Colleague Enablement

Join us at Zoetis India Capability Center (ZICC) in Hyderabad, where innovation meets excellence. As part of the world's leading animal healthcare company, ZICC is at the forefront of driving transformative advancements and applying technology to solve the most complex problems. Our mission is to ensure sustainable growth and maintain a competitive edge for Zoetis globally by leveraging the exceptional talent in India.

At ZICC, you'll be part of a dynamic team that partners with colleagues worldwide, embodying the true spirit of One Zoetis. Together, we ensure seamless integration and collaboration, fostering an environment where your contributions can make a real impact. Be a part of our journey to pioneer innovation and drive the future of animal healthcare.

The Five9 Business Analyst will be responsible for collaborating with the business to assist with building business cases for customer engagement capabilities.  This will be achieved through the expansion or introduction of new Five9 functionalities to increase customer engagement.  This role should become the trusted advisor to key stakeholders for continued growth and expansion of the Zoetis Five9 technology roadmap. The Five9 Business Analyst will partner with the key business stakeholders in US and International markets for development and ongoing review of potential use cases, while ensuring it will meet global priorities, corporate objectives and fulfillment of end user requirements. This role will also partner with technical teams to perform solution design and implementation of enhancements, ensuring successful cross team coordination and harmonization across the globe.  

POSITION RESPONSIBILITIES
. Percent of Time
Collaborate with US and International stakeholders in a regular cadence to review, refine, clarify, and prioritize user stories based on agreed prioritization framework using Agile tools such as JIRA, Asana, and Confluence 30%
Generate appropriate documentation and deliverables to support successful delivery of projects 20%
Collaborate with cross-functional and technical teams to design solutions and meet business requirements 15%
Establish and maintain business relationships with key internal customers including Sales, Service, Enabling Function, and Sustainability teams, as well as peers 15%
Leverage industry best practice by engaging and managing corporate relationships with select strategic external partners/subject matter experts to develop, upgrade, or enhance system/processes 20%

ORGANIZATIONAL RELATIONSHIPS

Commercial cross-functional team that includes but not limited to Functional SMEs, Developers, Product Owners, Zoetis Business, Managed Service Providers, Project Managers.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Computer Science or a related field

• 4+ years of Five9 Call Center experience

• Background in life science / animal health is a plus

• Experience working with cross functional teams and the ability to work in a matrix organization, driving collaboration across the globe / functions / regions

TECHNICAL SKILLS REQUIREMENTS

Basic Qualifications:

• Working experience in Agile technologies such as JIRA and Confluence

• Proficiency in gathering business requirements and facilitating meetings with different stakeholders across business and technical teams

• Communication and interpersonal skills to interact with various stakeholders and convey information clearly and effectively

• Critical thinking to identify and resolve issues, devise creative solutions, and make informed decision

• Demonstrated in-depth knowledge of Five9 Call Center applications

• Strong working experience on Agile methodology and DevOps framework

• Strong problem-solving skills with the ability to work cross-functionally in a fast-paced and rapidly changing work environment either on a team or as an individual contributor

• Clear understanding of SDLC best practices including iterative and incremental development and support compliance requirements

• Strong organizational skills to manage fluctuating workload, multiple priorities and competing time demands

• Ability to align and influence multiple stakeholders for delivery of competing priorities

• Possess attributes, such as, strong work ethic, action oriented, logical thinking and conflict management

• Proven customer focus with a high tolerance for ambiguity, as well as flexibility and adaptability

PHYSICAL POSITION REQUIREMENTS
Note the physical conditions in which work will be performed, if applicable to the position.  Examples: Lifting, sitting, standing, walking, ability to travel, drive, unusual attendance requirements, weekend work or travel requirements, etc.

Working Hours: 100 Am – 9: 00 pm India Time