Business Analyst - Customer Returns

Responsibilities

• Execute configuration, testing, and deployment of SAP, Salesforce, and other internal system updates related to RMA.
• Validate that delivered solutions meet business requirements and are ready for production deployment.
• Analyze existing RMA workflows, systems, and tools to understand end-to-end processes.
• Develop and maintain detailed documentation including process maps, standard operating procedures (SOPs), work instructions, user guides, and reference materials.
• Maintain a structured documentation library (e.g., Confluence, SharePoint, or similar) with appropriate version control.
• Prepare, update, and format documentation to meet internal and external ISO audit requirement.
• Track the impact of implemented process changes and refine documentation as needed.
• Develop training materials to support adoption of RMA processes, tools, and documentation.
• Act as a subject matter expert (SME) on RMA procedures and related documentation, providing ongoing support and clarification.
• Participate in cross-functional projects impacting RMA processes, ensuring documentation and training are part of project deliverables.

• Demonstrated experience planning and executing User Acceptance Testing (UAT).
• Bachelor’s degree in business, Operations Management, Information Systems, Technical Writing, or a related field; or equivalent work experience.
• 3+ years of experience in business process analysis or operations support, preferably in the semiconductor or electronics industry.
• Experience with Supply Chain, preferably RMA, reverse logistics, and warranty management.
• Strong working knowledge of SAP and Salesforce.
• Strong analytical and problem-solving skills with the ability to understand complex workflows and translate them into clear, concise documentation.
• Demonstrated experience creating and maintaining procedural and process documentation, including SOPs, work instructions, and user guides.
• Hands-on experience preparing documentation for ISO audits and working within a formal Quality Management System (QMS).