Senior Business System Analyst - Salesforce and ServiceMax (Hybrid) - Ontario, Waterdown 2 Medicorum Place

Work Flexibility: Hybrid

The Senior Field Service Business System Analyst (BSA) will be the primary point of contact for the Field Service users that rely on our Salesforce.com platforms (SFDC) and ServiceMax (SVMX). This individual will work closely with service leaders, operations and commercial teams to deploy and support new processes and functionality on SFDC and SVMX primarily around Field Service. Beyond supporting the launch and roll out of new technologies, another critical component of the BSA will be the ongoing maintenance to ensure optimum performance and continued improvement over time.  The BSA will be responsible for day-to-day basic troubleshooting, user account maintenance, addressing user questions, collecting enhancement requests, identifying new training needs, system performance monitoring and supporting the business through the regular release cycle.

*This is a Hybrid role requiring Wednesdays and 1 other day per week onsite.*

Who We Want

Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

Hard-working winners. Confident, competitive and results-oriented professionals who create a track record of success.

What You Will Do

• Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation.
• Consistently meets service delivery expectations based on input from the business.
• Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance
• Develop trusted partnerships with IT and the business (Commercial, Service Operations, Customer Service, etc.
• Fully accountable for the daily management and further development of CRM for Field Service.
• Elicit and document clear, easy to understand requirements from appropriate stakeholders.   Search out un-articulated needs and define requirements that anticipates them; Ensure business value is understood and relevant to the overall growth of the company. 
• Analyses requirements and advises on scope and options for continuous operational improvement.  
• Proactively guide the business towards optimal solutions. Research available Stryker solutions; identify solutions that meet requested requirements.  Within the solution, identify opportunities for process optimization, process redesign or development of new processes.  
• Partners closely with Stryker IT resources to follow process and documentation requirements, release management framework, and IT compliance requirements to deliver solutions for the Field Service Operations team.
• Effectively communicates plans, updates, risks, project/enhancement progress, concerns and results across Commercial Operations and IT to influence outcomes and steer towards enterprise objectives.
• Coordinate and perform user acceptance testing efforts with initial technology deployment and future enhancement releases, as well as ongoing monthly regression testing. Ensures the test scripts are documented in clear and meaningful language, well organized for continuous maintenance for the life of the service and accessible by relevant support resources.  
• Drive data cleansing activities during deployment cycle by collaborating with local and national data owners; provide guidance on how to maintain post deployment.
• Coordinate preparedness and ensure implementation of business data loads across different functional teams.
• Training:
  • Helps develop and deliver training programs and/or communication for end users on deployment of new capabilities, ensuring strong change management and adoption protocols.
  • Responsible for helping to onboard new users and maintain users after the initial launch including applying different user accessibility/visibility within the system.
  • Collect feedback for training improvements.
  • Maintain/update training documentation as changes are applied (FAQ, Tips and Tricks, videos, etc.)
• Provide initial troubleshooting for user issues and escalate for resolution as needed.
• Build and foster greater CRM adoption and improve internal customer experience on an ongoing basis.
• Collect and help to prioritize enhancement requests; coordinate appropriate communication with the business users to help keep them informed.
• Work collaboratively across the organization to understand related applications, make recommendations, and define/document development requirements as needed.
• Build strong relationships with Europe and US business enablement team to engage in best practice exchange on SFDC and SVMX.

What You Need

• University Degree required in computer science, business or equivalent field required.
• 2+ years’ experience required.
• Familiarity with Stryker technology platforms such as ServiceMax, Salesforce.com, Field Service Lightening, Oracle, SAP, PowerBI, etc. preferred.
• Salesforce Business Admin Certificate or equivalent experience preferred, can provide on the job training and certification support for the right candidate.
• Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered.

Travel Percentage: None