Business Analyst

Role Overview

This position entails managing a variety of sophisticated customer service tasks that often require understanding customer needs beyond standard protocols to deliver optimal solutions. The role involves diagnosing complex problems, uncovering trends in customer issues, and enhancing processes. Interaction with internal departments such as sales and product management as well as external parties like vendors and suppliers is key to resolving challenges and supporting customers effectively.

Key Job Description

As a Business Analyst for Global Customer Service Analytics & Automations, your primary duties include developing and sustaining global customer service reports and metrics, offering data-driven insights, and collaborating with internal teams to meet business requirements. This role demands meticulous attention to detail and a strong analytical approach to ensure the precision of all reporting and analytics.

Qualifications

• Graduate or Diploma holder or equivalent qualification
• At least 2.5 years of relevant work experience
• Familiarity with Power BI, data modeling, and Microsoft Excel functionalities
• Bonus skills include knowledge of SQL, Snowflake, and Excel VBA
• Good verbal and written communication skills
• Understanding of process management, preferably in supply chain contexts
• Proficiency in Microsoft Office tools
• Strong grasp of analytical tools and data interpretation techniques
• Ability to convert statistical data into clear visualizations such as infographics and mappings
• Basic knowledge of customer service procedures
• Willingness to work night shifts

Core Competencies

• Analytical and critical thinking
• Team collaboration
• Continuous improvement and innovation mindset
• Customer-centric approach
• People development orientation
• Result-driven
• Adherence to company policies and culture

Responsibilities and Impact

• Create and update global customer service reports and performance metrics
• Analyze data to detect trends and provide actionable insights for various stakeholders
• Build and nurture relationships with organizational stakeholders to understand and fulfill reporting needs
• Identify and implement automation opportunities to enhance reporting efficiency and accuracy
• Conduct quantitative data analysis using diverse data sets for business analysis
• Understand business and customer drivers and dynamics
• Support customer service operations through analytics and identification of critical trends
• Assist in customer service-related projects as necessary

Additional Information

This description provides a general overview of responsibilities and qualifications and is not exhaustive. The company is an equal opportunity employer committed to diversity and inclusion. Reasonable accommodations during the hiring process are available upon request. The privacy of candidate information is respected and handled according to company policies. Third party recruitment agencies not formally engaged with the company will not be remunerated for unsolicited submissions.

About the Employer

Join a global team passionate about advancing life-changing science. The work significantly impacts patient treatments and medical innovations, offering abundant opportunities for professional growth within an inclusive culture focused on learning and development.