Diebold Nixdorf

As Business Analyst you will develop a detailed understanding of all the functional requirements in the retail checkout business area, serviced by Diebold Nixdorf’s (DN) product solutions and supported by our Professional Services team to DN’s Retail customers. This requires an in-depth understanding of the retail checkout business industry and the supporting IT landscape. As part of your job you partner with sales, product, and other stakeholders to define, develop, improve, and implement customer-focused engagement and service delivery processes. You analyze, interpret and document customer requirements and work to ensure DN delivery processes are applied, adapted, and executed to ensure an effective and high-quality response. As Senior Business Analyst you will process fit / gap analysis, identify, and estimate change requests and guide stakeholders in coordinating requirements and process application.

You will report into the APAC PS Area Head within DN’s Professional Services team.

About the role

As Business Analyst you are required to:

- Analyze, interpret, and document customer requirements and business processes, conduct fit / gap analysis, manage change requests and guide stakeholders in coordinating their requirements.
- Participate in pre-sales projects leveraging industry- and domain know-how.
- Hold project definition / discovery workshops, to assure business value to be delivered and re-use of standards.
- Drive standardization by using Solution Blueprints or predefined process books as basis for fit / gap analysis.
- Create Requirements Traceability Matrix and Functional Specifications for identified gaps.
- Facilitate customer workshops and meetings.
- Investigate complex customer's business needs and problems, leveraging extensive Retail process experience.
- To define and to configure technical set-up of client environments for on-site and cloud-based POS solutions.
- To support during SIT/ UAT.
- Act as SPOC for customer and liaise with development team during project delivery cycle.
- Actively utilize corporate tools and follow corporate delivery framework in project delivery phase.
- Act as ‘primus inter pares’ between team and manager and guides team without hierarchical management responsibilities.
- Coach and develop team members and provide input to performance reviews by manager.

About the person

- Customer Focus: Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions.
- Data Gathering and Reporting: Possesses the knowledge and ability to utilize tools, techniques and processes for gathering and reporting data. Contributes to and/or leads projects to gather data for needs analysis, to support decision-making and to develop business-focused insights. Customizes data fields to meet the client / business needs. Interprets and explains data in a clear, concise and actionable manner. Detects and summarizes patterns in data and findings. Develops reports, presentations and recommendations for team and management consumption. Sets up and/or follows procedures to collect and review information needed to manage an organization or ongoing activities within it. Determines which processes or areas need monitoring, identifies information required and develops and implements tracking systems. Ensures systems are easy to use, produce timely and pertinent information and are minimally disruptive to organizational processes.
- Sales Persuasion: Gains the customer's commitment to a product, service, or ideas by using effective influence strategies. Builds trust and overcomes resistance by listening to and acknowledging customer concerns and associated feelings. Presents in a manner that clearly demonstrates how proposed solutions meet the customer's needs and provides benefits container. Adjusts persuasive approach to minimize anticipated objections and address unique preferences of key decision makers; adapts influence strategy based on customer cues to keep individuals engaged emotionally and rationally. Gauges customer readiness to commit to action and then builds agreement on outcomes and actions to advance the sale; suggests meetings with others who can influence buying decisions; confirms next steps and offers support.
- Builds positive Relationships: Accepts and celebrates differences, listens effectively, takes time to meet and interact with others. Not only provides constructive feedback but also solicits and accepts. Supports others in their work; helps address and respond to challenges, without removing responsibility.
- Collaborates with Intent: Makes suggestions, volunteers assistance, offers resources and removes obstacles to help the group achieve goals. Leverages others' skills and gains support by asking for their ideas, opinions, and participation. Shares important and relevant information and rationale with others, summarizing to check understanding.
- Focus on execution: Establishes challenging goals that are designed to deliver exceptional business results. Tracks and broadcasts progress and accomplishments. Works tenaciously to overcome obstacles and meet or exceed goals.
- Managing complexity: Has the ability to drill down into information and distill it into easier to understand terms. Can find the differences of the critical few amid the noise of complex situations. Uncovers the root causes by looking at information from various sources to arrive at an accurate analysis.
- Familiarity with both on-premises and cloud-based (point-of-sale) solutions
- Knowledge in software cloud-migrations projects is a bonus.
- Technically competent with various software programs, including but not limited to Microsoft Office (Word, Excel, PowerPoint, Visio)