Senior Technical Analyst-

Pe Global

Cork

Project Management (Senior Analyst responsibility): Lead medium sized projects, or workstreams within larger projects in line with the strategic priorities of Customer Service. Demonstrate excellent communication & change management skills with stakeholders at multiple level. Design, validate & deliver business processes, through multiple mediums – including process mapping, Swimlane creation, PowerPoint summary and formal documentation. Organise, plan & deliver training workshops as required, which may include travel and facilitation across multiple geographies. Maintain the list of User Stories (change/enhancement requirements) for potential enhancements for future releases & facilitate the provision of end user & SME input to the IT team responsible for Development, Testing & Release. Work with IT on Bug Fix solution definition, User Acceptance Testing and ensure communication/delivery to end users prior when fixes are released. Update documentation (i.e. Job Aids or SOP’s) which may be altered by a bug fix or enhancement & coordinate the delivery of communications to impacted stakeholders as needed. Web Service & DocuSign Maintenance: Oversight & execution of Content Management changes to Web Service (Online customer portal) as required by the business to support local legal requirements, customer experience improvements, privacy requirements. Implementation support & training for new affiliates taking on Web Service. Support & communication for escalations regarding Web Service performance. DocuSign maintenance and optimisation. Execute requests to add or edit Customer ID’s in the Customer ODS for EFPIA affiliates to support CMS business processes and TOV Disclosure requirements. Partner with the relevant internal teams to ensure that vendor performance for Customer data meets SLA to a high degree of accuracy across all affiliates. Create & update Janrain accounts for Health Care Professionals within SLA to ensure that they can register for meetings via Web Service. Execute password re-set requests received from the Operations teams. Provide training as required to new starters in relation to the data systems and processes relevant to the business process. Ensure TVA kickouts are identified, followed up and resolved in a timely manner to enable accurate TOV Disclosure reporting. Maintain accurate & current GS Docs in relation to all data related process. Have an in depth understanding of the system & end to end business process (Cork, Local, Global & MPC) to support complex ticket resolution & be a bridge from the Business to IT. Monitor/oversee Service Now tickets logged to ensure: correct priority is assigned, duplicates are not logged, high-impact items are cascaded to inform end users in a timely manner. Communication on IT/system incidents which may impact end user efficiency or customer experience – provide weekly updates to leadership on open/closed tickets. Be an expert in the relevant business processes & systems to ensure that root cause analysis correctly segregates tickets to identify whether a system fix, system enhancement, user re-training or business process change is required. Provide periodic analysis to CMS leadership on trending/ repeat issues etc. which may justify retraining for end users or warrant system change to eliminate occurrence. Basic Qualifications. Bachelor’s Degree. IT, Project Management or Training qualification would be an advantage. Another European language is a plus. Additional Skills/Preferences. Personal Attributes: Experience working on & leading projects (ideally with a Six Sigma methodology) is required. A Project Management qualification is an advantage. Experience working with the following systems would be an advantage: Salesforce, SAP, MS Office, Kanboard, MS Project & Viseo. Ability to handle complexity and utilize analytical skills, with attention to detail. Ability to proactively & effectively analyse & resolve problems. Ability to effectively prioritize and complete key tasks and deliverables. Able to respond flexibly and empathetically to customer or stakeholder needs, managing their expectations effectively. Ability to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external Business Process Outsourced organisation/Meeting Planning company team members. Full Detailed Job spec available on request. Interested candidates should forward an up to date CV to susan.omeara@peglobal.net or call me on 021 4297900. This job originally appeared on RecruitIreland.com.

2159 days ago