Customer Relationship Management - Business Analyst in Newbury at Stryker Corporation

Date Posted: 11/27/2019

Job Snapshot

Job Description

The Job's Mission 
Stryker Europe have deployed the Nexus salesforce.com platform to Sales & Marketing in 2019.  Nexus will continue to develop as a tool and new functionalities and enhancements will be added.

Under the leadership of the Lead Analyst and the CRM Director, this role will support the day-to-day health & running of the platform.

The role will involve managing user queries, maintaining training documents, delivering and supporting training of new functionalities in the tool, amongst other things.  This will not be a purely back office, desk-based role; the successful candidate will need to possess the requisite technical, personal and language skills to interact with Internal EU Business Customers across different roles, levels of seniority and geographies.


Key Activities & Accountabilities

  • Support and drive activities to ensure the Day-to-Day health of the system
    • Respond to queries, requests and issues from end-users
    • Set-up new users; manage hierarchies, access and rights
    • Dashboard and Report maintenance/creation
  • Support CRM Director (CRM-D) and Lead-Analyst (LA)  to drive adoption of salesforce.com across EU.
  • Support adoption initiatives with the business end-users – reporting, analysis, actions etc.
  • Support deployment of new functionality, including creation of and updating of training materials, regression test scripts etc.
  • Training
    • Maintain training documents as directed/requested (multiple languages)
    • Deliver training as needed to support ITC’s and Super-User Group
    • Train on new functionality across Super-User Group as needed
  • Support / monitor Monthly Regression testing to ensure health of the system is maintained as new deployments are released
    • Mobile and Desktop
  • Collaborate with IS around appropriate creation and management of tickets, including managing user acceptance testing and deployment of solutions, communication of issues, fixes and deployments of same to users.
  • Manage updates around data tables, currencies, templates, drop-downs and other system parameters to adapt to changing business needs
  • Support CRM Director (CRM-D) and Lead-Analyst (LA) to collate and define enhancements strategy – prioritisation, devt., testing and deployment
  • Support CRM Director (CRM-D) and Lead-Analyst (LA) in development of strategic roadmap for Nexus, prioritisation of enhancement requests from the business
  • Support CRM Director (CRM-D) and Lead-Analyst (LA) around consumption of data & analytics out of Nexus to compliantly deliver the resulting insights to users in appropriate dashboards and reports
  • To support the project with delivery of training modules to new starters as required and training new modules to current users via Skype or face to face
  • To support the maintenance of up to date training collateral and relevant translations.

Job requirements 

  • Strong background in CRM & BI solutions preferred
  • Good knowledge of IT tools for data analysis (e.g. Excel, Cognos)
  • Willingness and ability to travel as needed (though infrequently)


Competencies 

  • Very good knowledge of English (both written and oral)
  • Other European languages an advantage
  • Good communication skills (Written and oral)
  • Fast learner
  • Service oriented
  • Good knowledge & admin experience of CRM and other BI platforms
  • Analytical, problem solver
  • Ability to work under pressure
  • Details and quality oriented
  • Responsibility, accountability and integrity
  • Flexibility and positive attitude

Work From Home: Occasional

Travel Percentage: 10%

Join our talent network

Joining our talent network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected to you.

Join Our Team