What if the work you did every day could impact the lives of people you know? Or all of humanity?
At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.
Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.
Summary:
The Business Systems Analyst will leverage strong functional expertise in SAP Customer Service (CS) and SAP Sales and Distribution (SD) to support and enhance the end-to-end Quote to Cash (QTC) cycle. This role is responsible for delivering high-quality SAP solutions that align with customer service and commercial business processes. The analyst will drive continuous improvement, standardization, and best practices across global teams while ensuring system stability, scalability, and operational excellence. Exposure to Salesforce CRM will support cross-platform alignment and integration initiatives.
Key Responsibilities
- Collaborate with business stakeholders and cross-functional teams to gather, analyze, and document business requirements in a fast-paced global environment.
- Translate business requirements into detailed functional specifications for projects, enhancements, and production support activities.
- Configure and support SAP Customer Service (service orders, service contracts, warranties, repairs) and SAP Sales & Distribution (order management, pricing, billing, shipping, returns).
- Partner with product owners and technical teams in the design, testing, and deployment of SAP solutions while leveraging standard SAP capabilities.
- Perform root cause analysis for production issues and implement sustainable, long-term solutions.
- Provide day-to-day application support, troubleshooting, and break-fix resolution.
- Participate in integration testing with external systems, including Salesforce and other enterprise applications.
- Identify and recommend process improvements to enhance customer service operations and order-to-cash efficiency.
- Develop and maintain functional documentation, process flows, and support procedures.
- Support Agile/Scrum delivery methodologies and participate in sprint planning, testing cycles, and release activities.
- Manage multiple priorities while meeting stakeholder expectations in a dynamic environment.
- Provide on-call support for critical priority issues when required.
Core Competencies and Skills:
- Strong knowledge of SAP Customer Service (CS)
- Working knowledge of SAP Sales & Distribution (SD)
- Solid understanding of end-to-end Quote to Cash (QTC) processes
- Experience with service management, service contracts, warranties, and repair processes
- Knowledge of order processing, pricing, billing, and invoicing
- Exposure to Salesforce CRM and integration concepts
- Strong analytical, troubleshooting, and root cause analysis skills
- Ability to translate technical solutions into business-friendly language
- Experience in process improvement and operational optimization
- Effective communication and stakeholder management skills
- Ability to work independently in a global, cross-functional environment
- Strong documentation and functional design expertise
Scope of Responsibilities:
- Applies company policies, SAP standards, and best practices to resolve business and system issues.
- Works on assignments of moderate scope requiring analytical evaluation and solution design.
- Exercises sound judgment within defined procedures and business frameworks.
- Builds collaborative working relationships internally and externally.
- Operates with minimal supervision while managing day-to-day deliverables.
Experience/Education:
Education:
Bachelor’s degree or equivalent work experience required.
SAP certification in Customer Service or Sales & Distribution preferred.
Experience:
Minimum of 2+ years of experience supporting SAP Customer Service, with additional experience in SAP Sales & Distribution.
Experience supporting Quote to Cash processes in a global environment preferred.
Exposure to Salesforce CRM and cross-system integrations is a plus.
Exposure to S/4HANA project is a plus.
We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
