Business Systems Analyst

Dolby creates surround sound, imaging, and voice technologies for cinemas, home theaters, PCs, mobile devices, games, and more.

Worldwide Products and Services Operations, the Services Operations Business Analyst is responsible for leading multiple assigned operational functional area(s) to ensure that the business operations continue to remain effective. This includes business improvement projects, overall process, and policy maintenance for services contracting, scheduling and billing. Lead the successive refinement of the services policies and processes to streamline the overall business model. Provide solid business requirements to ensure key business systems are updated as policies and processes evolve to meet the business needs. Ensure execution is successful and goals are achieved including training and guidance to cross-functional global team members to ensure successful adoption. In addition, this position interacts directly with Content Services, IT, Legal, Finance (Credit Department, Tax, Revenue Recognition etc.) and may interact with clients to ensure the operation of the business.

* Responsible for leading multiple assigned operational functional area(s) to ensure that the business operations continue to remain effective. This includes business improvement projects, overall process, and policy maintenance for Services contracting, scheduling and billing to continuosly improve the overall customer experience. Provides the subject matter expertise to achieve the project objectives. * Drives process reengineering and policy updates. * Drives business requirements for system changes and ensures solution meets the business needs. Includes functional design, testing, and deployment activities. * Creates and maintains training documentation. * Delivers cross training to global cross functional team as required. * Contributes to overall adoption and achievement of goals by participating in change management planning and execution. * Responsible for ensuring an excellent customer experience is provided when managing all customer services contracting and billing requests. * Ability to work independently and within a team environment. * Responsible for managing complex, non-standard services contracting, scheduling and billing requests to ensure that customer requirements are met in a timely fashion. This includes providing the necessary support required by the Services Operations team to process complex, non-standard services contracting, scheduling and billing until completion. * Must be able to troubleshoot issues with systems and process to identify root cause and propose solutions. * Responsible for maintaining “master” customer account and service offering data in several systems to ensure smooth and accurate processing of all services contracting, scheduling and billing requests. * Generates reports to support ongoing operations metrics. **Other Responsibilities** * Perform duties as assigned, subject to approval by direct manager. * Perform tasks necessary to complete performance objectives. * Assist team members as needed.

* Bachelor’s degree or equivalent with 7 years related experience, of which a minimum of 5+ year’s are professional experience in managing services projects, policies, and processes. * At least 5 years of business process analysis and customer services experience required. * Practical experience with risk analysis and conflict resolution. * Ability to multi-task and perform under pressure and meet deadlines. * Excellent problem solving and analytical skills. * Strong project management skills. * Excellent customer services skills. * Critical attention to detail and research skills required. * Must be able to work under minimum supervision. * Exceptional written and verbal communication, presentation, coaching, and mentoring skills. * Ability to present to all position levels, from individual contributors to senior management. * Excellent organizational skills. * Ability to work independently to achieve goals established in a team environment. * Proficient in Microsoft Office applications including PowerPoint, SharePoint, Word, Project, and Excel. * Experience working with databases required.