Sr. Analyst, Technical Service/Contact Center

5 days ago

bangalore, India Baxter Full time

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

A Product Analyst will work closely with the Global Product Owner (PO)/business Product Manager/stakeholders/SMEs from different regions/countries to analyze and define how technology can enable business processes and drive KPI improvement.

PM Analysts are Techno-Functional resources that can gain understanding of the business process flows and translate that to technical solutions as aligned by architectural and engineering design.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Analyze existing business processes in place and assess fit/gap to already established solutions.

Define business requirements together with PO and business stakeholders.

Champion process governance with the goal to harmonize processes and the underlying system solution, globally.

Champion change – promote and drive the change and new ways of working.

Support PO with Inception/Backlog Grooming preparation and execution to understand the product vision and it's application in the overall business processes

Support Inception preparation and documentation for upcoming program increments

Prepare design artifacts: flow diagrams, use case documents, story maps, mockups to help visualize and describe the process

Investigation on questions that arise from the Backlog grooming sessions

Work closely with the Agile Team/BAs to understand how the Product Vision can be translated into working software

Support the solution design and technical architects; Define integration requirements with integration architects as well as teams supporting other systems (e.g. JDE)

Align requirements with architectural model - i.e. creating mockups/process flows of how layout/processes may get implemented in SF to fulfill the requested functionalities

Align with POs on scope questions and support story writing related to the scope or acceptance criteria at story level.

Support the development/test team in clarifying requirements/acceptance criteria

Review of stories to ensure they are remaining within the boundaries of the feature benefit hypothesis and Feature Acceptance Criteria - consult with PO on discrepancies

Augment Acceptance Criteria in each user story to ensure system specific items are included so that scripts are written to adequately test for working software to meet the business needs and product vision.

Support POs and Commercial Operations with iteration demos and Support POs with System/Feature level demos

Support the definition of end-to-end test scenario definition by working with POs and PMs

Support regional Commercial Operationswith UAT testing issue investigation and resolution

Provide support to regional/country teams deploying the new customer service solution in countries

Support Business PM/training team with technical aspects of training development

Support teams with release and deployment activities at cutover (Support sanity testing, issues etc.)

Support hypercare

Support triage Production Issues (ad hoc) - discuss prioritization with POs/POs - facilitate issue resolution with appropriate teams (Scrum or Sustain) once prioritized and assigned

Investigate production issues and align on fix with PO/Dev Team/Sustain team (PO if necessary)

Support with Technical Integration - mapping definition, testing issue resolution

Qualifications

Bachelor’s degree with > 3 years of experience in digital/technical product ownership

Commercial Technology Products experience or knowledgesuch as Customer Relationship Management, Marketing, Quoting/Contracting and Pricing.

Established Commercial Business Acumen

Technical aptitude; to convey and collaborate around the development of the desired functionality particularly with cloud applications; prior experience or ability to learn technical development architecture and configuration principles

Strong understanding and working experience with Agile approach and culture; Understanding the SAFe (Agile at scale) approach is a plus.

Ability to work with multiple geographies in a multicultural environment

Experience in working in regulated environments (i.e. privacy/compliance) preferred

Desired Characteristics :

Proven analytical and problem resolution skills

Solid digital/technical skills foundation

Customer centric and empathetic

Objective/outcome driven

Proactive responsible individual, able to set own action plans 

Excellent written and oral communications skills

Strong interpersonal and leadership skills 

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