Order Management Senior Analyst & SME

Job Title : Order Management Senior Analyst & SME

Department : Business operations, Order to Cash

Location : Kuala Lumpur

Dedication : 50% Key user role / 50% process area senior specialist role

JOB PURPOSE:

Join our Order to Cash Hub Team as a Order Management Senior Analyst & SME and embark on a career-defining opportunity that blends operational excellence with strategic influence.

This dynamic role offers a clear pathway for professional advancement within our organization, allowing you to diversify your skillset beyond daily operations into valuable process optimization and system expertise.

You'll gain hands-on experience in change management and project delivery while working at the intersection of business and technology.

As a Order Management Senior Analyst & SME, you'll become a visible change leader with direct access to cross-functional stakeholders and leadership, positioning yourself for future growth opportunities in process ownership, team leadership, or specialized technical roles.

This strategically vital position shapes how our organization executes critical revenue-generating processes while providing you with the perfect platform to showcase your talents and make a meaningful impact on our business transformation journey.

Key Responsibilities

Change Management & Adoption

• Lead change management initiatives as primary change ambassador
• Engage users & drive adoption supported by engagement strategies from GPO, Hub and regional leaders)
• Develop and execute change communication plans when relevant
• Monitor and support user adoption metrics
• Identify, address escalate resistance to change proactively
• Identify changes for Hub team implementation

Process & System Management

• Monitor and maintain O2C processes and system performance for a given area
• Provide first-level support for process and system-related issues to end-users
• Manage master data readiness & quality when relevant
• Create, document & monitor incidents, change requests, tickets in ServiceNow, Jira, OneSupport
• Represent the hub team for a given area in the corresponding governances (AMS calls, monthly Key Users community)
• Contribute to business requirements gathering for Core model evolution/continuous improvement initiatives
• Update CI tracker for owned initiatives
• Support business scenario identification for testing
• Perform UAT testing (ALM System)
• Update documentation (DTPs, BOP) per RACI

Training & Support

• Develop and deliver end-user training programs
• Create and maintain process documentation and work instructions
• Provide ongoing support to end users
• Coach and mentor team members on system functionality
• Design adoption-focused training materials
• Ensure end-users operational knowledge and provide training

Continuous Improvement

• Analyze process metrics and identify optimization opportunities
• Lead small-scale improvement projects
• Collaborate with IT teams on system enhancements
• Document and share best practices
• Measure and track adoption success metrics
• Support team leads on performance reporting
• Report additional needs to GPO analytics team

Operational Responsibilities

• Monitor order validation by exception to ensure they are accurate and can be processed to the next stage of the process.
• The objective is to solve any type of issues; checks can be related to order incompletion or block in the system according to the business rules (products, customer segments).
• When required, block the order for delivery or billing and responsible to follow up to remove delivery as appropriate when issue is resolved and liaise with the impacted stakeholders (e.g. Distribution)
• Monitor orders blocked and performed modification upon requests from the relevant stakeholders (e.g., delivery date change, quantity change, etc.) identify the reason associated and document the changes done
• Liaise with local responsible to ensure the proper execution of stock allocation that has been previously set-up into the system. Ensure the right coordination to manage the exceptions, reschedule backorders, and investigate possibilities to mitigate to limit out of stock (Delay deliveries, Short-Shelf-Life stock).
• Ensure the deliveries and invoicing processes according to the expected lead times, and provide the necessary documentation for shipments

Required Skills and Capabilities

Technical Competencies

• Advanced knowledge of O2C processes and systems
• Proficiency in relevant ERP systems and tools
• Strong understanding of business process management
• Data analysis and reporting skills

Soft Skills

• Change management and adoption expertise
• Excellent communication and presentation abilities
• Strong influencing and stakeholder management skills
• Project management capabilities
• Training and coaching abilities
• Strong problem-solving and analytical thinking

Management Capabilities

• Team coordination and collaboration
• Process governance and compliance
• Resource planning and allocation
• Performance monitoring and reporting

Business Acumen

• Understanding of O2C business impacts
• Financial awareness and cost-benefit analysis
• Cross-functional business knowledge
• Strategic thinking and alignment