Senior Business Analyst – Order Creation, Global Customer Service

ResMed (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global healthcare company in Kuala Lumpur is looking for a Business Analyst to enhance order management processes and tools. This role demands at least 5 years of experience in business analysis and order management, alongside strong analytical and communication capabilities. You will manage a team, analyze processes for efficiency, and collaborate with cross-functional teams to drive improvements. This position offers an opportunity to contribute significantly to a global core model, working in a dynamic environment that values innovation and diversity.

Qualifications

• 5+ years in business analysis, customer service, or order management.
• Strong experience with order management and ERP transformation.
• Excellent analytical and communication skills.

Responsibilities

• Line management of a team of order management business analysts.
• Analyse order management processes for improvement opportunities.
• Perform gap analysis between existing systems and business requirements.
• Support user acceptance testing and track feedback.

Skills

Business analysis

Order management

Analytical skills

Communication skills

Stakeholder management

Tools

Jira

Asana

Celonis

Job description

Overview

The Business Analyst, Order Creation 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

• Line management of a team of order management business analysts
• 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, ROS) 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

• 5+ 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

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.