BD (Becton, Dickinson and Company) Business Process Analyst, Customer Support in San Diego, California

Job Description SummaryThe Customer Support Business Process Analyst is responsible for the data collection, analysis, testing, and reporting of operations related activities in SAP and other add-on ERP integrated systems.

This role will participate in cross-functional/organizational process initiatives to ensure consistency and representation of applicable support teams.

Additionally, this role is responsible for translating business requirements needed to support the Customer Support organization with the introduction of new products, services, and processes.

This role will create and deliver process related trainings, conduct consultation and development activities as relevant for impacted business users and will work with Customer Support Leaders to develop and deliver results for guiding and influencing business decisions.

The duties of this position will adjust to the needs of the business as it grows.

Job Description


  • Document, recommend, communicate and implement dept. process improvements

  • Responsible for the development and delivery of training materials and integrated test scenarios

  • Provide internal support for business users for relevant functionality

  • Work with stakeholders to ascertain common/specific requirements for programs or projects

  • Participates in cross-functional process initiatives to ensure consistency and representation of applicable functions

  • Support business requirements and aids in identifying new business processes and systems that meet these requirements.

  • Interpret and evaluate functional group data to continuously improve processes

  • Work collaboratively with management level and provide report out activities

  • Provide creative and proactive analytics to support customer support initiatives and strategies

  • Utilize system reporting tools to analyze current business processes and to support continuous process improvements.

  • Meet deadlines to ensure goals are achieved

  • Manage the training process of new employees

  • Manage the department SOP and work instruction management process

  • Provide department operating reports

  • Other duties may be assigned as required.


  • Experience with SAP or similar ERP system is highly preferred

  • Experience with SalesForce or similar CRM system preferred

  • Demonstrated proficiency in MS Office (Excel, Word, PowerPoint)

  • Able to multi-task, communicate effectively, and work in cross-functional teams

  • Excellent analytical and teamwork skills, ability to organize and analyze large sets of data into meaningful and concise reports and propose solutions to management

  • Must be self-motivated and self-disciplined; ability to prioritize and handle multiple tasks and responsibilities efficiently

  • Flexibility in responding to changing demands and priorities, consistent with a dynamic environment, a desire and comfort working in a fast-pace changing environment.

  • Understanding of BD’s business environment/processes is desirable


  • Bachelor’s degree preferred

  • 3+ years related experience preferred

  • Prior experience in a biotechnology or manufacturing environment is preferred

Primary Work LocationUSA CA - San Diego Bldg A&B

Additional LocationsUSA CA - San Diego (BDB)

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status