Business Analyst III, ERP COE

Work Schedule

First Shift (Days)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

JDE E1 Functional Analyst

Order-to-Cash, Customer Service & Service Management

FUNCTION

IT / Business Applications

CORE SCOPE

O2C | Customer Service | Pricing | Service

EXPERIENCE

8+ years JDE E1

ROLE PURPOSE

 

Provide functional and business process support for Oracle JD Edwards EnterpriseOne (JDE E1) across the customer lifecycle, from customer and order creation through pricing, fulfillment, invoicing, returns and after-sales service. The role partners across Customer Service, Commercial, Sales, Supply Chain, Distribution, Warehouse, Service Operations, Finance and IT to improve customer experience, order accuracy, visibility, service levels, standardisation and automation.

ROLE & RESPONSIBILITIES

1. Functional Ownership: O2C & Customer Service

·  Own functional support for JDE E1 Sales Order Management and Customer Service across the end-to-end Order-to-Cash lifecycle.

·  Ensure effective processes for customer master, sales orders, order types/rules, pricing, availability and commitments, holds, backorders, order changes, cancellations, fulfillment, shipment confirmation, invoicing, returns, credits and order-status enquiries.

·  Work with business teams to resolve recurring operational issues and convert requirements into practical JDE E1 solutions and process improvements.

·  Promote standard JDE E1 functionality and common processes, reducing unnecessary customisation and local variation.

2. Customer Experience & Commercial Processes

·  Improve order accuracy, response times, customer visibility and exception handling across backorders, delivery issues, pricing discrepancies, holds and returns.

·  Lead functional support for Base / Advanced Pricing, including customer and contract pricing, discounts, promotions, rebates, freight/surcharges, pricing rules and effective dates.

·  Drive resolution of pricing issues affecting orders, invoices, credits and customer disputes, with appropriate pricing-data governance.

3. Service Management & After-Sales

·  Lead functional support for JDE E1 Service Management, covering service requests/orders, work orders, contracts, equipment/installed base, preventive and corrective service, parts, labour, warranty, billing and closure.

·  Improve service-order flow, scheduling, parts availability, service visibility, warranty/entitlement handling and billing in partnership with Service Operations.

·  Improve returns, repairs and replacements from authorisation through receipt, inspection, disposition, replacement/repair, credit and closure.

ROLE & RESPONSIBILITIES — CONTINUED

4. Cross-Functional Integration & Transaction Flow

·  Manage functional dependencies between JDE E1 and Warehouse, 3PL, Transportation and external applications to maintain reliable order, fulfillment, shipment and invoice transaction flows.

·  Partner with Warehouse / 3PL and Finance to resolve issues affecting customer orders, invoicing, Accounts Receivable, revenue and General Ledger.

·  Support integration touchpoints with CRM, customer portals, EDI, eCommerce, middleware, WMS / 3PL and service applications.

5. Process Improvement, Automation & Data

·  Drive continuous improvement across Customer Service, Order Management, Pricing, Returns and Service Management using current-state / future-state process design and structured root-cause analysis.

·  Identify and implement opportunities to reduce manual entry, duplicate work, transaction errors and operational exceptions through workflow, integrations, analytics, automation and AI-enabled capabilities.

·  Define useful process measures to identify bottlenecks and recurring exceptions, and strengthen governance of customer, item, pricing and service-related master data.

6. Solution Delivery & Demand Management

·  Own and prioritise functional demand and enhancements across O2C, Customer Service, Pricing and Service Management.

·  Lead functional analysis and solution design for configuration changes, enhancements, integrations and process improvements, balancing business value with sustainable standard solutions.

·  Develop clear requirements, functional specifications, process flows, test scenarios and acceptance criteria; coordinate with technical teams, integration teams, vendors and business stakeholders.

7. Delivery, Adoption & Production Stability

·  Support the full delivery lifecycle from requirements and design through configuration, testing, UAT, deployment, business readiness, training and post-go-live stabilisation.

·  Evaluate upstream and downstream impacts across Customer Service, Commercial, Supply Chain, Warehouse, 3PL, Service and Finance before changes are implemented.

·  Drive sustainable resolution of recurring production issues through root-cause analysis rather than short-term workarounds.

8. Time Zone Flexibility:

·  Given the role's close partnership with Australian and New Zealand business and IT stakeholders, the position requires flexibility to provide appropriate working-hour overlap and support across ANZ time zones, while being based in India.

SUCCESS MEASURES

Improved customer and order visibility; higher order accuracy and service levels; fewer manual interventions and recurring exceptions; stronger process standardisation; reliable O2C / service transaction flows; and faster, more sustainable resolution of business and system issues.

SKILLS & EXPERIENCE

The successful candidate should bring the following experience, knowledge and capabilities. These are candidate requirements, not additional role accountabilities.

JDE E1 & Functional Expertise

·  8+ years of hands-on functional experience with Oracle JDE E1 in business-facing Order Management, Customer Service, Distribution or Service Management roles.

·  Strong JDE E1 Sales Order Management knowledge: order entry / processing, order and line types, activity rules, availability and commitments, backorders, holds, fulfillment, shipment processing, invoicing, returns and credits.

·  Strong JDE E1 Base Pricing and/or Advanced Pricing knowledge, including customer-specific pricing, adjustments, discounts and commercial pricing rules.

·  Functional experience with JDE E1 Service Management or comparable ERP service-management capability.

Business Process & Integration Knowledge

·  Strong understanding of end-to-end O2C from a Customer Service / Order Management perspective.

·  Practical knowledge of service orders, work orders, equipment / installed base, service contracts, warranties, parts, repairs and service billing.

·  Experience with returns, repair, replacement and after-sales processes.

·  Strong understanding of how Sales Order Management interacts with Inventory, Warehouse / 3PL, Procurement, Service Management, Invoicing and Accounts Receivable.

·  Experience with JDE E1 integrations involving CRM, EDI, middleware, customer portals, eCommerce, WMS / 3PL and external service applications.

·  Solid understanding of customer, item, pricing, equipment and related master data.

Solution Delivery & Improvement Capability

·  Ability to translate complex business requirements into effective JDE E1 functional solutions.

·  Experience with business process workshops, current-state / future-state design, functional requirements, testing, UAT and end-to-end ERP enhancement delivery.

·  Strong analytical and structured problem-solving capability, including distinguishing system, configuration, master-data, integration and business-process root causes.

·  Experience working in global or multi-site environments and supporting process standardisation and adoption of common practices.

Stakeholder & Leadership Capability

·  Strong stakeholder management and communication skills across Customer Service, Commercial, Supply Chain, Service, Finance and technical teams.

·  Ability to operate as a credible functional partner between business stakeholders and IT / technical teams.

·  Practical understanding of automation, analytics, AI, customer portals and digital Customer Service capabilities is desirable.

Education

·  Bachelor's degree in Information Technology, Business, Supply Chain, Engineering or a related discipline.

ROLE PROFILE AT A GLANCE

 

O2C / Service / Pricing, JDE E1 + process

Cross-functional Standardise, simplify, automate