Cloud Customer Support Analyst

**Are you ready to make a BIG impact with TD SYNNEX?** In addition to a competitive benefits package, we provide our co-workers with opportunities to get involved in well-being seminars and programming, employee-led Business Resource Groups (BRGs), leadership development tracks, special industry events, and much more. **Job Purpose** The Cloud Systems & Services team is responsible to optimize the business processes required for these businesses. This includes offering shared services through Tech Data owned Shared Service Center outsourced to service partners in EMEA. The Marketplace and Process Analyst will work on projects designed to improve quality, reduce errors and design new operational business processes. She /he will work with management, local sales teams, internal departments, platforms owners, IT teams, customers and vendors to gather and analyze information and make recommendations. An important role for this consultant will be to work closely with Tech Data Country sales teams to ensure appropriate service levels are provided to Super Users, End Users, and Customers. The consultant will also work closely with vendors to ensure appropriate understanding, documentation, and use of their platforms as applicable. Other project orientated duties may be assigned as needed. The Process analyst can be called upon to design new processes, such as a new automated system for billing and procurement or a new support service for a new platform. She/he should be able to analyse existing processes to reduce errors and breakdowns and improve quality. Process analysts also work on quality improvement projects and document business processes. The team is also responsible for roll-out Cloud solutions to all Tech Data entities in Europe (21 countries +). The team will collaborate with all of Tech Data's Business Unit leaders and their key partners, to develop the right strategies, and strive to deliver best in class systems with maximum impact and synergy across Europe. **Responsibilities**: - Mapping of process flows across Operations teams, the collection, documentation and analysis of data, the identification of process gaps and support of process improvement initiatives to increase operational efficiencies. - Create process maps and document key business requirements needed to evaluate opportunities. - Create value stream maps to identify and highlight potential areas of improvement. - Coordinate and facilitate cross-functional / cross-organization meetings between stakeholders on various end-to-end business processes. - Conduct root cause analysis of process inefficiencies by examining material flow, scheduling, production capacity, constraints. - Document Operational "As-is" processes and the desired "Future State" processes. - Define SLAs and measure results. - Deploy new operational processes and escalate them as needed. - Maintain, manage and constantly improve central processes - Document all process accordingly: Ensure all necessary procedures and management processes are implemented to guarantee homogeneous and up-to-standard across locations within regional scope. - Ensure appropriate training and self-actualization of skills for all staff for new processes or with outsourced parties. - Manage constant communication with countries and other stakeholders around processes. **Knowledge Skills and Experience** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. - Solid understanding of eCommerce - Knowledge of finance and accounting processes is a plus. - Experience with evaluating ROI is a plus but not mandatory. - Proven analytical and problem-solving abilities. - Ability to work autonomously and independently - An out of the box thinking mentality - Exceptional customer service orientation. - Be proficient in the use of analytic tools such as data gathering and analysis, spreadsheets, flow-charting and process diagramming. - Comfortable working in an international results driven project organisation. - Project Experience of Software Licensing, Support, or Customer Service functions definite advantage. Understanding of the IT Software / Services / SaaS industry are helpful - Technical Know how / understanding on Tech Data tools such as: SAP, MS office products, hardware, and operating systems as well as knowledge of programming languages, diagnostic utilities, monitoring tools, etc. - IT Channel experience, Pan European distributors or Software vendor are a definite advantage - Significant experience working with large multinational accounts - Exceptional written and oral communication and presentation skills in English language, additional European languages being a plus. - Intercultural experience is a plus **4. Working Conditions**: - Occasionally travel within Europe. - Normal, professional office environment LI-NL1