Business Operations Analyst

Date: Jun 23, 2022

Location: Zapopan, JAL, MX

Company: Carestream Health

Carestream Health Inc. 

Innovation that sparks imagination. Continue on to your next challenge with us. 

Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 4,000+ professionals!

Position Summary:

The Business Operations Analyst is responsible for maintaining and improving the stability of Carestream's sales and service systems and processes. The individual occupies a pivotal role as a subject matter expert between Carestream's business community and Carestream's IT resources. The Sr. Business Operations Analyst is responsible for providing assistance and training to end-users, triaging and investigating issues, proactively monitoring for errors, and driving improvements in the systems and business processes. This role offers broad exposure to collaborate with various regional teams, functions, and levels of management. 
Triage and address incidents and requests logged by business users of SAP C4C, SAP ECC, and associated applications and processes.
Troubleshoot and facilitate escalation to technical teams as appropriate – track issues to resolution, clarify functionality, test fixes, solicit and document requirements for enhancements if necessary.
Process requests from business users such as account creation, permissions adjustments, data loads, organization structure changes, approval workflow configuration, service pricing updates, stocking location changes, and adjustments to routing logic for tickets, leads, and opportunities in C4C and SAP. 
Drive continuous improvement within the team and related activities to reduce future ticket volumes and improve work process efficiency.  This includes training end-users on common issues, advocating for system adjustments to prevent common issues, and setting up reports and processes to proactively address issues before they become tickets.
Collaborate with team members to document solutions for issues encountered so future incidents can be addressed proactively or more quickly.
Monitor and administer the Customer Experience (Exceed) survey program in Qualtrics.

Required Skills & Education:

Minimum Education and Field of Study: Bachellor Degree in business, engineering, math, statistics, computer science, or related field or comparable experience.
Minimum Years of Experience: 1-2
Minimum Skills: SAP and C4C

Desired Skills:

2-3    Years of experience with SAP C4C Service and Sales functions
-    User Administration (permissions, roles, user setup, organization configuration)
-    Data Workbench (Installed Base, Contracts, Products, Customers)
-    Ticket routing, approval, lead assignments, opportunity party rules maintenance
-    General familiarity with Tickets, Installed Base, Opportunities, Sales Quotes, Sales Orders, Contracts, and field stock
2-3 Years of experience with SAP ECC/R4
-    Sales order management
-    Service contract management
-    Pricing condition maintenance
-    Understanding of inventory movements/parts transactions
Basic Understanding of SQL/Database queries
Strong Microsoft Office Skillset especially MS Excel
Power BI Experience (either as user or developer)
Experience in creating, automating, and distributing reports.
Excellent verbal and written English and Spanish
Microsoft SharePoint Administration Experience
Basic Understanding of Software Development Lifecycles
Strong interpersonal skills including the ability to communicate effectively with IT resources on a technical level, as well as with employees and managers with limited technical background
Self-directed, quick learner with good time-management skills
Innovative problem solver with high levels of enthusiasm and creativity
Results oriented; able to work effectively both independently and as part of a team
Strong business acumen with emphasis on sales and service process

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Applying for a job with Carestream

All Carestream employees must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations

Requisition ID: 2623