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Business Solution Lead
4 months ago
Job Title Business Solution Lead
Location - San Diego, CA
Duration 6+ Months Contract
Total Hours/week - 40.00
1st Shift
Work days/hours: 8am - 5pm local time
*****locals only - will be going back to the office soon*****
Job Description
The Business Solution Lead drives end-to-end business process and technology solution design to achieve key goals and initiatives related to Medication Management Solutions (MMS) Global Customer Service (GCS) department. The Global Customer Service department encompasses processes and technology used within the Technical Support Center, Infusion Repair Depot, Field Service, Data Operations, Service Contracts, Reporting, and Quality/Regulatory compliance teams. This role utilizes senior technical leadership experience to analyze, understand, and identify opportunities to deliver best-in-class business systems, custom tools, and solutions. The role works closely with senior leaders, stakeholders, and internal end users to analyze, design, deliver, and continuously improve integrated processes and system solutions globally.
Core technologies include SAP (ECC/CRM, S/4 HANA), Salesforce (Service Cloud, Field Service Lightning, Community Cloud) ServiceMax, Genesys, and ASTA (custom tool).
Primary Responsibilities
Accountable for high level solution design.
Ensure impacts of design decisions are broadly understood and supported.
Authors and analyzes business requirements, translates requirements to detailed/technical level requirements, identifies gaps in requirements and addresses those gaps.
Identifies system integration points that impact projects LOE/team resources.
Creates/maintains technical project artifacts including business process flow charts, as-is/to-be architecture diagrams, user requirements specifications, data migration plans, testing strategy, solution confirmations, and job aids.
Leads option analysis and pros/cons discussions to drive critical decision making.
Proactively identify, communicate, manage technical project risks, and mitigation plans.
Keep up to date with technology and industry trends and communicates impact to the technology roadmap
General / Soft Skills
Expert verbal and written, professional communication skills.
Expert presentation skills tailored for audience.
Experienced and comfortable demoing technology highlighting business value/benefits.
Excellent listener, seeks deeper understanding of stakeholder perspective, asks great questions.
Superior analytical and problem-solving skills
Early adopter of technology, with ability to learn and adapt efficiently and effectively.
Continuous improvement mindset to identify future opportunities based on business needs.
Effectively navigates matrixed structure to meet deliverables and build relationships.
Optimize day-to-day operations for technology, documentation, and process.
Leader and strong team player, passionate about sharing knowledge and mentoring team members.
Product Manager/Technical Product Owner Demand Intake Support
Partner with Product Manager/Technical Product Owner to lead deep dive requirements gathering workshops within the service work stream, provide solution confirmations, and facilitate stakeholder alignment on solution rationale.
Partner with Product Managers/Technical Product Owners across business units to align solutions to priorities.
Partner with Product Managers to develop business cases and drive IT governance process.
Partner with Product Managers/Technical Product Owners to shape and drive long term technology roadmap strategy considering business and industry trends.
Team Support
Partner with User Experience and User Interaction Designer as needed for usability studies and ensure optimal customer and associate experience. Essential when designing customer-facing self-service customer portal technology.
Mentor team members on stakeholder communication, project management methodologies (Agile vs. Waterfall), and the software development lifecycle.
Provide real time feedback to team members to drive continuous improvement and growth.
Answer questions from developers and clarify requirements.
After project go-live mentor and transition support to broader team as needed.
Flex capacity as needed:
Backup to technical product manager/technical product owner when TPM/TPO is unavailable.
Backup for business analyst as needed, user acceptance test script authoring and execution.
Enterprise Systems Operations Support
Tier II support to investigate complex production issues to determine next steps to resolve.
Proactively identify technology infrastructure needs to ensure system stability.
Reviews and publishes knowledge articles.
Preferred Qualifications/Experience:
Bachelors degree required. B.S. in Computer Science, engineering or other technical field (or equivalent work experience).
4+ years experience in Salesforce.com (Service, Field Service, Communities, Sales) and/or SAP (ECC/CRM, S/4 Hana) preferred
4+ years translating stakeholders requests into enterprise technical requirements preferred.
Strong experience business process mapping new and existing functionality
Experience working with both Agile and traditional waterfall project management teams
Expert with MS Office Suite including Excel, PPT, and Visio
Experience working in a service organization
Experience with remediation/recall management processes.
Medical device or Industrial equipment service and support
Experience leading team discussions in agile-scrum environments
Change management experience, particularly implementing new enterprise technology
