Senior CRM and Web Business Process Analyst

About CooperSurgical

 

CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.

 

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com.

Job Summary:

CooperSurgical International (CSI) is a Medical Device Company with leadership positions in Women’s Healthcare, Fertility & Genomics headquartered in Trumbull. CSI is part of CooperCompanies Inc (Nasdaq: COO), a fast-growing S&P500 Medical Device Company. The Headquarters of CSI is in Trumbull (CT). This Role will be supporting users across the US so the ability to work flexible hours is desirable

 

As Senior Business Analyst you will be the central point of contact and bridge between the business (Donor Recruitment, Sales, Marketing, Customer Service, etc.) and the CRM and Website development and maintenance teams.  You will report to the Global Director, CRM Business Analysis, and will engage in a self-directed process of discovery and documentation of requirements from the business to prepare for future upgrades and enhancements to the system. The Senior Business Analyst will be assigned several projects that they will be responsible to manage with minimal supervision to provide clear documentation on all aspects of the project from initiation and definition of scope, through the analysis, requirements, design, development, testing and delivery phases of the project. You are also expected to research new technologies and improvements to business systems that can improve data quality, increase sales and cut costs.

 

Essential Functions & Accountabilities: The Senior Business Analyst will be required to perform the following tasks:

• Meet with senior management and internal stakeholders to investigate and accurately document the ROI and business needs for projects to produce a project brief containing the rationale and objectives.
• Gain approval from stakeholders on business requirements and serve as a point of communication for the business to channel their requests for enhancements and changes, to the business team.
• Accurately convey the business requirements to the Technical teams for implementation and be the primary point of contact for resolving issues and clarifying requirements
• Clearly document changes for submission to the Change Approvals Board (CAB)
• Perform initial testing of systems to confirm correct implementation of the requirements and coordinate UAT testing among business users as needed
• Be the first point of contact for issues related to the CRM, triage any reported issues, handle whatever can be addressed through training and leveraging existing system functionality etc. or escalate them to the appropriate team member for resolution.
• Provide 1:1 or small group support for users who need assistance in using the systems during hypercare period
• Initiate focus group feedback sessions with a select group of CRM users in the region to gather feedback and gather information for continuous improvement and optimization of the systems
• Ensure that procedures are documented in SOPs and Work Instructions and collaborate with Training leads to implement training programs for end users as needed

Travel: 

Travel Requirements:  5% = ~3 trips per year

Qualifications

Knowledge, Skills and Abilities:

To successfully perform the above tasks, the Senior CRM Business Analyst will require the following skills:

• More than 5-yrs recent experience in a Business Process Analysis role dealing with medium-level projects spanning companywide initiatives.
• Thorough knowledge of database fundamentals, including relational table structures, and knowledge of web technologies such as SEO Tagging, Authentication, APIs, etc.
• Experience working with cloud-based CRM and Web platforms such as Salesforce, Veeva, Microsoft Dynamics or oth