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Vacancy Details

Engineering & Technical

Senior Technical Analyst / Project Implementation Lead - Cork

Contract Type: Permanent
Sector:
Location: Cork
Date: 10/08/2018
Job Reference: 95190

Job Description

Contact: Jenny Dore
Email: jenny@hero.ie
Telephone: 086 0449371



Senior Technical Analyst/ Project Implementation Lead - Customer Meeting Services

Our client, a company in Cork is currently looking to recruit a Senior Technical Analyst/ Project Implementation Lead for their site.


What will I be doing


Project Management:
  • Lead medium sized projects, or workstream within larger projects in line with the strategic priorities of CMS.
  • Demonstrate excellent communication & change management skills with stakeholders at multiple level.
  • Design, validate & deliver business processes, through multiple mediums.
  • Organise, plan & deliver training workshops as required.
System Development/Technical Enhancements:
  • Maintain the list of User Stories for potential enhancements for future releases & facilitate the provision of end user & SME input to the IT team responsible for Development, Testing & Release.
  • Work with IT on Bug Fix solution definition, User Acceptance Testing and ensure communication/delivery to end users prior when fixes are released.
  • Update documentation which may be altered by a bug fix or enhancement & coordinate the delivery of communications to impacted stakeholders as needed.
  • Web Service & DocuSign Maintenance:
  • Oversight & execution of Content Management changes to Web Service as required by the business to support local legal requirements, customer experience improvements, privacy requirements.
  • Implementation support & training for new affiliates taking on Web Service.
  • Support & communication for escalations regarding Web Service performance
  • DocuSign maintenance and optimisation.
Data Management:
  • Execute requests to add or edit HCP Customer ID's in the Customer ODS for EFPIA affiliates to support CMS business processes and TOV Disclosure requirements.
  • Partner with the relevant internal teams to ensure that vendor performance for Customer data meets SLA to a high degree of accuracy across all affiliates supported by CMS.
  • Create & update Janrain accounts for HCP's within SLA to ensure that they can register for meetings via Web Service.
  • Execute password re-set requests received from the CMS Operations teams supporting HCP's.
  • Provide training as required to new starters in relation to the data systems and processes relevant to the CMS business process.
  • Ensure TVA kickouts are identified, followed up and resolved in a timely manner to enable accurate TOV Disclosure reporting.
  • Maintain accurate & current GS Docs in relation to all CMS data related process.
Support Model Governance
  • Have an in depth understanding of the system & end to end CMS business process to support complex ticket resolution & be a bridge from the Business to IT.
  • Monitor/oversee Service Now tickets logged to ensure: correct priority is assigned, duplicates are not logged, high-impact items are cascaded to inform end users in a timely manner.
  • Communication on IT/system incidents which may impact end user efficiency or customer experience.
  • Be an expert in the relevant CMS business processes & systems to ensure that root cause analysis correctly segregates tickets to identify whether a system fix, system enhancement, user re-training or business process change is required.
  • Provide periodic analysis to CMS leadership on trending/ repeat issues etc. which may justify retraining for end users or warrant system change to eliminate occurrence.
Templates Governance:
  • Oversee/control the publication of template DDP's to Production in line with SOP.
  • Support operational teams with complex drawlooping requirements to ensure their templates are efficient, accurate and customer-friendly.
  • Maintain accurate & current GS Docs in relation to all templates/drawlooping process.
  • Provide training as required to the operational teams responsible for drawlooping for their affiliates.
  • Provide consulting advice on an ad hoc basis to other functions or projects in relation to the use of templates or Drawloop.
Dashboard Governance & Reporting:
  • Oversee/control changes to Dashboards requested or required by Ops teams.
  • Ensure Dashboards are optimised for operational efficiency to provide the relevant operational teams in the or the affiliate, with a useful oversight of the key activities to be undertaken on a daily basis within CMS Operations.
  • Working with the Operational reporting SME's.
  • Share best practice & provide training on how to use Mercury Reports & Dashboards as needed.
Training/Communication
  • Create, deliver & support end user training on new functionality or frequently asked questions, utilising tools such as MyCMS, interactive online, F2F, videos, Reference Docs, Job Aids.
  • Engage with SME & Continuous Improvement Forums within CMS Operations to support the identification of common system issues or concerns impacting end user efficiency or Customer Experience which may not appear through the standard PSG Support model.
  • Provide input into other projects taking place which impact HCP meetings, HCP data, Contract to Pay or Compliance as needed.
What do I need
  • Bachelor's Degree, IT, Project Management or Training qualification would be an advantage
  • Another European language is a plus.
  • Experience working on & leading projects
  • A Project Management qualification is an advantage
  • Experience working with Salesforce, SAP, MS Office, Kanboard, MS Project & Viseo.
  • Ability to handle complexity and utilize analytical skills, with attention to detail.
  • Ability to proactively & effectively analyse & resolve problems.
  • Ability to effectively prioritize and complete key tasks and deliverables.
  • Able to respond flexibly and empathetically to customer or stakeholder needs, managing their expectations effectively.

For further information on this Senior Technical Analyst role in Cork please contact Jenny Dore on 086 0449371 / jenny@hero.ie
Check out all our open jobs on our HERO Recruitment website - www.hero.ie
Please Note: HERO Recruitment will not forward your details to any company without your prior approval


Clients we are proud to work with

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

Fiachra Collins
Computer Vision Algorithm Team Manager
Valeo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

Fiachra Collins
Computer Vision Algorithm Team Manager
Valeo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

Clients we are proud to work with

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