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Regional Business Process Analyst (BPA)


Keysight is the world's leading electronic measurement company, helping scientists and engineers address their toughest technical challenges with confidence through innovations in wireless, modular, and software solutions. Our employees leverage their insight and passion to deliver measurement solutions in wireless communications, aerospace and defense, and semiconductor markets with world-class platforms, software and consistent measurement science.


This job will be part of the Services Solutions Group, which helps customers manage test instruments across the instruments' lifecycles - calibration, repair, technology refresh, asset management, consulting, training and product purchase alternatives. With service centers in over 30 countries, Services is a people intensive, local business.


The Services Solutions Group helps customers find new ways to maximize their asset usage, streamline their engineering operations, and achieve lower costs.




Job Description


Regional Business Process Analyst (BPA)


Purpose of Role


Reporting to Manager of Customer Support in the services Division as a member of the Global Support Management Team, the Customer Support & Experience owns the e2e process¬  ¬ Key member of the global support management team representing the "voice of customer" for all regions, product lines and services.¬  Key contributor to the global business strategy.


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Duties & Responsibilities



  • First level support for users at a regional level for the solution

    • Keysight Care¬ Case Management

    • Keysight Care¬ Service Delivery

    • Cloud web portal/community

    • Knowledge base

    • Telephony


  • Does initial triage and troubleshooting of system & process issues

  • Performs training & New user onboarding

  • Performs testing of new functionality

  • Owns regional process documentation and maintenance

  • Owns regional Telephony configuration and support (BCM/IVR, call routing)

  • Consolidates regional feedback and shares it with global BPA


Manages regional owned data (Entitlements, assets ...)



Job Qualifications


Essential Skills & Requirements



  • Keysight Care Business Process / workflow knowledge

  • SalesForce Service Cloud and Community knowledge

  • Communication skills ‚€“ Able to articulate issues and new functional needs in a structured manner

  • Ability to understand basic systems logic

  • Good documentation and training skills

  • ¬ 2-5+ years of experience as a businss process analyst

  • Experience in a Customer support role¬ 


BS degree or equivalent work experience¬ 


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Desirables



  • Knowledge and experience in wireless telecoms market ‚€“especially handset and network infrastructure testing

  • Demonstrable success in driving customer-centric improvements with B2B organizations

  • International experience and ability to work in a multi-cultural environment

  • Inventive, outside the box thinking/approach



  • Successfully build organizations to support growth initiatives.

  • Use financial and technical data to make decisions quickly.

  • Balance prudence and sound judgment with intelligent risk-taking.

  • Model the highest standards of integrity, teamwork and very strong leadership.

  • Provide a proven track record of positive, can-do attitude.

  • Inspire a culture where innovation is an expectation.

  • Tackle problems of diverse technical and business scope where solutions require an out-of-box thinking.


Effectively communicate at many levels¬ 



Job Function



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Shift:


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Day Job


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Schedule:


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Full Time (F)


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Travel Required:


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< 25%


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Duration (Temp Positions Only):


Not Applicable¬ 

___________________________________________________________________________________


Privacy Statement¬ 


Keysight is an Equal Opportunity Employer.


Keysight Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.


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Candidates can be considered to work from the following locations:


Americas : United States : Colorado : Colorado Springs


Job ID :¬ 31626¬ 




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