Customer Operations Analyst

Job Description

OTC Customer Operations Analyst / Remote / £60000 per annum6 Month Fixed Term ContractThe Role The candidate will develop and apply a data-driven approach to process management and improvement. The ideal candidate should be comfortable working with large data sets and have some experience with customer master data set-up. The successful candidate willfeel at home also supporting Customer Operations teams on a wide range of integration activities such as Master Data and EDI Data validation.A key element of this role will be User Acceptance Testing (UAT) to support TSA exit. This ideal candidate will be responsible for leading Cross-functional User Acceptance Testing to include defining & writing test scripts for all customer operations processesin EMEA. Using process knowledge, the Business Requirement Document (BRD), and functional expertise, the UAT Lead will ensure quality checkpoints are established throughout the UAT phase.

• Developing innovative solutions together within the team, build end-to end / regression scripts that can be used for OTC UAT Testing with our 4PL Customer Teams
• Work closely with multiple teams to define and document test requirements.
• To test activities according to current standards and policies - Monitor team testing activities and ensure they are completed as expected
• To participate in technical and functional design meetings to ensure requirements are clearly defined and robust test scenarios
• Responsible for test project status reporting, defect tracking and risk/mitigation
• To participate in the Systems Deployment/Cutover and Readiness activities
• To develop and maintain UAT documentation to ensure the proper amount of structure is applied to enable project success and report periodically status update to the project specialist (ie UAT Test Scenarios and Scripts, UAT Planning, etc)
• Support MDM and IT on all Customer Validation activities in line with project workplan to achieve key milestones
• Support and document Hypercare/Cutover Plan to achieve a successful day one go live for all markets within EMEA

Ideal Person

• The candidate will need to have exceptional UAT skills, a strong attention to detail, and a proven ability to influence and collaborate across all functions of the organisation and have a willingness to support Customer Service on any future projects inline with business expectations.
• In-depth knowledge and experience in project and process management
• Consistent track record of leading strategic programs/projects and able to lead to deadlines and meet cost constraints
• Large multi-functional project experience with experience working effectively in a Cross functional role
• Outstanding communication and presentation skills (written and verbal) to all levels of organisation
• Proficient with Excel Spreadsheet
• Excellent leadership skills that enhance program/project team effectiveness
• Ability to develop new strategies and options for new programs/projects
• Extensive knowledge of SAP and OTC processes essential (JDE & Salesforce experience distinct advantage)
• Previous experience with integration projects highly desirable
• Knowledge of Medical Device/Pharma industry highly desirable
• Proficient with Excel Spreadsheet
• Extensive knowledge of SAP and OTC processes essential (JDE & Salesforce experience distinct advantage)
• Good interpersonal and documentation skills including Business Requirement Document (BRD) and business process flow diagramming

Kelly Services are acting as an Employment Business in relation to this role. Should you choose to apply, your information will be processed in accordance with Kellys Privacy Statement. For information regarding data protection at Kelly, please visit theKelly website and have a look into the Privacy Statement.As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.