Business Relationship Lead - Commercial (Sap Crm)

Ortho-Clinical Diagnostics Raritan , NJ 08869

Posted 3 months ago

The Career Potential

Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together.

Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

  • Work with Contact center and Service Management business teams, to triage and prioritize all IT requests (incidents, service requests and project requests).

  • Follow Ortho sustain process, triage system issue and work with COE teams for its prioritization and resolution.

  • Work as a Single point of contact from GIS side for defining solutions for new requirements as well as enhancements to existing systems.

  • Collaborate with business partners to create requirement definition and translate business requirements into concrete, specific projects that drive measurable value to the organization and align with technology strategy.

  • Create and manage project plans, manage build and its deliverables, manage resources, Manage project risk/issue/dependency management, Project delivery management, Support business users in delivery of end user training.

  • Assist the Global Information Systems team to create best practices, standards, procedures, and documentation for global service management and call center solutions.

  • Help steer the business to best leverage, and provide technical solutions for service management and contact centers.

  • Manage project administration tasks and coordinate between departments for activity completion.

  • Manage and enhance relationships with solution providers and other external partners.


  • Bachelor's Degree in Computer Science, or related field of study required. Master's degree a plus.

  • 7+ years of experience in implementing and supporting SAP systems

  • 5+ years of experience in implementing and supporting SAP CRM

  • Experience working with global contact center handling calls from different countries

  • Experience in medical field & clinical laboratories industry.

  • Strong analytical and communication skills needed to help meet business needs and resolve priority issues.

  • Technical domain knowledge including, a broad understanding, and working knowledge of Information Technologies and all major functions for contact center environment and field service management

  • Strong relationship building skills for developing partnerships with business partners and key stakeholders.

  • Proficient in MS Office products (Excel, Word, PowerPoint, Visio, Project, etc.).

  • Must be able to adapt and thrive within a fast-paced and dynamic environment

  • Excellent written and verbal communication skills

  • He/she should be able to travel as needed.



For this position we will not sponsor applicants for work visas.

Equal Opportunity

Ortho Clinical Diagnostics believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at

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Business Relationship Lead - Commercial (Sap Crm)

Ortho-Clinical Diagnostics