Associate Business Analyst

2 semanas atrás

Lisboa, Lisboa, Portugal Insulet Corporation Tempo inteiro

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod product platform.

In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.


  • We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations.

Our continued success depends on itJob Title:
Associate Business Analyst

Department:
Customer Care

Manager/Supervisor:
Senior Manager, Customer Care Operations

FLSA Status:
Exempt

SOP Group:
Customer Care

Position Overview:
The CC Systems Specialist validates all business requirements and use cases to ensure they meet business requirements before implementation.


This role will manage and improve customer care systems and tools, be responsible for managing upgrades and updates as well as finding efficiencies.

They may also serve as a project lead or member for assigned projects and business process improvement initiatives.

Responsibilities:

  • Serve as a main point of contact in Customer Care for reporting issues, enhancement requests and projects, including documenting business requirements and managing user acceptance testing.
  • Build and maintain a very close relationship with the Insulet IT team, ensuring that new Customer Care requirements are fully documented, justified, costed and have a clear delivery plan.
  • Be fully conversant with all IT systems currently in use as well as emerging technologies that may enhance the Customer Experience.
  • Focal point for addressing system changes, regression testing during upgrades/patches, and other system maintenance activities throughout the maintenance phase.
  • Ownership of testing. Test scenario and script creation, and planning/execution of User Acceptance Tests.
  • Provide leadership on resolving business process issues related to the systems in use
  • Management of end to end simulation testing for systems and operational changes, for example new product launches.
  • Change management with EU Customer Care team, aligning on process and training updates with the Training and Quality Manager and maintaining open communication across functions.
  • Performs other duties as required

Project Work:

  • Process SME to provide requirements for new features, functions, etc.
  • Ownership of complete business requirement documentation and discovery process and significant involvement in functional requirement phase.
  • Liaise with global project teams to redesign CRM and ERP platforms as and when required

Education and Experience:

Minimum Requirements:

  • Degree level or other transferable experience
  • Minimum of 3 years' experience within a Call Centre and a sound background in IT or relevant experience.
  • Experience translating findings into compelling recommendations, polished deliverables, and actionable programs

Preferred Skills and Competencies:

  • Ability to understand business requirements and translate into IT deliverables, managing through to delivery.
  • Significant experience in fast moving but highly regulated industry, preferably including technical and operational improvement experience.
  • Understanding of IT methodologies; Agile, Sprints etc.
  • Selfsufficient, flexible and motivated team player capable of multitasking and managing workload priorities.
  • Maintain a methodical approach to their work.
  • Outstanding attention to detail and ability to organize, prioritise and delegate tasks.
  • Effective verbal and communication skills with the ability to work across regions and different levels of the business.
  • Results driven and able to understand multiple complex processes
  • Exposure to regulatory
  • Experience in the healthcare environment, diabetes industry a plus
  • Languages: English fluent, additional language an advantage
  • Perceptive, critical thinker with the ability to solve challenges creatively
  • Proven ability to prioritize, multitask, and manage multiple complex bodies of work in a fastpaced work environment
  • Confident, selfaware team player open to receiving/providing feedback to peers and colleagues
  • Willingness to travel as needed up to 30% European and International travel

Physical Requirements:

  • None

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