Intuitive Surgical Careers

Customer Service Data Steward 2

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 180638


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority. 

Primary Function of Position:

The Customer Service Data Steward is responsible for overseeing the quality and integrity of customer service data loaded into our internal business systems. Support for identification, analysis, maintenance, and resolution of data discrepancies regarding system, customer account, and contact data. This person will facilitate best practice in business processes as a subject matter expert on existing master data and the impact on reporting. Support organizational consistency and enforcement of data requirements for data integration between business systems. This includes supporting new system enhancements, testing, and implementing new business system solutions.

Roles and Responsibilities:

This position has responsibility and authority for:

• Execution of data governance policies, standards, operating procedures, solutions, and metrics capturing of the information within the business system
• Regular review and maintenance of customer data for alignment to existing data standards
• Identify, analyze, and resolve data inconsistencies and quality issues with business users and data owners
• Maintains the data integrity by removing duplicates and correcting erroneous entries (primary focus of this task to be supported with Data Steward 1 role as resources become available)
• Utilize strong analytical, technical, and communication skills to understand, track and resolve issues with internal and external stakeholders
• Lead data cleansing activities, implementation of business process changes or enhancements
• Provide inputs for making decisions and providing direction in how customer and performance data is defined, identified, measured, and remediated, as part of an effective governance program
• Support defining data standards and deploying governance process for the creation of such data across departments
• Partner with IT and other cross-functional departments to develop system tools and processes to develop future master data requirements for any new system enhancement or process
• Maintain system tables, configuration, and/or master data
• Report systems metrics to monitor overall data quality and program effectiveness
• Establish documentation and training for proper data creation and maintenance
• Develop reporting infrastructure, ad-hoc data extraction, and/or analysis request

Skill/Job Requirements:
Competency Requirements: (Competency is based on: education, training, skills and experience.)  

In order to adequately perform the responsibilities of this position the individual must:
• Bachelor's degree required in business, engineering, or other relevant technical background
• 5+ years related work experience required
• Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases
• Ability to handle multiple concurrent projects while working independently and in team

Preferred Qualifications:

• Strong problem solving skills and business process oriented
• Strong quantitative and analytical skills
• Anticipate and resolve issues proactively
• Manage a complex workload that includes multiple tasks and conflicting priorities
• Experience with analyzing and resolving data issues, trends, or exceptions including data conformity, data governance, or data sensitivity
• Capable of effectively documenting and describing complexity for non-technical personnel
• Proficient knowledge of CRM (i.e., SAP, Salesforce, etc.) and SAP ERP systems

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.