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Salesforce Service Analyst

Expired Job

Hologic Marlborough , MA 01752

Posted 3 months ago

At Hologic, we're an innovative medical technology company that enables healthier lives everywhere, every day. We are also a company that prospers and grows, which is why we've been able to expand our offerings to empower even more people and champion women's health

What powers our growth across Breast & Skeletal Health, Diagnostics, GYN Surgical and Medical Aesthetics Solutions is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better. This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.

While we focus on women's health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better health and wellness through solutions that provide ever greater certainty and peace of mind.

Summary

As a member of the Customer Experience Information Services team, the Salesforce Service Analyst will drive continuous process and systems improvements for the Service Divisions around the globe. This role will interact with all related functional groups including Service Operations, Service Contracts, Field Service, Service Logistics, Customer Operations, Finance, and Information Services. This role will focus on initiatives influencing customer innovation, growth and success worldwide.

Duties & Responsibilities:

  • Provide business process guidance, solution architecture and on-going operational support worldwide

  • Build partnerships with key stakeholders in the business and across Information Services

  • Work with Service area leaders to establish priorities and develop business cases to support investments

  • Act as a subject matter expert (SME) in the SalesForce Service Cloud for the Service business areas

  • Accountable to lead key business areas such as Install Base, Service Contracts, Field Service, Customer Support and Service Inventory Management.

  • Maintain a constant focus on enabling simple, holistic, and intuitive user experience

  • Document "As Is" and "To Be" business flows with a focus on the value proposition the IS solutions enable in each step of the process

  • Collect and analyze business requirements, procedures, and issues as use them to design and implement innovative solutions

  • Develop and maintain Solutions Portfolio for Service

  • Challenge legacy processes and policies that complicate the internal and external Customer Experience and provide actionable recommendations

  • Collaborate with cross functional teams on impacts of business decisions across the Salesforce platform and provide input on processes and policies that affect the Service space

  • Drive the periodic release cycles and work with business stakeholders to prioritize bugs and enhancements

  • Evaluate the major functional releases of enabling technologies for suitability to the Hologic business processes

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required:

  • Demonstrated ability to build partnerships & manage engagements with business and Information Services

  • Solid understanding of core Service processes preferred in key areas, such as Install Base, Service Contracts, Field Service, Customer Support and Service Inventory Management.

  • Demonstrated organizational skills and process-oriented mindset.

  • Ability to work with business owners and stakeholders to develop and document business needs and turn into working solutions.

  • Skilled at translating technical jargon into terms that business users can understand.

  • Ability to work independently and as part of a team.

  • Ability to manage time and workload on multiple projects/initiatives.

  • Knowledge of service industry best practices and trends

  • Demonstrated understanding of business process analytical skills, solutions architecture, team building and communications skills

  • Knowledge of Agile Methodology and comfort working in an Agile environment.

  • Skilled at influencing business partners to achieve results

  • Proactive, responsive, and results-driven.

  • Ability to respectfully challenge the status quo

Education:

  • Bachelor's degree in Management Information Systems or Business Management

Experience:

  • 2-4 years of related professional experience supporting service applications such as Salesforce, ServiceMax, Microsoft CRM
  • Experience implementing SFDC Service Cloud & Field Service Lightning and enabling mobile solutions for Service teams preferred but not required

Additional Details:

  • Position is based in Marlborough, MA
  • Periodic travel may be required

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.


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Salesforce Service Analyst

Expired Job

Hologic