Business Analyst

Business Analyst

Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld(TM) product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?


POSITION SUMMARY
The Global Repair Service (GRS) is responsible for the reverse logics operations, including return and repair, of BlackBerry handheld devices worldwide for Research In Motion. These projects within GRS include new hardware and software initiatives and changes to current software and hardware.

The Business Analyst will work as part of the GRS Customer Operations Team, liaising with internal and external stakeholders to gather, refine and document all service and RMA relevant data for customized reporting as directed by Service Managers in the region in support of carrier partners' internal customers.

The Business Analyst will primarily facilitate detailed RMA data gathering, processing and provide easy access to automated reporting in support of daily customer operations. Serves as an extension of the Service Managers in daily interaction with customers and suppliers for all daily tactical and reporting requirements, as well as to develop historical trends and studies to present to Senior Management. The Business Analyst is expected to provide up to date data and reporting relevant RMA activity, daily WIP, TAT, internal cycle times, invoicing, failure data, trends and other critical data relevant to KPIs by RIM and its suppliers. The successful candidate will also have the presence to interact with customers and suppliers at all management levels. This position will be directly accountable to the relevant Service Managers and Regional Director.

RESPONSIBILITIES

• Work with key stakeholders and Enterprise Resource Planning (ERP) system to gather and analyze data requirements as directed by management
• Design reports and maintain updated databases to provide easy access to any required data stream
• Provide daily Work in Progress (WIP) reporting and investigate root cause for aged WIP
• Provide required reconciliation reports of all relevant RMA activity for customers.
• Collect and analyze data to address customer escalations relevant to RMA, WIP and billing disputes
• Develop strong relationships with both internal and external stakeholders to secure required support in daily customer operations
• Become primary advisor to the Service Managers in terms of data and reporting.
• Design user defined reporting with the relevant variants and layout options in an SAP environment
• Analyze collected data to ensure ease of understanding and information management
• Interact with internal and external customers to maintain fluid data communication
• Interact with Project Management to ensure compliance with documentation, procedures and reports for new project implementation (CSC, CRC, etc)
• Maintain data relevant to KPIs affecting Customer Service Operations
• Generate high level presentations as required by management

ESSENTIAL SKILLS AND QUALIFICATIONS

• University Degree and/or College plus equivalent experience in a relevant discipline
• Minimum 6-8 years experience in a business/requirements analyst role in an information technology environment
• Strong background on office systems such as Microsoft Word, Excel, Visio, Project, Power Point
• Proven proficiency in SAP database. Proficiency in Oracle will be a plus.
• Proven ability to produce and design high quality reports in a short notice and limited guidance
• Strong written and verbal communication skills
• Spanish language fluency is required
• Brazilian Portuguese will be a plus
• Advanced analytical and problem solving skills
• Exceptional interpersonal and relationship management skills
• Strong facilitation and collaboration skills
• Must be a team player who is highly motivated and detail oriented
• Flexibility to work in an fast-paced environment and manage multiple concurrent tasks / projects
• Experience in Customer Operations is required
• Experience in AMS and repair operations will be an advantage

If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry! © 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.