Senior Customer Care Analyst, Apac

Pulau Pinang, Malaysia

Job Description


Purpose Statement :Senior Analyst, Operational Excellence will be responsible for providing support, advice, and solutions to customers facing issues or having questions regarding E2E Supply Chain application.Key responsibilities

  • Serve as the primary point of contact for end-users seeking assistance with our application after deployment.
  • Lead incident management while facilitating troubleshooting in collaboration with relevant stakeholders, driving the implementation of corrective and preventative measures, and tracking / reporting resolution metrics and performance to ensure adherence to service level agreements.
  • Assess, prioritize, coordinate, and implement change requests in post go-live to ensure alignment with business objectives and minimal disruption to the application\'s stability and performance.
  • Monitor application performance and user feedback to identify areas for improvement and enhancement or potential risks and ensure continuity of business and quality of the application.
  • Provide guidance / support and ensure customer satisfaction for functional and operational stakeholders.
  • Build strategic relationship with internal and external stakeholders, drive cross-functional alignment, and facilitate cultural change.
Qualifications
  • Bachelor\'s degree in Business Administration, Information Systems, Computer Science, or related field.
  • Minimum of 5-8 years of experience in application support, technical consulting, or business process analysis.
  • Fundamental knowledge of Supply Chain processes and Project Management methodologies.
  • Solid understanding of business processes, workflows, and systems integration, with the ability to map and document end-to-end processes effectively.
  • Technical aptitude with the ability to understand and troubleshoot inquiries related to software application.
  • Excellent communication and interpersonal skills, with the ability to interact confidently with external vendors as well as internal stakeholders at all levels of the organization.
  • Strong analytical and problem-solving skills, with a keen attention to detail and a focus on delivering high-quality solutions.
  • Customer-centric mindset and a passion for delivering exceptional service and support to end-users.
  • Language: Fluent in English
  • Preferred location: Penang in Malaysia. (Batu Kawan)
About UsAs a global medical technology leader for more than 40 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you\xe2\x80\x99re looking to truly make a difference to people both around the world and around the corner, there\xe2\x80\x99s no better place to make it happen.

Boston Scientific

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Job Detail

  • Job Id
    JD1026109
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Pulau Pinang, Malaysia
  • Education
    Not mentioned