Senior Business Analyst

ResMed (Malaysia) Sdn Bhd; Kuala Lumpur; Remote; MYR 120,000 - 150,000; Full time

Job summary

A leading healthcare technology firm seeks an experienced Business Analyst to join their Global Technology Solutions team in Kuala Lumpur. The role involves managing the lifecycle of user stories, collaborating with global teams to enhance customer service solutions, and analyzing business processes. Candidates should have over 8 years of experience and strong analytical skills. Flexible working arrangements and competitive benefits are offered.

Benefits

Bonus plan

Working from home flexibility

Referral bonus

Competitive benefits (Pension, Health Insurance)

Internal career opportunities

Qualifications

• 8+ years of experience as a Technical Business Analyst.
• Experience in solutioning and supporting customer service.
• Strong analytical and problem-solving skills, with attention to detail.

Responsibilities

• Gather requirements effectively from business users.
• Implement system solutions that improve efficiency.
• Develop user stories and acceptance criteria.

Skills

Technical Business Analysis

Customer Service Solutions

Analytical Skills

Problem-Solving Skills

Remote Collaboration

Education

Bachelor’s degree in computer science or related field

Tools

CRM systems (preferably Service Cloud)

Oracle ERP

Job description

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well‑being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future‑ready operations.

We are looking for our future Business Analyst to join our Global Technology Solutions team supporting Global Revenue and Customer Support Solutions.

In this role, you’ll own the end‑to‑end lifecycle of user stories — from gathering requirements and defining acceptance criteria to supporting production deployment. You’ll work cross‑functionally with users, solution architects, and development teams to drive impactful solutions that support business operations.

Responsibilities

• Effectively communicate and engage with business users and peers to gather requirements.
• Work closely with global customer service teams to implement system solutions that streamline processes and improve efficiency.
• Proven ability to analyze and gather complex business processes and develop effective solutions.
• Develop user stories and acceptance criteria to drive functional, technical and system requirements.
• Work with solution architects and platform architect teams to design solutions based on signed‑off business requirements.
• Provide a walk through of developed features and functionality to business users.
• Facilitate User Acceptance testing with identified users and obtain sign‑off for implementation.
• Partner with cross‑functional teams across multiple different time zones.
• Actively engage and inform stakeholders across the business on progress of the tasks.
• Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping.
• Follow change management processes defined within ResMed.
• Provide post‑implementation support and ensure prompt resolution of reported issues.

Required Qualifications

• 8+ years of experience as a Technical Business Analyst.
• Experience in solutioning and supporting customer service.
• Strong business acumen with a customer‑first mindset.
• Strong analytical and problem‑solving skills, with a keen attention to detail.
• Work effectively in a remote setting, collaborating with remote and global team members across multiple time zones to ensure seamless coordination and communication throughout the project lifecycle.
• 5+ years of experience with CRM system – preferably Service Cloud.
• 3+ years of contact center experience.

Preferred Qualifications

• Bachelor’s degree in computer science or related field.
• 3+ years of Oracle ERP experience.

Additional Information

• At ResMed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organization.
• Working from home flexibility.
• Referral bonus and access to ResMed's preferred shareholding programme.
• Competitive benefits (Pension, Long‑Term Illness Protection, Health Insurance, etc.).
• Internal career opportunity – joining an international fast‑paced and massively growing company.

Resmed is an Equal Opportunity Employer.