Customer Care Service Management Analyst: A Role in Innovation

2 weeks ago


Pune, Maharashtra, India Smith+Nephew Full time

At Smith+Nephew, we're committed to taking the limits off living through our technology.

This exciting opportunity as a Customer Care Service Management Analyst will enable you to contribute to this mission by delivering Salesforce and Service Management support across our Global Customer Care Team.

Bullet Points of Responsibilities:

  • Business Analysis - You'll be responsible for capturing user requirements, managing stakeholders, and conducting thorough testing for deployment on Contact Centre platforms like Salesforce and Amazon Connect.
  • Knowledge Management - Create relevant Knowledge material and engage actively in the Knowledge Community to foster knowledge sharing and management within Customer Care.
  • Continuous Improvement / Problem Management - Research issues impacting customer experience and process inefficiencies, identify root causes, and recommend solutions to relevant teams.
  • Service Management Operations - Support the Case Management lifecycle process, ensure consistent processes across the organization, and make recommendations for service improvement.
  • Contact Centre Reporting - Develop and maintain reports based on business requirements and provide ad-hoc data needs and reporting requests/analysis.
  • Salesforce Super User Community - Coordinate tasks and projects among Super Users, facilitate communication across locations (US, UKINOR, EMEA), and develop initiatives to support the global user community.

Requirements for Success:

  • Education: Bachelor's Degree in Information Technology, Computer Science, or Computer Engineering, or equivalent experience in Customer Service.
  • Experience: Minimum 3+ years in a Service Management role, supporting global functions.
  • Bullet points of Requirements:
    • Business Process definition, re-engineering, and improvement. KCS Knowledge process
    • ITIL Service Management. Service Management toolsets and portals.
    • Supporting critical business units. Stakeholder management. Strong organisational skills
    • Ability to interpret complex business environments, issues and requirements.
    • Ability to distil those businesses needs into clear system requirements. Customer-centric attitude.
    • Understanding of Service Improvement lifecycle.
    • Superb communication, collaboration, and relationship building and collaborator engagement skills.

Work Environment:

We offer hybrid work models with flexible personal/vacation time off, privilege leave, flotter leave, parents/parents in law's insurance, employee assistance program, parental leave, free cab transport facility, one-time meal provided, night shift allowances, and more. We believe in inclusion, diversity, and equity, fostering an environment where everyone can thrive.

The estimated salary for this position is approximately ₹12,50,000 per annum, considering the location and job requirements. If you're passionate about innovation and growth, and have a strong background in IT and customer service, we encourage you to apply for this exciting role.



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