Business Systems Analyst

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

• An excellent retirement savings plan with a high employer contribution.

• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.   

The Business Systems Analyst – Customer Service will manage and support technology solutions that enable the customer service organization to deliver best-in-class customer care. This role serves as a liaison between business stakeholders and IT teams, ensuring alignment between business needs and system capabilities. The analyst will participate in the development and enhancement of systems to support business processes, coordinate and execute activities for technology projects, and act as a subject matter expert (SME) for key business systems and processes.

• Partner with system users to understand business needs and collaborate on optimal workflow and system requirements
• Analyze business processes to define and document system requirements, including user stories, functional specifications, process flows, user guides, training materials, work instructions, and procedures
• Track and manage system enhancement requests and issues; collaborate with technical teams to support implementation and resolution
• Develop and execute test scenarios; coordinate and perform user acceptance testing (UAT) to ensure solutions meet business requirements.
• Support implementation of new systems, enhancements, and updates, including user training and process adoption
• Interface with external vendors providing technical services and/or products, as needed
• Perform additional tasks to support ongoing business operations and continuous improvements
• Build and leverage strong cross-functional relationships to effectively deliver assignments
• Exercise judgment within established practices and policies to identify and implement effective solutions
• Operate within a quality-driven environment, ensuring compliance with applicable quality systems and standards 

This position may travel both domestically and internationally up to 10% of the time.

• Bachelor’s degree in computer science, Management Information Systems (MIS) or related field or an equivalent combination of education and relevant work experience
• Minimum of 6 years of related work experience with a strong understanding of specified functional area.
• Strong analytical and problem-solving skills, with the ability to manage multiple priorities and work effectively under pressure
• Excellent written and verbal communication skills, with the ability to clearly convey technical concepts to non-technical audiences

• Experience with customer service systems and technologies, such as CRM platforms (e.g., Salesforce Service Cloud), knowledge bases, telephony systems, and system integrations
• Familiarity with system development and delivery methodologies (e.g., Agile, Waterfall) and the system development lifecycle (SDLC)
• Experience in data analysis, including the ability to understand underlying system data models and query and extract data to develop reports, metrics, and insights that support operational and business decision-making; proficiency with Power BI strongly preferred
• Strong attention to detail with the ability to work thoroughly and accurately, including managing routine and detail-oriented tasks

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