and improve total cost of ownership (TCO)
Evaluate change/enhancement solutions with a strategic, enterprise-wide mindset focused on value and sustainability
Support testing phases by maintaining test scenarios/scripts and executing automated regression tests
Partner with project teams during Hypercare to ensure smooth transitions into support
Lead transitions of global business processes from projects into support, maintaining process and system documentation
Enhance user experience through training materials, ticket insights, and continuous service improvements
Your Profile:
Hands-on experience with end-to-end business processes
2-10 years’ experience supporting IT systems and integrations, including 1-2 full life-cycle application implementations
Familiarity with issue resolution workflows and tools like ServiceNow
Strong customer service mindset and ability to communicate clearly with non-technical stakeholders
Bachelor’s degree in Information Systems, Business, Engineering, or related field
Excellent organizational, engagement, and communication skills
Proven ability to work effectively within matrix teams
Fluent in English (written and verbal); additional languages are a plus
Enthusiastic learner with a growth mindset
What We Offer:
Competitive salary with benefits tailored to your location, and opportunities for professional growth in a culture driven by people-first values, integrity, and safety.
Req ID: R-14985
Job Family Group: Information Technology
Job Family: IT Business Analysis