Cloud Marketplace and Process Analyst

Job description

Job Purpose The Cloud Systems & Services team is responsible for optimizing the business processes required for these businesses. This includes offering shared services through TD SYNNEX-owned Shared Service Center outsourced to service partners in EMEA. The Marketplace and Process Analyst will work on projects designed to improve quality, reduce errors, and design new operational business processes. They will work with management, local sales teams, internal departments, platform owners, IT teams, customers, and vendors to gather and analyze information and make recommendations. An important role for this consultant will be to work closely with TD SYNNEX Country sales teams to ensure appropriate service levels are provided to Super Users, End Users, and Customers. The consultant will also work closely with vendors to ensure appropriate understanding, documentation, and use of their platforms as applicable. Other project-oriented duties may be assigned as needed. The Process Analyst should be able to analyze existing processes to reduce errors and breakdowns and improve quality. Process analysts also work on quality improvement projects and document business processes. The team is also responsible for rolling out Cloud solutions to all TD SYNNEX entities in Europe (21 countries +). The team will collaborate with all of TD SYNNEX's Business Unit leaders and their key partners to develop the right strategies and strive to deliver best-in-class systems with maximum impact and synergy across Europe. Responsibilities: Manage Freshdesk queues , ensuring timely response and resolution of tickets. Provide support to country teams and partners , acting as a central point of contact. Coordinate country channels and cross-functional stakeholders . Support the design, implementation, and optimization of operational processes . Identify process gaps and propose improvements to enhance operational performance. Support vendor ad-hoc operational activities . Provide insights and recommendations based on operational data. Act as a liaison between business operations and IT/platform teams . Ensure proper understanding and usage of operational platforms by internal country sales teams. Knowledge, Skills, and Experience Strong analytical and problem-solving abilities Ability to work independently with ownership Strong organizational and prioritization skills in high-pressure environments Excellent communication and stakeholder management Customer-oriented mindset with focus on service quality Understanding of eCommerce and Cloud business models Knowledge of IT software / services / SaaS industry Familiarity with: Ticketing systems (e.g., Freshdesk) Process documentation and improvement tools Data analysis (Excel, reporting tools, etc.) Experience with SAP and Microsoft Office tools is a plus. Understanding of vendor ecosystems and IT distribution channels is an advantage IT Channel experience or Software vendor experience is a definite advantage. Exceptional written and oral communication and presentation skills in English; additional European languages are a plus. Intercultural experience is a plus. Working Conditions Professional office environment within an international and results-driven organization. Hybrid work model with regular in-office team collaboration days. A structured onboarding and training program (approximately 2 months) is provided to support a smooth integration into the role, tools, and processes. The position offers a strong learning and development opportunity , with exposure to a wide range of systems, processes, and stakeholders across Europe. The role requires the ability to work in a dynamic and evolving environment , with changing priorities and opportunities to contribute to process improvements. Strong emphasis on team collaboration, communication, and cultural fit , working closely with international stakeholders across multiple countries and functions. At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. What’s In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don’t meet every single requirement? Apply anyway. At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!