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ResMed Logo ResMed · IT - Administration

Senior Business Analyst – Order Creation, Global Customer Service

Malaysia, Kuala Lumpur · Job Posted February 20, 2026
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Job Description

The Business Analyst, Order Creation within Global Customer Service plays a critical role in aligning order management processes and systems. This role bridges strategic business needs with functional and technical design across order management tools, analytics, and system optimization. You will partner closely with Global Process Owners (GPOs), Customer Service Managers, Program Stakeholders and IT to ensure scalability, adoption, and business impact whilst contributing to the development of a Global Core Model, supporting the shift from local to global standardization.

Job Responsibility

  • Line management of a team of order management business analysts
  • Analyse the order management related processes to identify process design and tool improvement opportunities
  • Translate business needs into structured problem statements and formalize user stories with clear acceptance criteria
  • Perform gap analysis between existing systems (Oracle EBS, Oracle Fusion, ROS) and business requirements
  • Contribute to the creation of 'To-Be' processes in collaboration with GPOs and POs
  • Support user acceptance testing (UAT), prepare scripts and validation checklists
  • Track business feedback, test execution logs, and assist in go-live readiness activities
  • Support continuous improvement and quick wins for order management
  • Support the change management required within the order management processes as we move to a global core model
  • Collaborate and support on documentation as required

Requirements

  • 5+ years in business analysis, customer service, or order management
  • Strong experience with order management and ERP transformation
  • Familiarity with lean tools
  • Excellent analytical and communication skills, with the ability to manage cross-functional stakeholders
  • Knowledge of Jira, Asana, Celonis or similar tools
  • Ability to thrive in a fast-paced, matrix global environment
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