Position Title Analyst, Business Process

Business Group Global Sales & Marketing

No. of Positions 1

Requisition Number 74402BR

Job Category Sales, Services, and Solutions

Position Type Full Time

Relocation Eligible No

Position Summary Serves as resident expert and business process owner of Credits & Returns (C&R) functional area within Customer Care. Possesses in-depth knowledge of the related business processes and system transactions from the Customer Care and Distributor perspectives. Assists in identifying training needs. Develops and delivers training courses for employees and distributor partners. Gives consideration to voice of the customer and customer effort as needs are assessed. Ensures course material reflects current processes. Facilitates classroom and hands on instruction. Maintains tracking of course tracking, audits, reviews, and updates.

ESSENTIAL FUNCTIONS:

Functional

• Possesses strong familiarity with Rockwell Automation channel strategy and related Customer Care interactions.
• Possesses strong process and business system knowledge and is viewed as a subject matter expert.
• Fosters collaboration across the Customer Care organization, other RA functions, and Enterprise Excellence team, to drive appropriate and effective curriculum development.
• Develops training coursework, utilizing various methods, and ensures materials accurately and adequately identify processes and process steps. Training materials will also serve as a self-help guide for users.
• Manages all training delivery support elements including course registration, logistics, scheduling, completion, knowledge check/validation, and tracking of training participants.
• Focuses on driving continuous improvement and consistency globally. Responsible for global governance and related self-audit process.
• Demonstrates appropriate verbal and non-verbal presentation methods and skills. Responds appropriately to learners' needs. Utilizes effective questioning strategies and techniques.

Leadership

• Possesses excellent communication skills, a professional image, a positive constructive attitude, and a highly principled and ethical approach to communicating with Customer Care employees, other functions, regions, and channel partners.
• Accountability for meeting commitments and deadlines.
• Establishes and maintains smooth working relationships with key stakeholders and users.
• Leverages internal and external feedback and observations to make business processes and interactions more efficient and effective.
• Demonstrates courage amidst change and a positive approach to problem solving.

Interpersonal

• Fosters collaboration; frequently interacts cross-functionally, across regions, and with our Distributor partners.
• Actively seeks feedback to improve individual courses and overall curriculum.
• Possesses strong communication skills.
• Exercises patience. Talented in utilizing multiple methods in line with the learner's needs. Validates understanding.
• Builds productive internal and external working relationships.

Business

• Keeps the needs of the global organization and channel maturity in mind.
• Ensures that work activities add value both internally and externally, as appropriate.
• Stays current on knowledge of Rockwell processes and business systems.
• Ensures thorough familiarity with company policies and procedures. Appropriately applies policies and procedures in compliance with government laws.
• Ability to work adjusted/flexible work schedule

EOE,M/F/DISABLE/VET

#LI-DS2

Minimum Qualifications MINIMUM QUALIFICATIONS:

• Bachelors degree
• 2+ years of experience as a SME or Super User in a Customer Care (external customers) functional area or business.
• 5+ years experience in customer support related field.
• Experience in training development and delivery.
• Strong business, operational and procedural knowledge.
• Demonstrated ability to deliver effective presentations to audiences of various size.
• Must be able and willing to travel globally up to 25% of the time.
• Position can be worked at one of our listed global customer care offices. Legal authorization to work in the specified country is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Relocation is not offered for this position.
• Must effectively speak & write in English.

DESIRED QUALIFICATIONS:

• Degree in business, engineering, communications, or education is preferred.
• Working knowledge of Continuous Improvement methodologies desired.
• SME or Domain Expert experience in Credits & Returns desired.
• Advanced Excel, PowerPoint, Web tools, Virtual Learning knowledge

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.

Country(s) Argentina, Brazil, Colombia, India, Italy, Mexico, Netherlands, Poland, United Kingdom, United States

EEO Statement Rockwell Automation is an Equal Opportunity/Affirmative Action employer.

If you are an individual with a disability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at .

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Company Overview Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley® and Rockwell Software® product brands are recognized for innovation and excellence.

When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.

You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth - and career opportunities.

As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.

Work State/City Bogota, Buenos Aires, Katowice, Mayfield Village - Ohio, Mexico City, Milan, Milton Keynes, Milwaukee - Wisconsin, Noida, Rotterdam, Sao Paulo