Support Business Analyst

Work Flexibility: Hybrid or Onsite

COMPANY DESCRIPTION:

Why Technical Support at Stryker?

At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

As a Support Business Analyst at Stryker, you will be proud of the work that you will be doing, supporting cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly talented and intelligent people, creating industry-leading medical technology products. You will also have growth opportunities as we have a culture that supports your personal and professional development.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

JOB PURPOSE:

Our Support Process Excellence Team brings together teams across our Customers Services function to provide a frictionless support experience to our customers.  Our Support Business Analysis must have functional expertise in building analytical solutions and be a trusted partner in our Support Delivery, Operations and Leadership teams.  This role will provide insights, recommendations, and enabling data driven decisions to those groups.

We are searching for a dynamic professional with expertise in Support Business Analysis with hands-on experience in the customer support field. You will play a key role to help deliver our strategic focus to elevate Stryker’s Technical Support organization to being truly data-driven.  A data thought partner to support business leaders through providing insight to our customer service performance, from gauging supportability quality issues to highlighting customer service improvement opportunities or predicting global workforce capacity.  We have a vast amount of data at our disposal, all of which needs to be mined, analyzed and acted upon to achieve our growth goals.

You will have strong data acquisition, modelling and visualization skills to inform and deliver data-driven decisions.  Experience in customer service/support field is highly desirable as well as ability to work well within a team.  KPI creation and tracking, forecasting, root cause analysis and data visualisation should be part of your toolkit, but you should also be comfortable learning modern technologies and domain knowledge in an ever-changing environment. Prior experience in data modelling, including in using Excel, SQL or other data analysis tools.  Experience in utilizing Power BI Dashboard is also desirable.

DUTIES AND RESPONSIBILITIES:  

• Design process and operational metrics , ensuring that the work gets delivered against the functional goals
• Collaborate with leaders and managers to review and refine process workflows, determine and address data and reporting needs for various company projects.
• Manage stakeholder relationships, ensuring clarity of communication and strategic alignment on analytics initiatives
• Present analysis, training and support to business users that support our goal of being data-driven with particular emphasis on storytelling.
• Monitor and analyze key metrics and identify operational weaknesses
• Provide solutions to business problems through quick ad-hocs analysis with deep insights
• Build, maintain and enhance our Power BI dashboards.
• Help support the wider team maintain data and analytics outputs.

QUALIFICATIONS:

• 3+ years of overall experience in technical support.
• 4+ Experience in business analytics or data analytics or similar role.
• Bachelor’s Degree, preferably in a technical discipline or data science.
• A proven track record in a similar role.
• Demonstrates solid data acquisition, manipulation and analysis skills, with data languages such as SQL, PowerQuery and DAC.  Python and/or R is also desirable.
• Experience with process development methods to design and refine business processes
• Advanced Microsoft Excel skills for initial data analysis and modelling
• Working experience with workflow design tools such as MS Visio, Miro or Lucidchart
• Experience with of Statistical Analysis methods
• Strong ability to uncover new data insight and pursue this to realise business benefits.
• Exceptional business acumen, strategic thinking skills, and the ability to make informed judgments
• Excellent communication skills with the ability to distill complex subjects to a wider audience
• Solid understanding of Customer Support processes of a 24x7 customer support experience. This includes processes like Support Case lifecycle, Support SLA tracking, escalation processes, CSAT/DSAT Reviews, Global queue management, plus more.
• Ability to work in a dynamic, ever-changing environment with a sense of urgency.

STRONGLY DESIRED SKILLS:

• Power BI and/or SalesForce Analytics (Tableau) development experience as well as experience in working with multiple data sources including CRM systems (Salesforce), Software reporting APIs, Excel Spreadsheets and SQL databases.
• High attention to detail as well as the ability to think outside the box, not being afraid to challenge the norm where appropriate.

Stryker is an Equal Opportunity Employer.

CORE COMPETENCIES:

• Communications
• Problem Solving and Analytical Skills
• Planning and Organization
• Analysis and Reporting
• Customer Focus
• Relationship Building