VMware IB Services Business Analyst II in Atlanta, Georgia
This position reports to IB Services Expert Team Global Operational Manager(s). She/he understands complex processes, programs and policies; understands how to read legal documents and analyze Agreements and Amendments, applying knowledge and experience to meet SLAs while exceeding Customer and Partner’s expectations; has appropriate computer skills and knowledge to manipulate our proprietary databases and communicates to internal business partners. Finally, applies Customer service skills to maximize satisfaction, understands business metrics and accurately reports relevant data and concerns, escalating to management as appropriate.
This position will have the main responsibility to provide accurate and on time delivery of the assigned work with regards to ELA quotes, customer service and overall Deal Desk support responsibilities. This position will include the following responsibilities:
Management of renewal case requests in CRM
Efficient preparation and processing of ELA Quotations in collaboration with account manager, with specific focus on:
Tracking and maintenance of Enterprise License Agreements (ELAs) in support of quote creation and delivery
Identification of Entitlement Account number(s) for inclusion in the creation element of an ELA
Reconciliation of completed Installed Base (IB) report to Customer Records
Liaison with various internal teams to ensure efficient processing and approval of quote
Analysis & identification of potential Installed Base mismatches
Participation on Corporate and local projects as necessary
Deal Operations query management
Delivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)
Escalation and remediation of data challenges with data integrity teams that impact the quoting process.
Inquiry and ticket management resolution based on sales operations, sales or channel service requests
Availability to work extended shift during quarter end.
Required Skills and Qualifications
Bachelor’s degree, required
2 – 3 years of experience in data analysis
Strong understanding of data mining software
Intermediate knowledge of Salesforce
Strong Microsoft Excel skills and the ability to create high-level reports
Ability to work in a cross-functional environment with Operations and Sales
Excellent stakeholder relationship skills (Client facing, ability to assess internal client needs and interact with all levels of management, including and up to executive level)
Category : Business Strategy and Operations
Subcategory: Business Operations Analyst
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Work From Home: No
Posted Date: 2020-03-25
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.
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