Intuitive Surgical Careers

Senior Customer Service Business Analyst

US-CA-Sunnyvale, California
IT/Information Systems

Job Description

Job: IT/Information Systems
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 181755


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:

Person will be responsible for providing operations and system support to the Customer Service Department. This includes identifying, testing, developing, and implementing new business system solutions. Working with process owners and/or end users to identify continuous improvement opportunities and develop solutions to support process effectiveness and efficiencies. Individual will also be accountable for managing projects throughout their respective lifecycles.

Roles and Responsibilities:

This position has responsibility and authority for:

• Provide operational support to the Customer Service Department end users for related business systems and applications
• Support updates to system tables, configuration, and/or master data
• Elicit/Analyze/Prioritize business processes needs/requests and recommend solutions using system standards and best practices
• Lead and facilitate user requirements, projects prioritization, and validation activities to meet business objectives
• Manage the analysis, blueprinting, configuration, modification and implementation of business system enhancements based on department requirements
• Partner with IT department and other cross-functional teams to define “as is” state and future business requirements for any new business system, enhancement, or process
• Develop functional specifications, user requirements, and test plans
• Create test scripts and support business system testing on new processes
• Verify solution met business requirements
• Document and maintain standard operating procedures and associated reference documentations for key processes
• Create training materials and train users on newly modified or updated business system or processes
• Lead Customer Service Department in cross functional projects
• Provide ECO support in ISI’s Product Lifecycle Management system (Agile)
• Develop complex reports for data analysis and trending


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 have:

• Bachelor’s degree required from an accredited institution
• 8+ years relevant work experience in Customer Support environment preferred
• Supporting users in a medical device company preferred
• Strong problem solving, critical thinking, and analytical skills is required
• Ability to work independently in a dynamic environment with minimal supervision
• Effective project management and facilitation skills required
• Knowledge of product management concepts and how enterprise software products are developed
• Understanding of product or software development life cycle and change management process
• Excellent communication skills with ability to speak within all levels of the organization
• Attention to detail and capability to support multiple projects concurrently required
• Strong understanding of CRM systems (SAP, NetSuite, Sales Force, etc.)
• Strong understanding of ERP business systems (SAP, Oracle, etc.)
• Basic knowledge of SharePoint and SAP Business Objects preferred
• Solid understanding of the inter-dependencies between different business systems and processes preferred
• General knowledge and understanding of Sales, Finance, Manufacturing, Quality, and Regulatory business process
• Advanced Microsoft Office experience preferred
• Excellent organizational skills and proficient with attention to detail
• Ability to travel 10% including weekends and evenings

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.