Business Systems Analyst

Description

The Diabetes Care Division of Abbott’s Global Customer Experience (GCX) team has an exciting opportunity for a senior level-Business Analyst to support the customer experience technology portfolio. GCX defines the roadmap and drives delivery of new products and features supporting 21 call centers serving over 60 countries, as well as the Quality department.

About the Role:
The Business Systems Analyst will partner with the Product Manager and key business functional leads to analyze and synthesize information, understand the project context and
deliverables, complete business analysis activities, document and manage requirements, and other analysis activities. The Business Analysis will also provide project management support to Product team, including coordinating UAT with regional partners, coordinating incident management, and maintaining dashboards. This role will not code or configure the system.

Responsibilities

• · Bachelor’s degree with a minimum of 7 years of experience in a business/systems analyst role working in a matrixed environment
• · Strong analytical skills, able to draw conclusions from data, manage information, identify trends and make recommendations
• · At least 5-7 years of experience supporting software development utilizing Agile Scrum, Kanban and/or Waterfall methodologies
• · Experience with JIRA for writing requirements (User Stories) and backlog management
• · Ability to plan, execute small to medium sized projects and manage global stakeholders
• · Minimum 2 years of experience working with a CRM, Salesforce platform (Service Cloud) preferred
• · Ability to create dashboards and operational reports, preferably in Salesforce Service, Power BI or Workbench
• · Ability to write UAT test scripts and manage completion of business partner testing within schedule
• · Medium to advance proficiency in Microsoft Excel and PowerPoint
• · Excellent communication and interpersonal skills, proactive and resourceful with a “Can do” attitude
• · Ability to self-direct, learn and independently complete tasks as assigned.

Experience Requirements

• · Experience within Healthcare industry and/or Call/Contact Center experience
• · Experience with querying databases strongly preferred
• · Be Innovative and able to think openly, broadly, and strategically but then quickly transition to be able focus on tactical delivery as needed
• · Enjoys responding quickly and influencing people to deliver on roadmap and/or initiatives
• · Highly organized, focused and committed to achieving goals
• · Thrives under pressure with tight deadlines on several initiatives simultaneously
• · Product road mapping experience a plus
• · Ability to work flexible hours as needed