Business Systems Analyst

About AbbVie
AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Position Overview

The Business Systems Analyst position will be responsible for Business Technology (BT) delivery and support of assigned Customer Operations functions based in Austin, TX. This position will interface and liaise with the commercial organization leaders and personnel to understand the current issues, projects and requests that affect the Austin team and work closely with the other BT resources to deliver excellent technology solutions for the Customer Operations group.

Main Areas of Responsibilities

• Perform and deliver technology and process analysis to aid the efficient delivery of new initiatives from the BT roadmap in support of the Customer Ops business strategy.
• Support existing Customer Ops applications & integrations to maximize utilization, operational efficiency and relevancy to the commercial organization.
• Interact closely with other Business Technology Solutions personnel and resources to ensure strategy is aligned across the organization.
• Interact with external suppliers and technology vendors.
• Deliver training and presentations as required.
• Maintain professional relationships with the Customer Ops business leaders and personnel.
• Analyze the business needs of assigned functions and support them by delivering innovative ideas and BT solutions.
• Provide details and presentations to support business analysis and findings.
• Collaborate with various technical teams, both internal and external to achieve goals and deliver upon BT projects and commitments.
• Work closely with the Customer Ops leaders and personnel to continuously improve the business processes and identify and address root cause for various issues.

Qualifications

The following listed requirements need to be met at a minimum level to be considered for the job:
• Minimum of 5-7 years Customer Operations business analysis and technology experience.
• 5+ years experience in business process modeling and reengineering, and application analysis and design.
• Process oriented with strong business understanding of Customer Operations.
• Hands on implementation and/or support experience working with Contact Center as a Service (CCaaS), Order-To-Cash (OTC), Customer Relationship Management (CRM), or Case Management business information technology systems
• Certifications, knowledge, or background working with quality focused methodologies like, Lean, Six Sigma, or Operational Excellence (OpEx).
• Background working using formal SDLC; project management methodology (PMP preferred), techniques, and tools is required.
• Experience in high performing matrix environment.
• Highly effective presentation skills enabling the business to clearly understand how technology solutions will deliver benefits.
• Ability to manage simultaneous priorities and changing deadlines
• Highly developed interpersonal, oral and written communication, negotiation, facilitation skills with a commitment to internal/external customer responsiveness.
Preferred Skills/Qualification
The below skills are attributes that are desired in the ideal candidate.
• Certifications, knowledge, or background working with SAP (or other leading ERP systems) in the area of Order-To-Cash (OTC).
• Certifications, knowledge, or background working with Salesforce (or other leading CRM systems) in the area of Service/Case Management.
• Certifications, knowledge, or background working with Contact Center as a Service (CCaaS) technology platforms such as InContact, Five9, or Genesys.
• Consulting experience highly desired.
• Ability to Travel (typically Education
• Bachelors degree.

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
IC
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.