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Overview
We are seeking a highly analytical and process-driven
Business Operations Analyst to join our
Customer Experience organization, supporting global order management and strategic customer operations.
This role is based in
Bangalore, India and operates at the intersection of
customer experience, order management, enterprise systems, and data analytics.
The position will play a critical role in managing end-to-end SLA (Service Level Agreement) order execution, with
SLA contracts and order management performed within SAP Fiori (SAP environment). In parallel, this role will support broader
Business Operations and Sales through the development of
Power BI dashboards, reporting, and automation/AI initiatives.
This is not a traditional customer service role. It is a
strategic customer operations position, focused on ensuring a seamless customer journey from
quote to order to invoicing, while enabling the business through
data-driven insights, scalable reporting, and process automation.
Key Responsibilities
- Customer Experience & Order Management (Primary Responsibility)
- Serve as a key operational resource within the Customer Experience team, owning execution of SLA order management processes
- Manage end-to-end SLA order processing within SAP Fiori, including:
- Purchase order intake, validation, and order entry
- SLA contract creation, updates, and maintenance
- Billing configuration aligned to contract terms
- Validate purchase orders against approved quotes, ensuring accuracy in:
- Pricing
- Billing terms
- Contract structure
- Proactively identify and resolve issues that impact the customer experience, including:
- PO discrepancies
- Contract misalignment
- Billing inconsistencies
- Partner with Sales, SLA/Contract teams, and Finance to ensure accurate, timely, and seamless order execution
- Maintain strong data integrity and process discipline within SAP Fiori to support reliable downstream billing and reporting
- Strategic Customer Operations
- Support the end-to-end customer journey (Quote-to-Cash) by ensuring operational processes are aligned, efficient, and scalable
- Identify opportunities to improve customer experience through:
- Faster order processing
- Reduced errors and rework
- Improved visibility and communication
- Contribute to building a more centralized and standardized order management model
- Act as a bridge between customer-facing teams and backend systems to ensure continuity across the customer lifecycle
- Business Operations Analytics (Sales & CX Support)
- Design, build, and maintain Power BI dashboards and reporting solutions supporting:
- Sales performance and pipeline visibility
- Order backlog and processing timelines
- SLA contract performance
- Billing and revenue trends
- Customer experience metrics
- Analyze data across systems (SAP environment, SharePoint, CRM tools such as Microsoft Dynamics) to:
- Identify trends, risks, and operational gaps
- Provide actionable insights to Sales and Customer Experience leadership
- Translate business needs into data-driven reporting and dashboards
- Automation & AI Enablement
- Identify opportunities to reduce manual effort and improve scalability across:
- Order management workflows
- Reporting and data preparation
- Develop and support automation solutions using:
- Contribute to the exploration and implementation of AI-driven solutions to improve:
- Data validation and accuracy
- Order processing efficiency
- Reporting and forecasting capabilities
- Support the evolution toward more intelligent, automated customer operations
- Systems & Process Improvement
- Leverage SAP Fiori (within the SAP ecosystem) and supporting tools to execute and continuously improve SLA order processes
- Identify inefficiencies, risks, and bottlenecks in current workflows and recommend scalable solutions
- Support standardization of processes across regions and teams
- Contribute to process documentation and continuous improvement initiatives
- Cross-Functional Collaboration
- Partner closely with:
- Sales teams
- Customer Experience leadership
- SLA/Contract teams
- Finance (billing, credit holds)
- IT and Systems teams
- Act as a key operational and analytical support resource across global teams and time zones
- Support a collaborative, solutions-oriented approach to resolving customer and operational challenges
Experience
Required Skills & Experience
- 2–5 years of experience in:
- Order management / customer operations / business operations and/or
- Business/data analytics with operational exposure
- Experience working within SAP environments:
- SAP Fiori strongly preferred
- SAP ERP experience
Qualification : BE/B.Tech / BSC/ BCA
Technical Skills
- Strong working knowledge of:
- SAP ERP
- SAP Fiori (order and contract management processes)
- Microsoft Excel (advanced)
- Experience with:
- Power BI (dashboard development, data modeling, visualization)
- Exposure to:
- Power Platform (Power Automate, Power Apps)
- SQL or data querying tools (preferred)
Analytical & Problem-Solving Skills
- Strong attention to detail with ability to manage and validate complex data
- Ability to analyze operational data and translate into actionable insights
- Structured, process-oriented mindset with a focus on continuous improvement
Communication & Collaboration
- Strong written and verbal communication skills
- Ability to collaborate across global, cross-functional teams
- Comfortable working with both operational teams and leadership stakeholders
Mindset & Attributes
- Customer-focused with a strong sense of ownership and accountability
- Highly organized with the ability to manage multiple priorities
- Proactive, solution-oriented, and detail-driven
- Strong interest in analytics, automation, and improving customer operations
Preferred Qualifications
- Experience with Quote-to-Cash (Q2C) processes
- Exposure to SLA or contract-based business models
- Experience with CRM tools (e.g., Microsoft Dynamics)
- Familiarity with process improvement methodologies (Lean, Six Sigma)
- Exposure to AI tools, automation frameworks, or scripting
What This Role Offers
- Opportunity to play a key role within the Customer Experience organization, directly impacting customer outcomes
- Exposure to end-to-end customer operations (Quote-to-Cash)
- Hands-on experience with SAP, SAP Fiori, Power BI, and automation technologies
- Ability to support Sales and Business Operations leadership with data-driven insights
- Opportunity to help build and scale modern, data-enabled customer operations
- Career growth into operations leadership, advanced analytics, or automation/AI roles
Why Join Us?
Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.
Aurora Networks (formerly CommScope’s Access Networks Solution segment) is the world’s leading provider of access network solutions. Our comprehensive, end-to-end product portfolio supports global service providers with innovative, leading-edge HFC, PON and broadband network products.
If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.
Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.
