Siemens Careers

Service Management Professional

Malvern, Pennsylvania
Engineering

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English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Information Technology
Requisition Number: 237841
Primary Location: United States-Pennsylvania-Malvern
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 15%

Division Description:

At Siemens Healthineers, we are passionate about enabling healthcare professionals to deliver high quality patient care, and to do so affordably.  A leading global med-tech company, Siemens Healthineers continues to strengthen our portfolio of medical imaging and laboratory diagnostics, while adding new offerings such as managed services, consulting, and healthcare IT services – as well as further technologies in the growing market for therapeutic and molecular diagnostics.

 

Siemens Healthineers develops innovations that support better patient outcomes with greater efficiencies, giving providers the confidence they need to meet the clinical, operational and financial challenges of a changing healthcare landscape.


For more information, please visit: 

http://www.usa.siemens.com/healthineers

Job Description:

Position Overview

 

Lead continual service improvement efforts for CRM Shareville operation services by owning & aligning IT processes to changing business needs

 

Responsibilities

 

    • Support Request for Proposal (RFP) process to select supplier for application maintenance, application development / customization and support in the area of product modeling and data maintenance for CRM landscape. Assist with facilitating RFP discovery, draft & issue, score and shortlist to select winner and contract
    • Establish a service support communication plan (notifying key contacts for upgrade, production issues, etc.) while holding service owners accountable for their respective activities
    • Establish and automate customer satisfaction survey for continual improvement and increase customer satisfaction
    • Establish Knowledge Management process to gather, analyze, store and use support knowledge while conducting periodic audits of data/information
    • Increase awareness for Service Management support offerings through articles, education (tips/tricks), success stories, testimonies from customers
    • Support and organize efforts of Quarterly Business Reviews (QBR) with Service Support vendor(s).

 

Required Knowledge/Skills, Education, and Experience

 

·         2-5 years of experience in information technology and successful demonstration of Key Responsibilities and Knowledge. 

·         BS/BA in related discipline or Advanced degree.  Advance degree MAY be substituted for experience, where applicable.

·         Focus on continuous improvement to ensure technical and customer service excellence.

·         Working knowledge and practical experience of Service Now support desk solution

·         Ability to work well under pressure and balance several tasks simultaneously.

·         Ability to prioritize work tasks and perform appropriate follow-up and status of activities.

·         Excellent verbal and written communication skills with ability to negotiate through high pressure situations with customers.

·         Energetic, flexible, collaborative, and proactive; a team player who can positively and productively impact key initiatives.

·         Proficiency in Microsoft Office Applications such as PowerPoint, Excel and Visio

·         Basic ITIL process knowledge required

·         ~15% travel required

 

Position Overview

 

Lead continual service improvement efforts for CRM Shareville operation services by owning & aligning IT processes to changing business needs

 

Responsibilities

 

    • Support Request for Proposal (RFP) process to select supplier for application maintenance, application development / customization and support in the area of product modeling and data maintenance for CRM landscape. Assist with facilitating RFP discovery, draft & issue, score and shortlist to select winner and contract
    • Establish a service support communication plan (notifying key contacts for upgrade, production issues, etc.) while holding service owners accountable for their respective activities
    • Establish and automate customer satisfaction survey for continual improvement and increase customer satisfaction
    • Establish Knowledge Management process to gather, analyze, store and use support knowledge while conducting periodic audits of data/information
    • Increase awareness for Service Management support offerings through articles, education (tips/tricks), success stories, testimonies from customers
    • Support and organize efforts of Quarterly Business Reviews (QBR) with Service Support vendor(s).

 

Required Knowledge/Skills, Education, and Experience

 

·         2-5 years of experience in information technology and successful demonstration of Key Responsibilities and Knowledge. 

·         BS/BA in related discipline or Advanced degree.  Advance degree MAY be substituted for experience, where applicable.

·         Focus on continuous improvement to ensure technical and customer service excellence.

·         Working knowledge and practical experience of Service Now support desk solution

·         Ability to work well under pressure and balance several tasks simultaneously.

·         Ability to prioritize work tasks and perform appropriate follow-up and status of activities.

·         Excellent verbal and written communication skills with ability to negotiate through high pressure situations with customers.

·         Energetic, flexible, collaborative, and proactive; a team player who can positively and productively impact key initiatives.

·         Proficiency in Microsoft Office Applications such as PowerPoint, Excel and Visio

·         Basic ITIL process knowledge required

·         ~15% travel required

 

Preferred Knowledge/Skills, Education, and Experience

 

In this section, please outline exactly what knowledge/skills, education, and experiences are preferred but NOT required to be considered for this position.

  • ITIL certification a plus

#LI-ES1



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Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.



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