Are you looking for a new role where you can be yourself and accomplish your best work? Look no further. At Asurion, our teams work collaboratively to innovate and serve customers while ensuring employees succeed and feel valued.

We don’t just provide customers with exceptional service — we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

Who is the Business Technology Analyst?

The Business Technology Analyst will play a pivotal role in defining the business and technical requirement specifications to build digital solutions on the APAC Horizon platform, an end-to-end AWS cloud solution that leverages reusable microservices to provide a robust claims platform for contact centre agents and end customers who have signed up for Asurion products such as Device Protection, Tech Support, Device Repair, Trade-In, Upgrade, and Device Financing.

In this role, you will be responsible for: 

Managing business processes across various APAC product suites, including Device Protection, Upgrade, Open Market, Trade-In, and Direct to Consumer. Collaborate with internal teams to ensure that technology solutions align with overall business objectives and strategies. Lead and manage IT system enhancements and implementation projects. Conducting research and discovery sessions to drive hypotheses with stakeholders across Care, Supply Chain, Finance, Legal and Risk functions for the clients. Understand and analyse business needs for typical CRM, SCM, Web applications in the telecommunications or insurance industry. Work closely with stakeholders to define requirements, translate business needs into technical solutions, and prepare functional specifications. Coordinating with the development team (offshore) to ensure adherence to the approved APAC Horizon architecture designs (microservices). Liaise with development teams (including offshore) and coordinate cross-functional initiatives. Define testing approaches, support UAT, and ensure system deliverables are of high quality. Document and address any issues identified during testing phases.

​Key Responsibilities:

Work closely with business stakeholders to determine and understand the impact of new products and launches on APAC Horizon Platforms and Applications. 

Own the business processes (Claims, Upgrade, Trade-In, Work Queues, Finance) across all new products managed by regional APAC and relay the requirements to the APAC Horizon development team. Work with multiple regional engineering and development teams to understand business requirements, translating them into functional and system requirements, building process flows, and working with regional project management to develop project plans and delivery schedules. Design new system prototypes by working directly with UI/UX teams based offshore and managing change within the business workstreams. Participate in project working groups and assist in tracking project milestones and deliverables. Serve as the single point of contact for development and QA teams for clarifications on requirements during development and QA test cycles. Manage user testing and business rollout of the project and oversee post-launch support activities and identify potential problems, propose solutions, and represent the solutions to the steering committee for appropriate prioritization. Work on continuous enhancements of existing IT implementations and collaborate with development teams to deliver them. 

Here’s what you’ll bring to the team:

Bachelor’s degree required with a master’s degree (or equivalent) in computer science, engineering (all branches), math, or a related field preferred. 3-5 years of experience in both business and technical analyst roles preferably on CRM, SCM, Customer facing Web application development, preferability in tech communications or insurance industry. Demonstrated expertise in Business Process Management across any enterprise Product/Service, including device protection, upgrade, supply chain processes, and IT project management. Ability to design process flows, systems, build IT functional documentation, and project plans. Strong analytic skills and understanding of statistical methodologies. Ability to communicate effectively with external clients and internal teams and manage expectations and demonstrated ability to work as an effective team member, share knowledge and information with the team, and help others meet team priorities. Good knowledge of AI/ML, Generative AI.Able to work independently and be an effective decision-maker. Good verbal communication in simplified Chinese, Malay and English.Able to engage with offshore-based development and support teams. An effective trouble-shooter with demonstrated ability to analyze problems and develop/recommend solutions. Willingness to learn and adapt based on strategic initiatives in the pipeline. 

How we can take care of you:

Join a non-hierarchical, fast paced and inclusive team – we foster a work culture where employees are valued, regardless of their background, level or position. Be a part of something bigger – we are constantly evolving within a startup framework, cultivated and supported by the backing of a large global organization.Boost your career through our culture of learning. Take advantage of tailored opportunities for personal growth as you build your personal development plan with your People Leader.Connect with the local team through team building, town halls and group trainingGive back to the community through the partnership with our local charity partners

Get to know us:

Our journey has taken us from a small startup to the biggest tech care company in the world. We’ll continue to evolve, but our integrity and commitment to our customers and partners will stay the same. With offices worldwide and working with respected companies you’ve heard of and whose products you love, Asurion’s 24,000 employees and counting deliver a seamless, award-winning customer experience to our nearly 300 million customers, anticipating their needs and providing tailored services reachable within one touch. We are regularly recognized for our excellence in service, customer support and as a best place to work.