Business Analyst – Returns, Global Customer Service (12 months contract)

ResMed; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global healthcare company in Kuala Lumpur is seeking a Business Analyst to optimize order management processes. The ideal candidate has over 2 years of experience in business analysis, with strong skills in order management and familiarity with ERP systems. The role requires collaboration with cross-functional teams and supports the transition to a Global Core Model. This position offers a challenging and inspiring work culture focused on innovation and excellence.

Qualifications

• 2+ years in business analysis, customer service, or order management.
• Strong experience with order management and ERP transformation.
• Familiarity with lean tools.
• Ability to thrive in a fast-paced, matrix global environment.

Responsibilities

• Analyse order management processes for improvement opportunities.
• Translate business needs into structured problem statements.
• Perform gap analysis between systems and business requirements.
• Contribute to the creation of "To-Be" processes.
• Support user acceptance testing and preparation of scripts.

Skills

Business analysis

Customer service

Order management

Analytical skills

Communication skills

Tools

Jira

Asana

Celonis

Job description

Let\'s talk about the team:

The Business Analyst, Returns 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 whilst contributing to the development of a Global Core Model, supporting the shift from local to global standardization.

Let\'s talk about the role:

• 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, Customer Platform) 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.

Let\'s talk about you:

• 2+ years in business analysis, customer service, or order management




• Strong experience with order management and ERP transformation




• Familiarity with lean tools.




• Excellent analytical and communication skills, with the ability to manage cross-functional stakeholders




• Knowledge of Jira, Asana, Celonis or similar tools




• Ability to thrive in a fast-paced, matrix global environment

Global Core Model & Transformation Approach

In the context of our transition from local to global governance, this role plays a critical part in shaping and executing a Global Core Model. While being deeply aware of regional specificities and operational constraints, the role must support the progressive convergence towards unified global processes, standards, and tools. The model requires iterative evolution supporting regional initiatives and urgent improvements in parallel to global harmonization. The ability to balance immediate regional needs with long-term global alignment is key to success.

Joining us is more than saying \"yes\" to making the world a healthier place. It\'s discovering a career that\'s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.