Valeant Pharmaceuticals

  • Sr. Systems Analyst - Programmer

    Job Location US-NY-Rochester
    Job ID
    10419
    Pos. Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    Project lead and management for CRC (Customer Service) driven initiatives to ensure key systems and processes are in place and functioning while providing recommendations and expertise that drives excellent customer experiences

    -Drive strategic plans for implementing information technologies

    -Apply programming and technical skills to implement strategic priorities

    Responsibilities

    Lead Customer Service projects including:

    • Define the scope of given projects
    • Develop project plans
    • Define project tasks and manage resource requirements
    • Provide expertise and support as needed

     

    Partner with IT colleagues in managing IT driven projects through definition, development, testing, training, documentation, and support as needed

    • Define requirements for new ERP system
    • Lead cutover and post go-live support of ERP implementation

     

    Manage automation projects

    • Provide automation solutions including scripts, scanning and eFile technologies for Customer Service and Field Sales force
    • Work directly with customers to identify automation opportunities, provide solutions and implement the agreed to solutions
    • Analyze and load customer license data via files from a 3rd party vendor to code the customer master with current license information

     

    Provide management with data and insight from key Customer Service systems including ERP, salesforce.com, telephone systems

     

    Deliver superior customer service support of new product, program and policy launches and product discontinuations in the US and Canada

     

    Customer Service management and representatives partner with:

    -Information Technology

    -Finance / Credit

    -Sales Administration

    -Sales

    -Marketing

    -External vendors

    Qualifications

     

     

    • Bachelor’s Degree required
    • 3+ years of experience
      • Advanced Excel skills
      • Proven programming experience- (Excel macros, Windows scripts, etc.)
      • Operational knowledge of call center policies and procedures.
      • Strong technical aptitude for computer software including Microsoft Office Suite, order entry systems CRM systems, telephone systems and reporting tools
      • Proven experience leading projects and teams: ensuring commitments are met by all team members
    • Critical thinking and problem solving skills
    • Able to work well independently with good prioritization and organization skills.
    • Demonstrated proficient written and verbal communication skills.
    • Able to work and communicate with people at all job levels.
    • Experience with SAP ERP a plus

     

     

     

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