HireDiversity

Irvine, CA, US

COMPLAINTS & SRVC BUSINESS SYSTEMS OWNER 1 of 2-7151120607

Description

Advanced Sterilization Products Division of Ethicon, Inc., a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Complaints and Service Business Systems Owner, located in Irvine, CA.

ASP (Advanced Sterilization Products), a member of the Johnson & Johnson Family of Companies, is a leading designer and developer of innovative instrument sterilization, high-level disinfection and cleaning technologies. The company is dedicated to providing infection prevention solutions that create the safest possible environments for patients, healthcare providers and communities. ASP is based in Irvine, California with offices around the world. For more information, please visit www.aspjj.com or follow us at www.Twitter.com/aspjj.

The Complaints and Service Business Systems Owner is responsible for supporting groups and activities related to complaint and service business process definition/optimization, business process and system strategic and operational alignment, identification of system enhancements, system user support, system administration, reporting and customer account management and role based user access management. The individual will work in close collaboration with the Complaints and Service Management business groups and drive continuous business process improvement, system functional design and configuration, end-user system usage and adoption. The Complaints and Service Business Systems Owner will also collaborate with technical teams on issue resolution and ensure alignment with platform management on application strategy and deployment plans. Additionally, the role requires working on strategic projects with business partners and systems groups providing business requirement details and enhanced process understanding representing the business team/s they directly support.

The Complaints and Service Business Systems Owner becomes departmental SME for specific responsibilities. i.e. Service & Repair, Quality Complaints and Operations. Responsibilities also include detailed knowledge of Siebel CRM design concepts and best practices. Detailed knowledge and hands on experience with Siebel Administrative task. Must know how to add and delete users, update product list and other LOV's. New user orientation (In Partnership with Training Team). Detailed understanding of help desk systems and how to use them. The Complaints and Service Business Systems Owner will use remote desktop tools to provide support to system users, consults with and advises other system analyst and application development staff on the functional design aspects, application configuration tasks and the use of various technologies, tools, standards, methods and best practices to solve business problems.

The Complaints and Service Business Systems Owner writes, revises, reviews and maintains technical documentation, including SOPs, user manuals, operations manuals and other description documentation that is required in supporting software solutions. The position communicates and consults with the business users and other application development staff and IT staff in defining bugs, system issues and enhancements to existing application solutions, demonstrates an understanding of the applications and business processes they support and liaises with external IT suppliers and service providers in ensuring the services delivered are at the agreed levels (SLAs). The Complaints and Service Business Systems Owner maintains day-to-day system support and development activities of systems and technologies, maintains existing application systems and responds to problems in order to ensure the technology solutions remain effective and efficient in meeting the business needs and collaborates with the helpdesk to ensure timely resolution of all support requests from end users and business partners.

The position participates in system performance monitoring, product evaluation and buy vs. build recommendations. Normal physical demands include walking, standing and sitting for extended periods and it is in an office environment. The Complaints and Service Business Systems Owner will work within a matrixed for projects as required/contingent labor environment, may travel up to 10% and is located in Irvine, CA.

Qualifications


The Complaints and Service Business Systems Owner is required to have a minimum of a Bachelor's degree in Business Administration, Computer Science, Information Systems or other related field. A math and statistical background preferred with excellent written and oral communication skills, strong interpersonal and organizational skills. Direct customer support and 5 years in analytical support and reporting preferred. It is required the ideal candidate possess a minimum of 3 years in business system analysis and/or management and technical writing experience. It is required the Complaints and Service Business Systems Owner have the ability to work independently, without direct supervision and possess Project Management experience.

A proven record in process development, from inception to operations and medical device or pharmaceutical industry experience preferred. Regulated work environment experience and experience in use of technology for solving business systems issues required. It is preferred the Complaints and Service Business Systems Owner possess experience in CRM/Siebel application functionality and design best practices, experience of CRM/Siebel application components and configuration and customization tools and knowledge of systems analysis and design techniques. Knowledge of all phases of the project and system development life cycle, knowledge of program documentation procedures and knowledge of quality and/or service required.

Knowledge of application integration and data integration techniques and tools, knowledge of business application areas in GMP, GDP, FDA and SOX regulated businesses preferred. The ability to communicate effectively orally and in writing, to design, develop, test, debug, and maintain application programs and the ability to act effectively as a member of a business systems management and development team required. The position is located in Irvine, CA and may require up to 10% travel.

BE VITAL in your career, Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.

Primary Location:North America-United States-California-Irvine
Organization: Advanced Sterilization Products (ASP)