About CooperSurgical
CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.
CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com .
CRM Business Process Analyst CooperSurgical Inc. Livingston, NJ Scope: We are looking for a CRM Business Process Analyst and User Support Specialist to assist in the discovery, design and implementation of new functionality and ongoing commercial operations. The successful candidate will have the opportunity to work from home, based in the US, primarily supporting users of the North American D365 CRM. Occasional travel will be required to support the North American Sales, Customer Service and Field Service business units in using the system and to attend workshops for business requirement discovery.
Qualifications
Knowledge, Skills and Abilities:
To successfully perform the above tasks, the BPA will require the following skills:
- Demonstrated technical ability to learn new systems and applications quickly . A curious mind and willingness to pursue independent research. Excellent written and verbal communication skills in English.
- Ability to participate in and document requirements gathering meetings , ask questions that draw out new ideas, and gain feedback and input from all participants. Should have the ability to accurately document the outcome of meetings in a concise and timely manner.
- Some experience in a Business Process Analysis role dealing with small projects or similar activities.
- Thorough knowledge of database fundamentals, including relational table structures, and knowledge of web technologies such as authentication, APIs, etc.
- Experience working with cloud-based CRM and Web platforms such as Salesforce, Veeva, Microsoft Dynamics or other CRM Systems.
- Experience in IVF or Medical Device Sales, Marketing, Customer Service, and Field Service is desirable.
- Ability to use collaborative tools like Azure Dev-Ops, Jira, Confluence, Lucid, and Microsoft Office apps to document changes, create business presentations, flowcharts etc. Able to understand business processes and document these processes in BPMN 2.0 using Lucid Charts, Visio or other flow-chart tools.
- Expert knowledge of Excel to manipulate data for import and reporting purposes. Able to use VLOOKUP, Pivot tables, Graphing functions and other advanced excel tools.
- Power BI Reporting knowledge and hands-on experience using dashboards, reports, and data imports and exports for business use. The ability to investigate the root causes of issues by analyzing data, patterns, and trends.
Work Environment:
- Ability to work from home without frequent interruption.
- Prolonged sitting in front of a computer and participation in Web-based meetings
Experience:
- Bachelor's degree in relevant field- project management, business analysis, management, programming, technology, or technical design, and/or 1+ years of equivalent work experience in business process analysis, product development, project management,
- Good understanding of user experience, design and business processes.
- Evidence of participation in cross-functional teams and ability to work collaboratively with others.
Education:
Excellent English and communication skills, both written and verbal
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $70,000-$80,000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.
Job Summary:
CooperSurgical International (CSI) is a Medical Device Company with leadership positions in Women’s Healthcare, Fertility & Genomics headquartered in Trumbull. CSI is part of CooperCompanies Inc (Nasdaq: COO), a fast-growing S&P500 Medical Device Company. The Headquarters of CSI is in Trumbull (CT).
This Role will involve supporting users across North America to help resolve technical issues in the CRM and provide L1 troubleshooting on tickets so the ability to work flexible hours is desirable.
As Business Process Analyst you will be the pivotal point of contact and bridge between the business (Donor Recruitment, Sales, Marketing, Customer Service, etc.) and the technical development and maintenance team. The BPA should represent and advocate on behalf of the business to the technical team and should accurately convey the technical needs or obstacles to the business on behalf of the technical team, so they should be well-versed in both the language of the business and of the technical team.
The BPA is expected to conduct discovery workshops, 1:1 conversations with stakeholders and review of existing documentation to discover the procedures and needs of the business. They should provide clear documentation on all aspects of the project, from the project brief to initiate and define the scope, through the analysis, requirements, design, development, testing and delivery phases of the project. The BPA is expected to work as a project manager on smaller projects and to work closely with designated project managers on larger projects.
You will discover and document business requirements to prepare for future upgrades and enhancements to the system. Beyond making incremental improvements, you are also expected to research new technologies and propose changes to business processes that can improve data quality, increase sales and cut time and costs.
Essential Functions & Accountabilities: The Business Process Analyst will be required to perform the following tasks:
This Entry-level Business Process Analyst is a learning role. You are expected to learn from senior BPA’s and handle individually assigned tasks:
New Development
- Manage tasks as part of larger projects , gathering requirements, data and acceptance criteria from the business to document and work with the development teams to ensure completion.
- Meet with business stakeholders to investigate and accurately document the requirements and business needs for tasks to produce concise requirements to convey to the development teams.
- Serve as a point of communication for the business to channel their requests for enhancements and changes to the business team.
- Accurately convey the business requirements to the technical implementation team and be the primary point of contact for resolving issues and clarifying requirements
- Review test scripts, perform initial testing of systems to confirm correct implementation of the requirements.
- Report and document issues related to the implementation, triage any reported issues , handle whatever can be addressed through training or leveraging existing system functionality etc., or escalate issues to the appropriate team member for resolution.
Support
- Serve as level-1 support to follow up with end users to ensure that they understand how to use the system or verify that there is a valid concern that needs to be addressed. Document the details of the issue and enter a ticket with the details of the requirement.
- Support Field Service, Sales, and Customer Service users for both Medical Device and Fertility business with ongoing 1:1 or small group support for users who need assistance in using the systems.
- Initiate focus group sessions to solicit feedback and information for continuous improvement and optimization of the systems and processes.
- Ensure that procedures are documented in SOPs and Work Instructions and collaborate with training leads to implement training programs for end users as needed.
- Monitor user adoption and reach out where we see issues to provide assistance
- Optimize user views and filters to help with their data access
- Manage the setup of new users and territory assignments to ensure they are loaded quickly into both the roster tool and the CRM; verify territory is showing both in summary and details after they are loaded
- Review the Leads assigned to the global routing team and assign them to the correct person for follow-up
- Manage ServiceNow tickets (close tickets with CR's created by BA team)
- Provide support for issues with Xifin LIS and LabVantage
- Resolve data issues in Fertility (patient) CRM and assist in the set up new clinics
- Travel Requirements: 5% = ~2 trips per year
