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Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
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Who we want:
Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
Hard-working winners. Confident, competitive and results-oriented professionals who create a track record of success.
What you will do
The Business System Analyst (BSA) will be the primary point of contact for the users that rely on our Salesforce.com platforms (SFDC) to be successful in their roles and to manage our business on a daily basis. This individual will work closely with functional leaders, commercial and operations teams to deploy and support new processes and functionality on SFDC primarily Core and Call Center modules. Beyond supporting the launch and roll out of new technologies, another critical component of the BSA will be the ongoing maintenance to ensure optimum performance and continued improvement over time. The BSA will be responsible for day-to-day basic troubleshooting, user account maintenance, addressing user questions, collecting enhancement requests, identifying new training needs, system performance monitoring and supporting the business through the regular release cycle.
This role is a critical link between the Canada business team and the IT CRM team and other BI systems and data platform owners. The role required the ability to engage with a matrix of diverse users at all levels, including BUD and RSM, to achieve the needed digitalization of change in the way the divisions manage their customer relationships to advance the drive to win together. The capabilities being built is a key enabler to achieve highest levels of customer engagement through service and sales excellence.
What you will do:
Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
Consistently meets service delivery expectations based on input from the business
Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance
Develop trusted partnerships with IT and the business (Commercial, Service Operations, Customer Service, etc.)
Fully accountable for the daily management and further development of CRM for Call Center and Core capabilities. Primary back-up for the Sales and CPQ BSA.
Elicit and document clear, easy to understand requirements from appropriate stakeholders. Search out un-articulated needs and define requirements that anticipates them; Ensure business value is understood and relevant to the overall growth of the company.
Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the stakeholder.
Incorporate and account for dependencies in requirements definition that may stem from business processes or other IT systems.
Proactively guide the business towards optimal solutions. Research available Stryker vendors and solutions; identify solutions that meet requested requirements. Within the solution, identify opportunities for process optimization, process redesign or development of new processes.
Build and foster greater CRM adoption and improve internal customer experience on an ongoing basis.
Manage communication with Users when there are system or performance issues, upcoming releases, tips and tricks, etc.
Collect and help to prioritize enhancement requests; coordinate appropriate communication with the business users to help keep them informed.
Drives decisions on design requirements, final standards, business processes, go-no go, etc.
Work collaboratively across the organization to understand related applications, make recommendations, and define/document development requirements as needed.
Build strong relationships with Europe and US business enablement team to engage in best practice exchange on SFDC.
Actively participate in the Bi-weekly SFDC Governance calls with other Stryker divisions including license allocation and maintenance across Divisions.
Identifies risks to delivery, elevate with the appropriate urgency; provides proposals for how to mitigate.
Partners closely with Stryker IT resources to follow process and documentation requirements, release management framework, and IT compliance requirements to deliver solutions for Commercial Operations.
Effectively communicates plans, updates, risks, project/enhancement progress, concerns and results across Commercial Operations and IT to influence outcomes and steer towards enterprise objectives.
Coordinate and perform user acceptance testing efforts with initial technology deployment and future enhancement releases, as well as ongoing monthly regression testing. Ensures the test scripts are documented in clear and meaningful language, well organized for continuous maintenance for the life of the service and accessible by relevant support resources.
Drive data cleansing activities during deployment cycle by collaborating with local and national data owners; provide guidance on how to maintain post deployment.
Develop and deliver training programs and/or communication for end users on deployment of new capabilities, ensuring strong change management and adoption protocols.
Responsible for helping to onboard new users and maintain users after the initial launch including applying different user accessibility/visibility within the system.
Collect feedback for training improvements.
Maintain/update training documentation for the platform as changes are applied (FAQ, Tips and Tricks, videos, etc).
Provide initial troubleshooting for user issues and escalate for resolution as needed.
Ensures documentation that is relevant to the service is developed and maintained in a meaningful and accessible manner. This includes system documentation, business operations procedures as it relates to SFDC and impacted systems, requirements and test scripts, knowledge articles, training material, etc.
What you need
University Degree required
4+ years’ experience required
Familiarity with Stryker technology platforms such as Salesforce.com, Oracle, SAP, PowerBI, etc. preferred
Salesforce Business Admin Certificate or equivalent experience preferred, can provide on the job training and certification support for the right candidate
Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
More information is available at stryker.com