GBS Production Support IT Business Analyst

at  Boston Scientific Corporation

BASIC QUALIFICATIONS

• Minimum two (2) years of experience in technical support and troubleshooting in a contact/call center experience.
• Degree or equivalent in Computer Science, Business, or related field. Additional equivalent work experience may be substituted for the degree requirement.
• 80-89% English speaking and reading comprehension level.
• Solid background in IT support, incident management, and troubleshooting techniques.
• Good verbal communication skills with the ability to present technical details to a non-technical audience as well as produce clear and concise written documentation.
• Ability to solve problems collaboratively and build strong relationships.
• Team player, flexible, and committed to quality processes and outcomes.
• Strong organizational skills, and the ability to prioritize multiple concurrent tasks
• Process orientation with strong attention to detail
• Experience in working with ITSM (IT Service Management) tools such as ServiceNow, Remedy, or Jira for ticketing, workflow management, and reporting.

PREFERRED QUALIFICATIONS:

• Proficiency in RPA Support platforms such as Automation Anywhere Control Room, Alteryx
• Understanding of ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management, incident management, change management, and problem management.
• Relevant certifications in RPA platforms (e.g., Automation Anywhere Certified Advanced RPA Professional, UiPath Certified RPA Associate), ITIL Foundation certification, or other relevant certifications demonstrating expertise in RPA and IT service management practices.
• Analytical mindset with the ability to analyze data, performance metrics, and system logs to troubleshoot issues, identify trends, and propose solutions for process optimization.
• Familiarity with scripting languages and development tools for customizing RPA solutions, creating automation scripts, and implementing advanced BOT functionalities.
• Knowledge of APIs, web services, and integration techniques for connecting RPA systems with external applications, databases, and platforms.
  Requisition ID: 580961
  As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.
  So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

ABOUT THE ROLE:

Boston Scientific’s RPA Production Support Team will be part of the Global Business Services RPA/IA COE that allows us to optimize and automate processes to drive strategic value.
The Production Support Analyst provides first-level support to resolve problems with systems and applications or remote patient monitoring Automation Anywhere Control Room by managing the ticket requests from end-users and analyzing and taking appropriate actions together with reporting solutions which include Tableau, Power Apps, Power Automate, HANA, Alteryx, SQL. This position requires technical and functional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teams from different businesses and various countries in an organization with differences in language, culture, and time zones. Some degree of judgment required in resolving non-standard problems may be needed.
In addition to the responsibilities listed below, this position is responsible for answering the support line in a fast-paced, dynamic environment contact center environment performing initial troubleshooting on unattended virtual machines and remote patient monitoring the successful use of the production servers. This includes logging tickets in the incident tracking system with a technical expert, accurately documenting, acting as a release manager by managing the development of deliverables into production environments, and troubleshooting steps and activities performed after going live.

YOUR RESPONSIBILITIES INCLUDE:

• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Responsible for providing excellent service support to the GBS IA customers.
• Provide first-level support to resolve problems with Digital Solutions and applications by meeting the SLAs (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly).
• Follows procedures for incident escalation and notification to leadership.
• Supports and assists with troubleshooting efforts in conjunction with customers to identify moderately complex problems.
• Develops the knowledge repository for low to moderate-complexity technical support issues.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Provide after-hours on-call support for moderately complex issues.
• Create and maintain a schedule for running BOTs based on business requirements, operational needs, and workload patterns.
• Complete work assignments effectively, apply up-to-date knowledge, follow procedures, and collaborate with others. Use available resources, communicate progress regularly, and recommend improvement opportunities. Escalate issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.