Senior Customer Care Analyst, APAC

Purpose Statement :

Senior Analyst, Operational Excellence will be responsible for providing support, advice, and solutions to customers facing issues or having questions regarding E2E Supply Chain application.

Key responsibilities

• Serve as the primary point of contact for end-users seeking assistance with our application after deployment.
• Lead incident management while facilitating troubleshooting in collaboration with relevant stakeholders, driving the implementation of corrective and preventative measures, and tracking / reporting resolution metrics and performance to ensure adherence to service level agreements.
• Assess, prioritize, coordinate, and implement change requests in post go-live to ensure alignment with business objectives and minimal disruption to the application's stability and performance.
• Monitor application performance and user feedback to identify areas for improvement and enhancement or potential risks and ensure continuity of business and quality of the application.
• Provide guidance / support and ensure customer satisfaction for functional and operational stakeholders.
• Build strategic relationship with internal and external stakeholders, drive cross-functional alignment, and facilitate cultural change.

Qualifications 

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field.
• Minimum of 5-8 years of experience in application support, technical consulting, or business process analysis.
• Fundamental knowledge of Supply Chain processes and Project Management methodologies. 
• Solid understanding of business processes, workflows, and systems integration, with the ability to map and document end-to-end processes effectively.
• Technical aptitude with the ability to understand and troubleshoot inquiries related to software application.
• Excellent communication and interpersonal skills, with the ability to interact confidently with external vendors as well as internal stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills, with a keen attention to detail and a focus on delivering high-quality solutions.
• Customer-centric mindset and a passion for delivering exceptional service and support to end-users.
• Language: Fluent in English 
• Preferred location: Penang in Malaysia. (Batu Kawan)

About Us

As a global medical technology leader for more than 40 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.