As a Siebel Data Analyst for GE Healthcare, you will be an integral part of Service Operations and the CRM team, and will be involved in CRM and contract daily operational activities. Responsibilities include: investigating the root cause and defining a solution for issues related to the implementation of the customized CRM-based software reflecting GE’s business model; and scoping the issue and clearly define the criteria used to identify all entries that are affected and recommend a way of correcting all database entries.
At GE Healthcare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.
Job Duties and Responsibilities:
Provide and update SOPs reflecting on-going CRM process improvements. This will include corrections and code enhancement updates (eg. Pricing discrepancies and preventive maintenance schedules, among other tasks).
Gather the unique needs of Canadian CRM users and work with the Canadian CRM team to submit to the Americas CRM design teams.
Determine root causes of CRM errors in billing, service requests, contract entitlement issues, etc. and submit those defects into the CRM Americas Support Centre. Example: Assist to resolve transactions caught in the interface between CRM and Oracle.
Work closely with Canadian CRM team members to monitor and keep up-to-date the CRM Issue Tracker spreadsheet which tracks the performance of all parties and provide updates to the Canadian Healthcare community through regular meetings.
Correct missing data for customers and Install Base from MFG-Pro to CRM.
Fix PM schedules in service requests with support from team. Check with FSRs and contract specialists and manipulate incorrect existing schedules in CRM.
Set up new service offerings, entitlements and link price lists to them.
Check service special offerings (Vaporizer Exchange Program & Exchange Parts, etc.) and correctly set up them to be processed in the CRM.
Investigate requests for parts from FSRs/Support leaders and determine if the service part number needs to be activated in Oracle. Determine where to source these parts and if there are alternate part numbers.
Update FSR skills and sites in CRM User Administration page for FSR.
Support IB Specialist with any errors or questions regarding the Install Base in CRM. Provide hints and tips on possible error fields in IB.
Generating quotes and service agreements in quoting software (QuoteWerks).
Entering agreements into the CRM platform (Siebel).
Working alongside and support the Customer Account Analysts with various tasks (including but not limited to account / contract review, billings, and data management, etc.)
Generating and analyzing reports
Working alongside and supporting internal customers (such as Service Management, Account Managers, and Field Service Representatives)
Actively working with the Accounts Receivables and Finance departments to ensure timely closure of collections issues
Maintaining and updating Standard Operating Procedures (SOPs) on behalf of the GE Healthcare Customer Service Centre
Act as the “Facilitator” for the team’s internal online support site Support Central)
Create and manage online workflow processes
Proficient in ServiceNow, Oracle, Siebel, Nuvolo, MS Office Suite: Excel, Word, PowerPoint, etc.is desired.
Willingness to learn new tools and functional processes.
Strong problem solving, prioritization and organization skills with the ability to manage multiple competing tasks.
Organized self-starter who can multitask in a fast-paced environment.
Self motivated team player with a track record of meeting deadlines.
Excellent communication skills to interface with all business users.
Proven analytical and problem resolution skills.
Ability to work with large data sets and extract required information in an organized format.
Ability to write well written technical reports describing finding of investigation so others may follow to correct identified issues.
University undergraduate degree or equivalent experience in Math, Science, Business or Engineering.
Related experience with the implementation of standardized data analysis, conversion and reporting processes is an asset
Knowledge of Oracle or an Oracle relational database system is an asset
Knowledge of Cognos is an asset
Knowledge in ServiceNow, Nuvolo, Siebel, Oracle or other CRMs is an asset.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
Relocation Assistance Provided: No