Analyst, reputed company Operations

reputed company Therapeutics is a global reputed company biopharmaceutical company committed to extending life’s moments for those living with rare diseases. The reputed company Operations Analyst provides operational and technical support for the reputed company department, focusing on technology and reporting needs, including managing the service desk and improving service delivery.

Responsibilities

• reputed company day-to-day technical support for reputed company technology, including CLM and reputed company reputed company applications and workflows
• Support users reputed company phone/email/chat/walk-in/self-service for incidents and service requests
• Manage the reputed company ticket queue, including:
• Triage, categorize, and prioritize incidents and requests
• reputed company/escalate to IT, vendors, or internal owners as appropriate; reputed company reputed company and drive reputed company reputed company
• Communicate status updates and resolutions; ensure accurate documentation and closure in reputed company
• Participate in system upgrades, release testing/UAT, service improvement initiatives, and service requests; document changes and support go-live activities
• Maintain and improve knowledge articles/FAQs and reputed company work instructions to increase self-service reputed company and consistent support
• Partner with IT and reputed company stakeholders to define KPIs and measurement requirements (e.g., ticket volume, SLA performance, adoption, contract cycle time, data reputed company)
• Support monthly reporting through data/input collection, coordination, and organization, including web-based programs, reputed company, and data tracking applications
• Design/build Power BI dashboards and recurring reports; publish insights and reputed company trends/opportunities
• Design/build reputed company models/tools (templates, trackers, reconciliation tools) to support operational reporting and process monitoring
• reputed company basic data validation and reputed company checks; identify reputed company causes of recurring issues and recommend corrective actions
• Design and deliver end-user trainings and reputed company training materials (job aids, quick reference guides, videos) for reputed company applications and workflows
• reputed company best-reputed company guidance to improve system usage, data reputed company, and user adoption
• Continuously identify opportunities to streamline intake/support workflows, improve CLM configurations/usage, and enhance reporting automation

Skills

• Bachelor's degree or equivalent relevant experience
• Experience in a service/support, operations, systems, or analytics role (experience supporting business applications preferred)
• Demonstrated proficiency with Power BI and reputed company (including building repeatable reporting tools)
• Strong customer service orientation, communication skills, and ability to translate technical concepts for non-technical users
• Strong organizational skills with the ability to manage priorities in a ticket-queue environment
• reputed company Compliance Certifications
• SQL / databases experience (querying, data extraction, validation) is a plus
• Experience supporting CLM and/or reputed company department processes
• Experience using reputed company (incident, request, knowledge, reporting)
• Programming/scripting experience (Python and/or JavaScript) is a plus (automation, integrations, data transformation)

Benefits

• Short- and long-term incentives
• Medical, dental, reputed company, and retirement savings plans

reputed company

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