Functional Analyst - Genesys and OSC

Sandisk; Bengaluru; Presencial; INR 1 100 000 - 1 700 000; Tempo integral

Resumo da oferta

Sandisk Bengaluru is seeking a detail-oriented Functional Analyst with expertise in Genesys and Oracle Service Cloud (OSC) to bridge business requirements and system functionality within our contact center and customer service platforms.

You will analyze, configure, test (functional, integration and UAT), document processes, train end users, and collaborate with developers, PMs and analysts to drive improvements and service delivery.

Qualificações

• Analyze and document functional requirements from business stakeholders and translate them into system configurations within Genesys and OSC platforms.
• Configure, customize, and maintain Genesys and OSC systems to align with organizational processes and objectives.
• Perform comprehensive system testing: functional, integration, and user acceptance testing to ensure quality.
• Troubleshoot and resolve functional issues, providing technical support to end-users and internal teams.
• Collaborate with developers, project managers, and business analysts to implement solutions and drive continuous improvement.

Responsabilidades

• Analyze and document functional requirements from business stakeholders and translate them into system configurations within Genesys and OSC platforms.
• Configure, customize, and maintain Genesys and OSC systems to align with organizational business processes and objectives.
• Perform comprehensive system testing, including functional, integration, and user acceptance testing to ensure quality and compliance with requirements.
• Troubleshoot and resolve functional issues in a timely manner, providing technical support to end-users and internal teams.
• Collaborate with cross-functional teams including developers, project managers, and business analysts to implement solutions and drive continuous improvement.
• Create and maintain detailed technical documentation, including process flows, configuration guides, and SOPs; conduct training sessions and onboarding support to end-users on system functionality and best practices.
• Identify opportunities for process optimization and system enhancements to improve efficiency and reduce costs.
• Participate in system upgrades, patches, and migrations with minimal business disruption.
• Monitor system performance and generate reports to track metrics and drive improvements.

Conhecimentos

Genesys

Oracle Service Cloud (OSC)

Business Analysis

Testing

Documentation

Training & onboarding

Cross-functional collaboration

Ferramentas

Genesys Platform

Osc Configuration

Descrição da oferta de emprego

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today’s needs and tomorrow’s next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we’re living in and that we have the power to shape.

Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.

Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.

Description

We're looking for a detail-oriented and analytical Functional Analyst with expertise in Genesys and Oracle Service Cloud (OSC) to join our team in Bengaluru, India. In this role, you will serve as a key Techno-Functional role, bridging the gap between business requirements and system functionality. You will be responsible for analyzing, configuring, and optimizing our contact center and customer service platforms to drive operational efficiency and enhance customer experience.

• Analyze and document functional requirements from business stakeholders and translate them into system configurations within Genesys and OSC platforms
• Configure, customize, and maintain Genesys and OSC systems to align with organizational business processes and objectives
• Perform comprehensive system testing, including functional, integration, and user acceptance testing to ensure quality and compliance with requirements
• Troubleshoot and resolve functional issues in a timely manner, providing technical support to end-users and internal teams
• Collaborate with cross-functional teams including developers, project managers, and business analysts to implement solutions and drive continuous improvement
• Create and maintain detailed technical documentation, including process flows, configuration guides, and standard operating procedures - Conduct training sessions and provide onboarding support to end-users on system functionality and best practices
• Identify opportunities for process optimization and system enhancements to improve efficiency and reduce operational costs
• Participate in system upgrades, patches, and migrations while ensuring minimal disruption to business operations
• Monitor system performance and generate reports to track key metrics and identify areas for improvement

Additional Information

Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [e-mail] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.