HireDiversity

Irwindale, CA, US

SERVICE SYSTEM - BUSINESS ANALYST-8395121029

Description

Biosense Webster, Inc (BWI), a member of Johnson & Johnson's Family of Companies, is recruiting for a Service Systems Specialist, to be located in Irwindale, California.

Biosense Webster, Inc., is recognized worldwide as an industry leader in endocardial diagnostics and therapy. Guided by the needs of electrophysiologists and cardiologists, the company has pioneered innovative technological advancements ranging from the first deflectable tip catheter to today's most sophisticated three-dimensional cardiac mapping and navigation systems. Biosense Webster, Inc., combines leading-edge technology with a tradition of quality and responsiveness while partnering with the physician to optimize patient outcomes.

The Service System Specialist is responsible for providing support to the technical services field users with the system and act as a liaison with the IT group. This role would be responsible for managing all software releases and patches from a business perspective for the service application. This role is also responsible for generating analytical reports to facilitate strategic business decisions.

Under general direction, and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

Handles Complex user/ Internal Customer technical questions and complaints over the phone. Determines the level of complexity of complaints/ questions, and escalates as necessary to archive maximum first time resolution. Works with business owners to develop requirement specifications, test protocols, and provides risk analysis, validation support and implementation documentation. Works with information management to determine the most appropriate support structure and takes the lead in the implementation of the support model. Coordinates with the business partner community to revise or modify procedures to solve complex problems or improves existing processes.

Formulates and builds complex analytical reports to help make important business decisions. Provides individualized response to customer concerns or inquiries. Provides complex information and technical support for the service system, and address concerns. Reviews and builds documentation best practices to help and improve compliance. Provides with process improvement ideas and helps execute them from issues identified from a compliance perspective. Follows up on open system issues as required, and promotes continued customer delight. Maintains a high level of customer satisfaction relative to telephone support, training, and on-site support. Evaluates customer needs and recommends measures to avoid future issues. Acts as a customer advocate to represent customer needs internally.

Develops formal customer training based on key issues identified. Conducts system training for in-house users. Assures issues identified by the users are appropriately addressed during and after trainings. Escalates system performance, functional or technical issues appropriately. Completes successfully all required trainings required for supported products and processes. Maintains advanced technical self competence, knowledge of procedures and related skills. Assists the Technical and Functional teams regarding troubleshooting, Handling of issues. Understands and complies with all requirements as defined by management and outlined in current standard operating procedures.

Qualifications


An Associate's Degree in computer science or a related field or a High School Diploma and 5+ years experience in technical support is required. A minimum of 2 years technical experience is required. Experience working in a highly regulated industry or healthcare technology industry is preferred. A bachelor's degree from an accredited institution or university is preferred. Clinical knowledge of healthcare industry is preferred. Technical knowledge of Siebel v7.7.x or newer is preferred. Report building and analysis skills using advanced Business intelligence tools like Siebel Analytics & skills troubleshooting of issues with a system like Siebel are preferred. One of the following technical Certifications or its equivalent is required: MCSE, MCSA, CCNA, CCNP, CCIE. This position requires up to 20% travel. This position is located in Irwindale, CA.

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Primary Location:North America-United States-California-Irwindale
Organization: Biosense Webster Inc. (6010)