Support Business Analyst - Salesforce BA - (Remote EST preference)

Work Flexibility: Remote

Who We Want

Data translators. Highly effective communicators who can transform data findings into recommendations to compose reports and executive level presentations.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

What You Will Do

Why Technical Support at Stryker?

At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

Vocera Communication and Vocera Care Experience solutions are installed in more than 1,300 organizations worldwide. Vocera is headquartered in San Jose, Calif., with offices in Tennessee, Indiana, Canada, India, United Arab Emirates, and the United Kingdom. For more information, visit www.vocera.com and @VoceraComm on Twitter.

As our Support Business Analyst, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly talented and intelligent people, creating industry-leading medical technology products. You will also have growth opportunities as we have a culture that supports your personal and professional development.

We are searching for a dynamic professional with Business Analyst expertise and hands-on experience with Salesforce.com utilized in the customer support field. You will be responsible for working with Global Support leaders, gathering and documenting their Salesforce workflow requirements and performing Salesforce development and configuration to achieve desired objectives. This role will review and analyze business processes, services and information needs with a view to implementing change management initiatives to improve the user experience and increase productivity. This role requires a competent technical understanding of Salesforce.com administrative and development capabilities, so that you are able to assess current strategic business needs, and advise on best approach with regards to Salesforce automation. This role will elicit, document, and analyze requirements around business challenges, and then produce data-driven solutions. This role will be responsible for helping design and implement end to end customer support process flows for internal workflow and external support engagement with Customers.

The ideal candidate will be comfortable working with cross-functional teams including Product Engineering, Professional Services, Customer Success and Information Technology to create process changes and improvements.

• Consult and liaise with Technical Support stakeholders to gather and confirm business requirements
• Analyze and consolidate information to develop solutions to ensure business requirements are achieved
• Provide expert Salesforce guidance/ support to key stakeholders in managing system and process changes
• Produce functional, technical and system design documentation and reporting as needed
• Create test scenarios for applications and enhancements, ensuring functional requirements are met
• Facilitate testing of new Salesforce functionality post release
• Develop Salesforce reports and dashboards to support the visibility of key Support KPI's and metrics.
• Represent Customer Support and interface effectively with cross-functional teams and customers.
• Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact

What You Will Need

• Minimum of 4 years of Salesforce administrative/developer role required
• Minimum of 4 years of experience in a business/systems analyst role required
• Bachelor's Degree, preferably in a technical discipline required
• Salesforce Administrator certification required, Developer preferred.
• Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce).
• Solid understanding of global Support model to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more.
• Experience in use or working in a Software Technology and/or SAAS company like Salesforce.com, ServiceNow, Twillio, Netsuite, Workday, etc.
• Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio, Lucid Chart, Google Drawings.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Six Sigma Green or Black Belt Certification preferred

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.