Business Systems Controller

At Emirates, our customers are our priority. Our Customer Affairs and Service Audit teams work diligently to effectively manage customer complaints, promote customer loyalty, protect and generate company revenue and help mitigate any negative impression of Emirates. We are committed to continuous improvement through monitoring and auditing our customer service standards and consistently enhancing our processes to ensure the success of our organisation and brand!

As a Business Systems Controller you will be responsible for supporting all Commercial / Operations business areas by participating in requirement analysis/gathering session with IT and assisting in creating business requirements, SOW reviews and conducting the final testing of the system/linked systems before the roll out.

In this role you will:

• Use operational and applications expertise and inputs from users to recommend initiatives where Emirates IT could add value to Commercial/Operations functions, processes and/or applications. Present such initiatives along with the Business Support team, for obtaining the decision of Commercial / Operations.
• Collate, analyse and define functional and non-functional requirements for assigned projects and enhancements. Identify and evaluate conflicting requirements and suggest practical solutions to achieve customer targets.
• Provide all assistance to the Project Manager/project team on application support, impact analysis, functional requirement documentations, and user acceptance testing, as assigned.
• Define, co-ordinate and create test cases/packs based on user requirements and application changes. Co-ordinate the set-up and communication between the application/product and the partner’s system to support the testing of application functionality and linked systems.
• Carry out and manage the user acceptance testing and Commercial/Operations related documentation. 
• Ensure quality of testing along with the related documentation meets Commercial/Operations corporates standards. Provide specific feedback to solution provider for discrepancies, track progress of fixes and follow up with the solution provider till completion. 
• Provide updates and feedback on all assigned activities to Systems Manager on a regular basis (weekly).
• Ensure that the customers' training department, end user communities and any other identified customers are informed in advance of the new functionality being introduced to allow for end user education and familiarization prior to it's release. Provide internal training for Commercial/Operations identified work areas if required.
• Act as support for the end user community on functional clarifications. Support users on all functional queries; provide workarounds for application functionality to ensure uninterrupted operation. Participate in implementation support of enhancements and projects. Support Commercial / Operations in facilitating effective usage of the system in the business area/customer points
• Work with Standards and Procedures to ensure automation and procedures remain in synch and create new procedures as driven by automation if necessary.
• Develop procedures and implement checks on the effectiveness of systems to support commercial objectives. Automation of business processes, both through IT developed systems and in-house to improve the efficiency of systems.

Specific to CRM / CRIS 

To be considered for the role, you must meet the below requirements:  

 Knowledge/skills:

Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.