Working Location: CALIFORNIA, SAN JOSE; Nationwide
Workplace Flexibility: Field
Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.
Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.
Our Purpose is to make people’s lives healthier, safer, and more fulfilling.
Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View
We deliver on our purpose and our core values by staying True to Life.
Job Description
The Global Analyst of Business Partner Operations Services is a position which reports to the Senior Manager of Global Business Partner Operations Services and will be responsible for supporting the Olympus business BPO client services organization. The person in this role will coordinate and maintains Phone Interactive voice response and Customer Relationship Management Technology system infrastructure ensuring optimal functional for teams.
Responsible for effective onboarding and offboarding processes that include tools and procedures and communication cadence to ensure no missed activations during onboarding and decommissioning of an employee credentials during offboarding. Responsible for an automated process to remove access approvals upon departure. Ensure actions are in place to mitigate risk(s) and ensure when employees leave the organization that the data is not compromised.
Job Duties
* Acts as subject matter expert and content owner for all key IVR system initiatives and activities.
* Maintains IVR system infrastructure ensuring optimal functional output.
* Performs system analysis and troubleshooting to isolate, and document problems/issues, identify risks, and develop solutions.
* Develops and maintains strong relationships with Call Centers, Market Quality Complaint and MDR Teams, Customer/Technical Services, and Information Technology partners to ensure the effective use of CRM and OVR systems to enhance global complaint intake.
* Works within the existing infrastructure to develop, test, and implement systems upgrades.
* Performs quality assurance testing on all pre and post application implementations, system releases.
* Communicates effectively across call centers to understand implementation, system release, maintenance or any system downtime is well understood and planned for.
* Interfaces with the Information Technology and Call Centers on continuous basis to mitigate potential issues and resolve outstanding system issues.
* Responsible for effective training to IVR and CRM systems that includes but not limited to responsibilities review, video walkthroughs, and technology demonstrations that are each relevant to and customized for a given position.
* Meets with key business partners regularly to uncover business and/or system issues that need to be addressed in future releases.
* Analyzes businesses requirements and provides well thought out feedback on possible CRM systems- and programs-based solutions and improvements.
* Proactively assesses CRM systems for continual readiness, stable state to ensure system is performing as expected and identify initiatives to improve Global Complaint Intake.
* Oversees and executes a business continuity plan (BCP) for all IVR and CRM systems which includes recovery plan. Reviews and updates the BCP regularly and when there is change in infrastructure, architecture, processes, policies, and staff.
Job Requirements
REQUIRED QUALIFICATIONS:
* Bachelor’s Degree required. Advanced Degree preferred.
* Minimum of 5 years’ experience with and extensive knowledge of enterprise-wide systems, database systems and/or related occupation/experience.
* Minimum of 5 years’ experience with and extensive knowledge of enterprise-wide IVR systems, related occupation/experience.
* Minimum of 5 years of experience in medical devices and/or pharmaceuticals or another regulated environment.
* Minimum of 2-3 years of experience with SQL Server, HTML and JavaScript coding, and/or Web Services.
* Up to 50% domestic travel, occasional international travel may be required.
PREFERRED QUALIFICATIONS:
* Proven experience in working with Information IVR Technology on small to large projects.
* Proven experience analyzing and documenting complex business processes.
* Execution of initiatives working with a diverse group of people including departmental leaders, executive leaders, IT resources and system users, and business leaders.
* Strong and effective planning, analysis and problem-solving skills.
* Relevant experience in complex consumer services organizations with multiple products, or in IT system ownership.
* Demonstrated ability to work in a fast-paced environment with effective results.
* Strong interpersonal skills with the ability to communicate effectively with a large spectrum of different stakeholders and all levels of management through diplomacy and tact.
* Superb written and verbal communication; advanced or expert PowerPoint and visual presentation skills; advanced or expert Excel skills.
* * The anticipated compensation range for this position is $81,000 to $110,000 USD annually and the compensation offered will depend on the candidate’s qualifications.
Why join Olympus?
Here, people matter-our health, our happiness, and our lives.
- Competitive salaries, annual bonus and 401(k)* with company match
- Comprehensive Medical, Dental, Visions coverage effective on start date
- 24/7 Employee Assistance Program
- Free virtual live and on-demand wellness classes
- Work-life balance supportive culture with hybrid and remote roles
- 12 Paid Holidays
- Educational Assistance
- Parental Leave and Adoption Assistance
- Volunteering and charitable donation match programs
- Diversity & Inclusion Programs including Colleague Affinity Networks
- On-Site Child Daycare, Café, Fitness Center**
* US Only
* *Limited locations
We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks.
About us:
Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.
Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
Olympus is dedicated to building a diverse, inclusive and authentic workplace
We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.
Let’s realize your potential, together.
Olympus requires all US new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.
It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || California (US-CA) || San Jose ||
Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segment:
CRM, Quality Assurance, QA, QA Tester, Systems Analyst, Technology, Quality