Analyst, IA Production Support

Additional Locations:  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the Role: 

The IA Production Support team efficiently manages and enhances the operational stability of critical data ingestion processes across diverse systems, ensuring seamless information flow for leaders within the organization. This role will dedicate efforts to maintain and improve data integrity, playing a pivotal role in supporting the global supply chain organization's need for accurate and timely information, facilitating informed decision-making daily. 

Your Responsibilities will include:

• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Responsible for providing excellent service support to the GBS IA customers.
• Provide first-level support to resolve problems with Digital Solutions and applications by meeting the SLAs (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly).
• Follows procedures for incident escalation and notification to leadership.
• Supports and assists with troubleshooting efforts in conjunction with customers to identify moderately complex problems.
• Develops the knowledge repository for low to moderate-complexity technical support issues.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Provide after-hours on-call support for moderately complex issues.
• Create and maintain a schedule for running BOTs based on business requirements, operational needs, and workload patterns.

What we're looking for in you:

• Minimum two (2) years of experience in technical support and troubleshooting in a contact/call center experience.
• Degree or equivalent in Computer Science, Business, or related field. Additional equivalent work experience may be substituted for the degree requirement.
• 80-89% English speaking and reading comprehension level.
• Solid background in IT support, incident management, and troubleshooting techniques.
• Good verbal communication skills with the ability to present technical details to a non-technical audience as well as produce clear and concise written documentation.
• Ability to solve problems collaboratively and build strong relationships.
• Team player, flexible, and committed to quality processes and outcomes.
• Strong organizational skills, and the ability to prioritize multiple concurrent tasks
• Process orientation with strong attention to detail
• Experience in working with ITSM (IT Service Management) tools such as ServiceNow, Remedy, or Jira for ticketing, workflow management, and reporting. 

Requisition ID: 598440

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!