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Business Analyst - GBS OTC Process Enablement

Brand:  Matthews
Company:  Matthews International Corporation
Line of Business:  MATW Corporate

Pittsburgh, PA, US, 15212-5838


The Business Analyst – GBS Process Enablement is responsible for defining future-state processes, benchmarking process health & service delivery against industry standards, defining & coordinating process reengineering or improvement efforts, ensuring GBS complies with audit requirements, & driving step-function improvements in service delivery & internal controls reliance with a focus on Order-to-Cash. 

  • Acting as a subject matter expert in Order-to-Cash (e.g., Contract Administration, Billing, A/R, Credit Management, Collections, Dispute Management and Cash Application) to provide guidance and insights on improvement potential?
  • Functional expert with business domain knowledge in the assigned workstream to design or reengineer business processes and supporting systems. Act as a system engineer in translating process requirements to IT applications, service delivery procedures, policies, training, and organizational capability?
  • Reviewing performance metrics for the purpose of benchmarking to best-in-class processes, and identification of potential KPI opportunities. Engage in external research, networking and benchmarking activities to gain perspective on the art-of-the-possible?
  • Engaging with OTC GPO and service delivery organizations to globally align metrics, scorecards, and performance measurements?
  • Providing thought leadership regarding improvement initiative roadmaps through awareness of industry best practices, as-is performance gaps related to service delivery, cost structure, quality, and efficiency?
  • Partnering with OTC GPO to develop and prioritize a roadmap of improvement initiatives to drive value within the GBS site of business services?
  • Organizing, planning and launching implementation projects to realize improvement potential?
  • Acting as project manager for the implementation of improvement initiatives?
  • IT
  • Facilitateing meetings or workshops up, down and across the organization to build alignment around recommended solutions to complex problems.
  • Making continuous improvement recommendations and present project conclusions leveraging best practices, process measurements.
  • Analyzing performance gaps and diagnose root cause problems. Recommend process, methods, system and capability solutions to sustain performance improvement.
  • Leading process and systems solution workshops to derive and vet improvement recommendations.
  • Collaborating w/IT to plan, organize, scope, schedule and implement technology tools, automation and application enhancements.
  • Partnering with regional service delivery organizations to activate CPI teams, drive efforts to reduce delivery errors, increase efficiency, reduce operational risk, and mature internal controls environment.
  • Driving organizational adoption of recommended changes.
  • Creating and maintain process capability models, value stream maps, system diagrams and std work instructions for baseline processes.
  • Creating functional specifications for IT systems changes.
  • Developing and execute test plans for IT systems changes.
  • Facilitating issue escalations and service delivery issue resolution.
  • Bachelor’s Degree in Finance, Accounting, Business or related field
  • Advanced degree (MBA, Master’s) preferred
  • 4+ years progressive shared services, GBS, accounting, Order to Cash; or equivalent combination of education and experience
  • 2+ years in a leadership role
  • Knowledge of SAP AR functionality and ideally knowledge and experience with SAP FSCM Credit, Collections and Dispute Management modules
  • Occasional travel either locally, nationally, and/or internationally may be required
  • A high degree of proficiency in MS Office Suite, Collaboration tools, Project Management and Internet applications
  • Experience identifying, leading and implementing transformative process changes
  • Demonstrated proficiency with CPI methodologies, performance measurement, and predictive modeling, organizational change methods and tools preferred
  • Proven track record of driving process standards and adoption of best practices within Order to Cash processes
  • Superior problem-solving skills. Demonstrated ability to diagnose problems which could be related to process, technology, strategy or people and define countermeasures
  • Demonstrated project management skills. PMI certification desired
  • Proven ability to pull a diverse group of individuals with different views, goals or cultural norms together and facilitate productive discussion
  • Leadership skills to motivate a diverse set of regional and business unit teams working under a tight timeline
  • Exceptional collaboration, active listening, verbal and written communication skills. Experience presenting complex ideas, anticipating objections, and influencing others to adopt a different point-of-view
  • Advanced consulting skills. Active listener, with the ability to take a stand and articulate the position in a way the creates understanding and alignment 
  • Executive presence and influence skills. Ability to develop strong case-for-change and compelling value propositions to influence executive level stakeholders. 
  • Soft skills to deliver communications, training, and OCM to realize value from process improvement initiatives
  • Advanced leadership skills to facilitate process improvement initiatives and close performance gaps between as-is and best practice 
  • The internal drive to work through internal/external business challenges/setbacks to solve complex problems
  • Financial acumen and experience developing a business case to support project proposals
  • Full lifecycle business process improvement experience.  Global ERP implementation experience preferred
  • Shared services experience instilling operational metrics, service mgmt procedures, CPI methods, and roadmaps
  • International experience and awareness of cultural differences
  • SAP domain expertise
  • Prior experience in manufacturing or professional services industries

•    Regularly required to stand; walk; sit; and talk, hear and see.  
•    Regularly/Occasionally lift and/or move up to 10 pounds. 
* Reasonable accommodations may be made to enable individuals to perform the essential functions.




At Matthews International, we believe in a world of inspired possibilities. We believe that taking pride in our past inspires growth for the future. And that we all have a responsibility to explore new ways of thinking, working and advancing our craft.  

Globally headquartered in Pittsburgh, Pennsylvania, Matthews International is home to a global network of employees operating in three distinct industries—SGK Brand Solutions, Memorialization and Industrial Technologies. We care deeply about what they do each day—because when we’re inspired, we can inspire others. We can make difference that goes beyond expectations—for our clients, our community and our company. 

Our dedication, drive and determination empower creativity and give us strength to transform inspired possibilities into inspiring realities. This is strengthened by our values which are fundamental to our business and guide how we work—to demonstrate integrity, cultivate employees, be our best, innovate and live the Matthews spirit. 


Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law.  Equal Opportunity Employer Minorities/Women/Veterans/Disabled.