Senior Analyst, Systems Process Improvement

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Senior Analyst, Systems, Process Improvement and Training, is a leader of organizational effectiveness and organizational change based on expertise in operations, systems (GBS/SAP, Interfaces, testing/releases/upgrade activities), Training and Process Improvement. The SR Analyst, Systems, Process Improvement and Training regularly reviews and evaluates opportunities to improve Distribution/Inventory Control functions & processes. The SR Analyst, Systems, Process Improvement and Training will work with the Director to prioritize projects, outline training, and drive excellence across the organization. This position will also manage relationships with key business stakeholders & partners for systems support and ensure expert understand of the end-to-end functionality.

Duties & Responsibilities

• Oversees business performance of the Order to Cash cycle from order release through shipment delivery.
• Escalates when issues impact company revenue or customer orders to appropriate IS/GBS Live Site and Business Leaders.
• Drives to a resolution that minimizes customer impact.
• Identifies projects and process improvement initiatives around order processing, transmission to distribution centers, IDOC errors, and revenue recognition.
• Develops and drives positive enhancements that improve the customer experience from distribution to product delivery. 
• Manages 3PL & Internal partners (ILOL) in relationship to IT functions to include understanding all distribution processes, interface & system functionality, and implementation of process improvements.

Business Subject Matter Expert (SME): 

• Brings knowledge, innovation, and solutions into the organization through involvement with GBS Live Site, Global User groups, Core Users, as a Key User (required).
• Facilitates the communication and translation of business user requirements and solutions between the customer community (internal and external business partners) and IT (internal and external).
• Assists stakeholders to proactively diagnose issues across the system landscape, understand business needs, and implement solutions timely.
• Acts as center of competence for end-to-end understanding of commercial processes & systems.
• Independently supports deployment projects, upgrades, process improvements are required within the applicable areas: Scope can include stand-alone systems, Core GBS/SAP, and interfaced systems within the eco-system landscape.

System Knowledge & Management, Training & Compliance:

• Responsible for all interfaces/middleware from BIAH to 3PL. Monitor for errors, identify trends, and communicated resolution to key stakeholders.
• GBS Key User (required) to train local and cross-functional team on GBS Access modules. 
• Leads Distribution/Logistics/Inventory Control training program to drive outstanding customer experience and operational efficiency.
• Leads cross-functional collaboration with Leadership, Trainers, Customer Care Business Specialist, GBS Live Site, Systems Specialist, and Commercial Quality.
• Responsible for the coordination & execution of all GBS testing, Release/Upgrade activities, and User Training.
• Leads the Help Desk ticket resolution process, effectively monitors to resolution, and implements changes required to mitigate risk.
• Resolves escalated customer issues with internal resources.

Requirements

• Bachelor’s Degree required; Master’s Degree a plus.
• Minimum eight (8) years’ experience in management, supply chain, customer service with knowledge of ERP systems, Lean or Six Sigma.
• Well-versed in all cross-functional elements of Supply Chain, Inventory Management, Material Master requirements, Customer Service, Operations, Reporting, Training, and Technology.
• Proficient with process improvement, project management, or consulting experience.
• Must have excellent analytical and problem-solving skills, Critical thinking, strong presentation skills, and strong interpersonal and communication skills.
• Strong Customer Service/focus skills.