Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.
Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Customer Care Service Management Analyst. If you're eager to be part of a dynamic environment that fosters growth and collaboration, look no further. You will be responsible to deliver Salesforce and Service Management support across S+N's Global Customer Care Team. Strong communication skills with the sales team and customers is huge for your success in this position. Let's craft the future together!
What will you be doing?
- Business Analysis - Building customer stories for our Contact Centre platforms, such as Salesforce and Amazon Connect, by helping capturing user requirements, stakeholder management and thorough testing for deployment.
- Knowledge Management - Responsible for the ongoing creation of relevant Knowledge material and Knowledge Management process throughout Customer Care. Actively engaging in the Knowledge Community.
- Continuous Improvement / Problem Management - Research the root causes of issues impacting customer experience and/or process inefficiencies in Customer Care, work to understand root case and make recommendations to relevant teams to resolve.
- Service Management Operations - Support the Case Management lifecycle process in Customer Care and ensure teams adhere and adapt their ways of working to a consistent process across the organisation. Make recommendations on case management process and Service improvement to functions.
- Contact Centre Reporting - Supporting and maintaining all needed reports based on business requirements. Support Customer Care with ad-hoc data needs and reporting requests/analysis.
- Salesforce Super User Community - In charge of coordinating the tasks and projects amongst the Super Users, ensure communication across locations: US, UKINOR, EMEA, etc, and develop initiatives to support the user community across the globe.
What will you need to be successful?
- Education: Bachelor's Degree in Information Technology / Computer Science/ Computer Engineering or equivalent experience in Customer Service.
- Experience: Minimum 3+ years of experience in a Service Management role, supporting global functions.
- Business Process definition, re-engineering, and improvement. KCS Knowledge process
- ITIL Service Management. Service Management toolsets and portals.
- Supporting critical business units. Stakeholder management. Strong organisational skills
- Ability to interpret complex business environments, issues and requirements.
- Ability to distil those businesses needs into clear system requirements. Customer-centric attitude.
- Understanding of Service Improvement lifecycle.
- Superb communication, collaboration, and relationship building and collaborator engagement skills.
- Working from Office for 3 days - Location - Kharadi, Pune.
- Shift Timings - UK shift (2:00 PM to 11:00 PM IST).
You Unlimited.
We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).
Other reasons why you will love it here!
- Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
- Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Your Wellbeing: Parents / Parents in Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
- Flexibility: Hybrid Work Model (For most professional roles)
- Training: Hands-On, Team-Customized, Mentorship
- Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.
Stay connected and receive alerts for jobs like this by joining our talent community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited, life, culture, and benefits at S+N.
Explore our new website and learn more about our mission, our team, and the opportunities we offer.
#YS1
Stay connected and receive alerts for jobs like this by joining ourtalent community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check ourGlassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.
Explore our new website and learn more about our mission, our team, and the opportunities we offer.
