Order To Cash - Customer Issue Resolution Analyst

Job Summary

As an IT Business Analyst - SAP OTC/FSCM, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

Responsibilities

• Support the design, implementation, testing, and continuous improvement of Global SAP Order-to-Cash (OTC) and Financial Supply Chain Management (FSCM) processes, including Billing, Collections Management, Dispute Management, Invoice Adjustments, and Returns in alignment with business requirements, financial controls, and operational objectives.
• Collaborate with Finance, Customer Issue Resolution, Treasury, and IT stakeholders to gather requirements, analyze end-to-end business processes, and translate needs into functional specifications, user stories, process designs, and test scenarios.
• Analyze SAP OTC and FSCM issues, including credit holds, collections activities, dispute cases, integrations, and enhancement requests; perform root cause analysis and recommend configuration changes, process improvements, or defect resolutions.
• Partner with external consultants, vendors, and internal technical teams to support integrations with cash application, reporting, master data, and related systems; coordinate solution delivery, data validation, testing, production deployment, and operational support.
• Support compliance, governance, audit, and ERP transformation initiatives through documentation, risk assessments, financial controls, user training, change management, reporting, and business validation.

Your Skills and Expertise

Minimum Qualifications

• Bachelor's Degree or higher in Information Technology, Business, Finance, Accounting, Supply Chain, or a related field AND seven (7) years of experience in a business analyst, functional analyst, SAP consulting, or related information technology role.

Additional Qualifications

• Five (5) or more years of hands-on SAP OTC and/or SAP FSCM experience in a private, public, government, or military environment.
• Experience supporting SAP Credit Management, Collections Management, or Dispute Management, including requirements analysis, solution design, configuration support, testing, and production issue resolution.
• Experience with end-to-end OTC processes and integration points across sales order management, billing, accounts receivable, customer master data, cash application, and reporting.
• Experience preparing functional specifications, process flows, user stories, test scripts, and business validation documentation for SAP enhancements or ERP transformation initiatives.
• Strong analytical, problem-solving, stakeholder engagement, and written and verbal communication skills.
• Knowledge of SAP FI-AR, Treasury, cash application, EDI, Fiori, reporting, or master data integrations.
• Experience with EDI and e-invoicing integrations.
• SAP certification in S/4HANA Sales, FSCM, or a related discipline.

Work Location

• Bengaluru (Hybrid)

Travel

• May include up to 10%

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