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EMEA Business Process Excellence Senior Analyst Job

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Date: Nov 27, 2018

Location: Ratingen, NW, DE

Company: Boston Scientific

Purpose Statement

 

 

The Rhythm Management (RM) Sr Field Clinical Support Business Process Excellence Analyst provides user support to the country RM SalesForce (SFDC)-ServiceMax(SMX) Subject Matter Experts (SME's). Planning and performing business process reviews at a country and EMEA level to  optimize the clinical support of our customers utilizing the software system is a key element of the role.

                                                                      Key Responsibilities

 

 

 
  • Leads and supports key aspects of RM SFDC-SMX implementation, monitors performance and user adoption.
  • Maintains an expert level knowledge of SFDC-SMX functionality, configuration and process.
  • Provides user support to the RM SFDC-SMX Subject Matter Experts (SME's) in the countries as well as end users as needed. This includes assessing whether topics raised are caused by business process, training, admin/ user access or a technical issue (to get resolved by IT) and appropriate remedy action as needed.
  • Works with Country Managers to identify and maintain a solid SME team to support the SMX end users and ensure their contribution is valued and rewarded. Animates and motivates the network of RM SFDC SMX SME’s by sharing with them key information about SFDC-SMX, organizing regular in-person and/or virtual “get together”
  • Identifies opportunities and RM business requirements to improve the efficiency and effectiveness of the SFDC-SMX system and processes being examined (process improvement/ process re-engineering projects).
  • Established a pro active and result oriented working relationship with the EMEA SalesForce.com & ServiceMax support teams as well as Divisional EMEA Sales Cloud Sales Excellence Specialist, Sales Ops, FP&A & Commercial Capabilities.
  • Works with the co-sourcing partners to plan the project, draft project reports and conduct the fieldwork, which includes interviews, process flow determination, critical analysis of activities as value added/non-value added, financial analysis, system data analysis and transaction testing. Ensure quality data processes are in place to guarantee accurate qualitative metrics can be used and maintained.
  • Participates in special projects as they arise, including compliance reviews, integral business process redesign accross functions supporting the clinical support of our customers.

 

                                                                            Key Competencies

 

  • Good analytical skills
  • Experience with supporting and implementing software customer relationship management systems like SalesForce.com/SeviceMax or similar software
  • Working with different stakeholders in a matrix organization
  • Experience with Change & Process improvement project management
  • Language skills: Fluent in English required, Ideally a 2nd European language like German
  • Minimum of 5 years of experience in relevant roles
  • Preferred location Ratingen/Duesseldorf Germany, Kerkrade Netherlands, Brussels Belgium

 

 

Reporting to Director of Commercial Operations

Location : Main European Hub with Ratingen as primary or Kerkade as secondary


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