Lead Analyst Global System Management

Lead Analyst Global System Management

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

SR MGR GLOBAL SYSTEM MGMT

Locatie:

Asia Pacific, Philippines, National Capital, Paranaque

Werklocatie:

Hybride

Wat je gaat doen

The Global Systems Management team within Kenvue supports the systems dedicated to the Global Consumer Care (GCC) operations along with those systems upon which Consumer Care operations relies or connects. These business-critical systems are supported and enhanced by following the global system and process governance and enable exceptional consumer and agent experiences while ensuring robust commitment to data quality and compliance with our regulatory partners. The team is comprised of Analysts that work closely with the system users and partners to implement and lead all aspects of systems life cycle.

This position reports into Sr Manager Global System Management and is based at Paranaque, Philippines.

The Lead Analyst will lead and execute key system management activities across GCC systems including system requests management from initial assessment to final resolution, user access management, reports development/support, new system releases and global/regional projects support, Systems Management processes design/maintenance and Systems Governance Framework process support. This role will act as a subject matter expert for the GCC systems. The role will ensure the compliant delivery of all system management activities across all validated GCC computer systems. The goals of this position are to ensure GCC systems related work is delivered accurately and precisely as per health authority regulations, Kenvue principles and GCC’s goals & objectives.

Key Responsibilities

• Lead system new capabilities and enhancements projects including managing requirements, prioritization, stakeholder expectations and timelines, project resources, change management and implementation.

• Lead inter-departmental collaboration associated with system change management projects, ensuring that all stakeholder requirements are considered in the development of robust change management plans.

• Monitor industry trends and act as a change agent recommending technology enhancements for applications within the GCC.

• Support the GCC Systems Governance Framework process by performing assessments of reported incidents and requests, identifying the root cause, proposing solutions, and managing the implementation of these solutions working with Regional, Local and Global Business and IT System Administrators and Development team.

• Ensure the usability and integrity of GCC systems by reviewing change management requests for accuracy, completeness, and applicability to business rules.

• Maintain good documentation practices in the management of system configuration changes, and ensure strict adherence to all procedures, and guides in the creation and maintenance of system configurations.

• Partner with Stakeholder(s) to conduct comprehensive assessment of requests to ensure a clear understanding of requirement. The assessment includes validating the need for requested changes, impacts to system functionality and business procedures, impacts to downstream partner systems, solutions to address identified impacts, testing of all system changes prior to implementing into production systems.

• Author system procedures and work instructions.

• Support internal/external audits related to system support procedures.

• Manage/oversee user access to GCC systems, ensuring compliance to internal user access procedures and regulatory requirements for user access.

• Support training and development of training materials.

• Support as system and process Subject Matter Experts projects related to: GCC operations and integrations with Quality, Safety, CRM, Web and Social Media systems.

• Execute validation testing for system releases.

• Data reporting development/support.

• Work collaboratively with Content Management Analysts to ensure end to end alignment within system and across system maintenance activities.

• Complete all required training within due dates.

• Adhere to policies and procedures applicable to role.

• Exercise the highest level of integrity in all performed tasks.

• Proactively identify, report, and seek corrections for deviations noted in the workplace.

• Embrace a behavior of employee involvement and commitment to doing the job right the first time.

What We Are Looking For

Required Qualifications

• BA/BS in business or technology required.

• Minimum 2 years’ experience call centers/customer service environments. Direct experience in healthcare industry call centers a plus.

• Amenable to work a night shift

• Experience with salesforce applications preferred.

• Understanding of data management systems.

• Strong customer service orientation, creative and positive problem solver.

• Strong analytical skills, able to pinpoint problems in data records based on analysis.

• Strong leadership skills, able to direct individuals in the context of project related activities.

• Excellent written and verbal communication skills.

• Written and verbal knowledge of English.

• Demonstrated critical thinking skills.

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