Senior Analyst

Job Description

This position is responsible for providing a superior level of customer support to customers and clients; answering inquiries regarding technical product information to ensure a smooth and positive experience. As part of the Technical Information Services department, you will work with the global quality organization and regulatory teams to ensure that the information needed by our customers exists and will manage data needs as necessary to fill gaps. You will have responsibility for ensuring that all information requests are completed according to defined service levels.  The scope of the job is global, supporting one or more product lines, and serves all market segments.

Job Responsibilities

The responsibilities will be assigned based on seniority and include (but are not limited to) the following:

• Complete customer and internal technical information (documentation) requests according to defined response policies.
• Provide second-level support to internal and external customers related to the request processes and document content. Escalate to Subject Matter Experts where appropriate.
• Keep SOP’s concerning document completion up to date.
• Measure KPI’s, identify improvement needs and manage performance to the satisfaction of the business and customers. Strive for continuous improvement.
• Follow trends regarding customer demands and expectations and identify the need for the expansion of available documents and information as well as automation of templates.
• Manage the periodical review and update of standard documentation and customer documentation in coordination with customer owners.
• Manage new requirements and information demands that do not align with standard response policies by escalating to the internal stakeholders.
• Support document automation by providing requirements and perform testing in the system.

Job Requirements

• Bachelor’s degree required in science or related fields, or similar level through experience.
• Minimum of 2 years quality or regulatory experience.
• Hands-on mentality, service oriented, with good organizational skills, and with high attention to detail.
• Perform responsibilities with a positive attitude and an ability to work with a minimal level of guidance and supervision.
• Excellent oral and written communication skills.
• Comfortable using IT platforms like CRM or SAP.
• Ability to draw information from various sources and work with cross functional teams.