Zimmer Biomet
Business Application Assoc Specialist
Zimmer Biomet, Warsaw, Indiana, United States, 46580
Zimmer Biomet is a global medical technology leader. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.
What You Can Expect
The Business Application Associate Specialist is responsible for managing support issues related to the Zimmer Biomet Surgery Management System (SMS) and the related systems and processes. This position is part of a four-member team that is the first line of support for users of the SMS system. Each team member coordinates all open issues and enhancement requests and follows through to completion. Each team member also coordinates with the SMS trainers, Project Managers, the Business Systems team and the external vendor in performing the support activities. Team members are versed in not only the system but the processes behind the system and the various user classes. Related systems include DCS, XA, FAST and the Sales Alignment Hub.
The Business Application Associate Specialist deals directly with the territory representatives, internal IT resources and external developers to drive issues to closure. Team members in this role are active participants in the Software Development Life Cycle, helping to coordinate system changes from design, development, testing, approval and deployment.
This goal of this team is to make SMS an effective solution for the entire Commercial organization, taking positive and constructive feedback of all types from various sources and working to continually improve the end user experience.
How You'll Create Impact
First line of support for all SMS-related support issues from all user classes, including territory users and internal (corporate) usersDetermine parties that need to be involved for each support ticket (project management, internal IT, business analysts, external developers) and perform the necessary coordination between these parties to drive issues to resolutionEvaluate open issues, paying close attention to aging requests, proactively follow-up with relevant parties and follow up with end usersProduce relevant metrics to help identify team productivity and identify pain points in the processIdentify continuous improvement opportunities; contribute to or advise any efforts to streamline/improve systems and processesServe as an advocate for the end users of the system, taking appropriate action for all feedback: break fixes, performance concerns, enhancement requests and even general feedbackRoutinely solicit feedback from all parties and incorporate feedback into continuous improvement processUtilize ticketing system to log, track and status issues and to transfer issues to development teams when appropriateThis is not an exhaustive list of duties or functions and might not nece s sarily comprise all of the e s sential functions for purposes of the Americans with Disabilities Act.
What Makes You Stand Out
Ability to work both independently and as part of a team to drive critical issues to resolution, depending on what the situation warrantsComfort in dealing with ambiguous situations where not all facts are known at the time an issue is reportedWillingness to work across organizational boundaries and on cross-functional teamsA strong customer focus with a commitment to exceeding expectationsAbility to make timely decisions, evaluate processes and make recommendations in relation to all business processes that are managed via above systemsAbility to respond to common inquiries from local staff, Distributor personnel and other internal stakeholders. Ability to effectively present information to management and to perform intermediate to advanced statistical analysisAbility to solve systematic problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule formStrong communication skills, both oral and writtenYour Background
Bachelor's degree preferred, but experience in lieu of education will be consideredAny experience working with information systems or support activities related to field inventory/order management applications preferredAny experience with the following Zimmer Biomet systems is preferred: SMS, FAST, XA, DCS, IW, GIWExperience or education in project management or project support is highly preferredCompetency in MS Office, especially Excel
Travel Expectations
Less than 5%
This role has a salary of $50,000 with additional compensation available with bonus opportunities
EOE/M/F/Vet/Disability
What You Can Expect
The Business Application Associate Specialist is responsible for managing support issues related to the Zimmer Biomet Surgery Management System (SMS) and the related systems and processes. This position is part of a four-member team that is the first line of support for users of the SMS system. Each team member coordinates all open issues and enhancement requests and follows through to completion. Each team member also coordinates with the SMS trainers, Project Managers, the Business Systems team and the external vendor in performing the support activities. Team members are versed in not only the system but the processes behind the system and the various user classes. Related systems include DCS, XA, FAST and the Sales Alignment Hub.
The Business Application Associate Specialist deals directly with the territory representatives, internal IT resources and external developers to drive issues to closure. Team members in this role are active participants in the Software Development Life Cycle, helping to coordinate system changes from design, development, testing, approval and deployment.
This goal of this team is to make SMS an effective solution for the entire Commercial organization, taking positive and constructive feedback of all types from various sources and working to continually improve the end user experience.
How You'll Create Impact
First line of support for all SMS-related support issues from all user classes, including territory users and internal (corporate) usersDetermine parties that need to be involved for each support ticket (project management, internal IT, business analysts, external developers) and perform the necessary coordination between these parties to drive issues to resolutionEvaluate open issues, paying close attention to aging requests, proactively follow-up with relevant parties and follow up with end usersProduce relevant metrics to help identify team productivity and identify pain points in the processIdentify continuous improvement opportunities; contribute to or advise any efforts to streamline/improve systems and processesServe as an advocate for the end users of the system, taking appropriate action for all feedback: break fixes, performance concerns, enhancement requests and even general feedbackRoutinely solicit feedback from all parties and incorporate feedback into continuous improvement processUtilize ticketing system to log, track and status issues and to transfer issues to development teams when appropriateThis is not an exhaustive list of duties or functions and might not nece s sarily comprise all of the e s sential functions for purposes of the Americans with Disabilities Act.
What Makes You Stand Out
Ability to work both independently and as part of a team to drive critical issues to resolution, depending on what the situation warrantsComfort in dealing with ambiguous situations where not all facts are known at the time an issue is reportedWillingness to work across organizational boundaries and on cross-functional teamsA strong customer focus with a commitment to exceeding expectationsAbility to make timely decisions, evaluate processes and make recommendations in relation to all business processes that are managed via above systemsAbility to respond to common inquiries from local staff, Distributor personnel and other internal stakeholders. Ability to effectively present information to management and to perform intermediate to advanced statistical analysisAbility to solve systematic problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule formStrong communication skills, both oral and writtenYour Background
Bachelor's degree preferred, but experience in lieu of education will be consideredAny experience working with information systems or support activities related to field inventory/order management applications preferredAny experience with the following Zimmer Biomet systems is preferred: SMS, FAST, XA, DCS, IW, GIWExperience or education in project management or project support is highly preferredCompetency in MS Office, especially Excel
Travel Expectations
Less than 5%
This role has a salary of $50,000 with additional compensation available with bonus opportunities
EOE/M/F/Vet/Disability