Job Description

\xe2\x80\x8bSenior Specialist, Customer SuccessThe Senior Specialist, Customer Success plays a critical role in orchestrating technology solutions and services to meet the strategic and operational goals of the human health commercial (HH) activities in Cluster countries that includes India. This is a multi-faceted role that requires:Acting as a bridge to business and be seen as a critical business partner for all areas of the business and will work across all divisions proposing ideas and innovative solutions that enable organizational capabilities. Providing a conduit to the enterprise of IT by engaging with and drawing down on value team products into the market and will maintain a close relationship with a network of IT capability leads, Market Squad leads and divisional leadsThis position will play a leading role in the realization of value through understanding of applicable business processes, followed by identification, implementation, adoption and realization of appropriate solutions for the local market.As a part of hybrid role as a member of the Data and Analytics chapter lead team, The responsibility includes driving the advancement of the Data and Analytics (DnA) value area within the cluster market in Asia Pacific Region. This encompasses coordinating and prioritizing DnA initiatives in collaboration with business stakeholders, partnering with a team of digital technologists, and closely collaborating with the DnA Value Team to ensure that each market in cluster countries has the required capabilities to meet their specific DnA needs. Additionally, the responsibility to fostering a culture of data driven insights and decisions, enabling business users to actively contribute to the development of data and analytics solutions.Key Responsibilities, Result Areas & Tasks

• Cooperates closely with the business and project managers in support of the realization of value through understanding of business needs and translating them into end-to-end delivery of appropriate technology solutions.
• Accelerates execution and value realization in markets through applying technical expertise in specific value areas (Data & Analytics, or Customer Engagement, or Automation & Compliance).
• Enable delivery of product releases, requirements, design, development, market localizations, testing, integration & evolution
• Provide compliance consultancy regarding the practical application of the Global/Regional Policies and Product compliance controls
• Identify opportunities for process simplification using automation and collaborate with value team to implement across the business
• Translate commercial requirements into DnA/Automation/Digital solutions.
• Provide technical guidance including authoring or review of DnA/Automation Requirement
• Share relevant feedback with product manager and other key stakeholders
• Builds a strong network within the divisional ITs and IT Technology center for sharing expertise and to the enterprise digital strategy
• Manages stakeholder relationships and acts as a single point of contact and understanding of to identify service needs, plan service delivery and drive use of proactive service / support mechanisms to ensure effective use

Education, Experience & Competencies

• Education: BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience
• The candidate should have 7+ years of related experience in areas of account management, business analysis or business process engineering work. Demonstrated experience and proficiency with one or more formal methodologies for business requirements analysis and business process engineering.

Overall Leadership Behaviors:

• Demonstrate ethics and integrity
• Drive results
• Focus on Customers and patients
• Make rapid disciplined decisions
• Act with courage and candor
• Build talent
• Foster collaboration

Skills

• Consulting
• Technical Advice
• Stakeholder Relationships
• Requirements Management
• Acceptance Testing
• Emerging Technologies
• Project Management
• User Experience (UX) Design

Overall Professional Competencies:

• Demonstrated ability to effectively collaborate and communicate with a variety of stakeholders
• Strong understanding of commercial business processes
• Solid experience with technology/system rollouts and deployments
• Combination of experience of Agile (Scrum), OR Customer Engagement tools, OR Data & Analytics tools, OR Automation tool
• Working across boundaries: Demonstrates skill in developing and maintaining networks that span divisions and geographical boundaries
• Strategic thinking: Demonstrates the ability to adapt current work processes to meet emerging needs and changes in job responsibilities. Demonstrates the ability to evaluate new ideas and proposed methods for practicality and ease of implementation. Ability to define business needs and align IT strategy and road mapping
• Project Management: Demonstrates the ability to coordinate work tasks with others for timely completion and to avoid potential setbacks. Demonstrates the ability to adjust work to accommodate sudden task changes and avoid potential threats to meeting task deadlines.
• Productive Communication: Demonstrates ability to articulate complex thoughts and ideas accurately and clearly, being able to quickly detect and correct instances of miscommunication. Demonstrates the ability to listen to others and integrate alternate points of view in decisions and ideas.
• Problem Solving: Demonstrates the ability to identify and integrate patterns, trends and inconsistencies across multiple data sources to determine their broader implications. Demonstrates the ability to quickly identify potential sources of problems and develop imaginative solutions.

Functional & Technical Competencies:

• Demonstrated background knowledge of healthcare industry and key business processes, with ability to quickly understand business processes.
• Able to succeed in a dynamic, rapidly changing, highly matrixes business environment.
• Prior hands on experience developing the full SDLC deliverable set, as well as demonstrated understanding of appropriate regulatory guidelines.
• Defines and manages scoping, requirements definition and prioritization activities for small-scale changes and assists with more complex change initiatives. Follows agreed standards and applies appropriate techniques to elicit and document detailed requirements. Provides constructive challenge to stakeholders as required. Reviews requirements for errors and omissions. Prioritizes requirements and documents traceability to source. Provides input to the requirements base-line. Investigates, manages and applies authorised requests for changes to base-lined requirements, in line with change management policy.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships
• Has demonstrated excellent presentation oral, written, and graphical communications skills, as well as ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding.
• Excellent facilitation, consultation and influencing skills including experience with outsourced service providers
• Must be able to work independently and enable/facilitate productive and business-like meetings as well as to work with individuals at all levels and demonstrate a level of professionalism that instils confidence and inspires trust.
• Follows agreed standards and techniques to devise and execute test cases and scenarios based on pre-defined acceptance criteria. Analyses and reports on test activities, results, issues and risks
• Project management experience on medium to large sized projects, with demonstrated knowledge of project management process and methodologies.
• Supports monitoring of the external environment and assessment of emerging technologies. Contributes to the creation of reports, technology road mapping and the sharing of knowledge and insights.
• Hands-on experience in enterprise wide Data & Analytics project
• Preferred experience of leading Digital transformation in large organization
• Expertise in programming languages (Java, Python etc).
• Familiarity with software development methodologies (Agile, Scrum).
• Understanding of databases and SQL
• Familiar with visualization tool like Power BI, Qlik sense etc.
• Experience in automation tools PowerApp, UIPath etc.

Current Employees applyCurrent Contingent Workers applySearch Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.Employee Status: RegularRelocation:VISA Sponsorship:Travel Requirements:Flexible Work Arrangements: HybridShift:Valid Driving License:Hazardous Material(s):Job Posting End Date: 08/12/2024*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

MSD