Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.
At Abbott, we believe people with diabetes should have the freedom to enjoy active lives. That's why we're focused on helping people with diabetes manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.
Our Customer Service organization located at Division Headquarters in Alameda, CA currently has a hiring opportunity for a Business Systems Analyst - Customer Service. This role reports into our Sr Manager of Digital Experience and Enablement.
WHAT YOU'LL DO
Our Business Systems Analyst - Customer Service will manage and support the technology solutions that enable the customer service organization to provide best-in-class services and care to our Customers. This position will act as liaison between the business and information systems, and will participate in the development of new system(s) and enhancements of existing system(s) to support business processes. Additionally, this position will coordinate and execute the activities required to support various technology projects, and processes, and act as internal SME for key business systems and processes.
Core Job Responsibilities:
Engage with system users to understand needs and collaborate on optimal workflow and system requirements
Defines and documents system requirements by analyzing business processes. Create user stories, user requirement specifications, process flows, user guides, training material, work instructions, procedures, and other documentation.
Track and manage business needs for system changes and issues.
Collaborate with technical delivery teams, support change implementation and issue resolution.
Creates and executes testing scenarios, performs user acceptance testing (UAT) to ensure business requirements are met.
Implements solutions by creating, delivering and training users on new business processes and systems.
May interact with vendors of technical services and/or products.
Organizes and performs tasks supporting business operations.
Cultivates an extensive network of support to facilitate completion of related assignments
Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
Will perform this job in an environment including quality systems.
This position may travel both domestically and internationally up to 10% of the time.
EDUCATION AND EXPERIENCE, YOU'LL BRING
Bachelor's degree in Computer Science, Management Information Systems (MIS) or related fields, or a minimum of 6 years of equivalent combination of education and work experience in lieu of a Bachelor's.
Demonstrated problem-solving and analytical skills with the ability to work well under pressure and with multiple projects and priorities
Excellent written and oral communication skills. Ability to communicate technical information to non-technical users of varying levels of expertise.
Knowledge and hands-on experience with customer service systems and technologies, such as customer / contact management systems (CRM, e.g. Salesforce Service Cloud), ERP systems, knowledge bases, telephony systems, and system integrations.
Knowledge and experience with technology system or solution development and delivery methodologies (E.g. Agile, Waterfall) and System Life Cycle
Knowledge of relational database concepts and SQL. Experience with business analytics tools (Qlik, Tableau, PowerBI) is a plus.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
Training and career development, with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives, and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Learn more about our benefits that add real value to your life to help you live fully:
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.