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Flowserve is an American multinational corporation and one of the largest suppliers of industrial and environmental machinery, from pumps and seals to valves, actuation and instrumentation, to energy recovery devices and hydraulic decoking systems, and more, our products help plants overcome the toughest flow control challenges.
Currently we're looking for **Business Process Expert** for the Enterprise Support for Information Technologies organization in EMA. This person will be responsible for queries' resolution and improving user experience among other duties.
**Your role**:
- Subject Matter Expert in End-to-End Global Business Process - f.e. ATC / PTP / OTC / PTM / HR / Interfaces / BI / Supply Chain /
- Operate effectively as a unified team with technology experts (both in-house and outsourced) as well as EnSite counterparts in the other regions, to meet the deliverables as promised to business in achieving quality-solution on time.
- Resolver lead for respective business process area; triage inbound support issues and determine if the issue is process, data, or technical
- Overall responsibility to route technical issues to the appropriate technical support group, monitor the SLAs, ensure the issue is resolved within the SLA and the resolution is documented
- Provide insight to management with weekly reports, metrics, KPIs, issues and risk analysis for the respective business process area
- Implement long-term solutions that address root causes of support issues to reduce total number of incidents and improve TCO
- Evaluate solutions for changes / enhancements with an enterprise mindset and focus on value-addition/usability/long-term sustainability
- Support projects during testing cycles; maintaining standard repeatable test scenarios/scripts and perform automated regression testing
- Partner with project teams during Hypercare support phase to ensure a smooth transition into EnSite
- Lead the transition from projects into the support organization for the respective global business processes; review and maintain business process and system documentation from a support perspective
- Improve user experience by maintaining training materials, provide insight in open tickets and requests, continuous improvements in service delivery
**Your profile**:
- Hands on Experience in E2E business processes
- 2-4 years’ // 5-10 years’ experience supporting various IT systems and integrations.
- Understanding issue resolution processes and 3rd party tools such as ServiceNow.
- Customer service attitude and must be adept at communicating with non-technical business personnel
- 4-year degree in Information Systems, Business, Engineering, or related discipline.
- Excellent business engagement, organization, and communication skills
- Demonstrated ability to work in and manage matrix teams
- Excellent communication skills in English, both written and verbal, other language is a plus
- Eager to learn and gain more knowledge
**We offer variety of benefits alongside competitive salary, depending on the exact location.**
**Req ID** : R-14985
**Job Family Group** : Information Technology
**Job Family** : IT Business Analysis
EOE including Disability/Protected Veterans. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. Pay Transparency Nondiscrimination Provision
