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Careers in Business Strategy and Operations

Business Strategy and Operations

IB Services Business Analyst I

Atlanta, Georgia

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Job ID R1901121

Job Description:

This position reports to the supervisor of IB Services. She/he understands complex processes, programs and policies; applying knowledge and experience to meet SLAs while exceeding Customer and Partner’s expectations; has appropriate computer skills and knowledge to manipulate our proprietary databases and communicates to internal business partners. Finally, applies customer service skills to maximize satisfaction, understands business metrics and accurately reports relevant data and concerns, escalating to management as appropriate.

This position will have the main responsibility to provide accurate and on time delivery of the assigned work with regards to quotes, customer service and overall sales support responsibilities. This position will include the following responsibilities:

  • Management of renewal case requests in SFDC (CRM)
  • Creation, management, delivery and revision of support renewal quotes in Oracle EBS (ERP)
  • Research of partner segmentation and line of businesses to define the customer relationships (discounting etc.) to develop and supply accurate support renewal quotes
  • Delivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)
  • Tracking and maintenance of Renewal Enterprise License Agreements (RELAs) in support of quote creation and delivery
  • Escalation and remediation of data challenges with data integrity teams that impact the quoting process.
  • Inquiry and ticket management resolution based on sales operations, sales or channel service requests.


  • Sales lifecycle & CRM systems (Oracle,, SAP, etc.)
  • Experience with managing and resolving renewals data challenges
  • Analytical skills with strong attention to detail
  • Problem solver with strong communication skills Oracle Service Contracts & Quoting is a plus
  • Team work and collaboration
  • US Citizen


  • 2-5 years of support renewals quoting, new software license quoting, deal management or account management experience.
  • Experience supporting and engaging with channel partners, end user customer and sales
  • BA or BS degree or equivalent work experience 

RELA/RA Analyst:


  • Must have experience working in transnational companies (+18 months)
  • Must have prior experience in software industry, specifically in Quote to Cash processes
  • Specific experience in quoting processes is a plus

Soft Skills

  • Quick learner
  • Analytical skills with strong attention to detail
  • English Level above 90% both Oral and Written.
  • Great interpersonal skills
  • Very organized
  • Team player
  • Strong Customer Service Experience
  • Ability to work in a self-directed team environment
  • Ability to prioritize and perform multiple tasks with minimal direction
  • Research and initiative skills
  • Ability to set realistic expectations and timelines – meets required deadlines and timelines
  • Ability to research and resolve complex issues
  • Establishes and maintains cooperative and productive work relationships
  • Acts as team member by providing information, analysis and recommendations in support of team efforts.

Technical Skills

  • Intermediate to advanced working knowledge on the following Microsoft or similar software packages – Word, Excel, Internet Explorer, Outlook, web sites
  • Quality – Standards Experience
  • Must have experience in EBS Oracle SFDC and/or SAP
  • Proven experience analyzing data

Equal Employment Opportunity Statement

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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  • Business Strategy and Operations, Atlanta, Georgia, United StatesRemove