BD (Becton, Dickinson and Company) Jobs

Job Information

BD (Becton, Dickinson and Company) Business Process Optimization Specialist - Technology Continuous Improvement in San Diego, California

Job Description Summary

BD’s Global Customer Services (GCS) organization is transforming the customer experience on our journey to advance the world of health. The mission of the Business Process Optimization team is to drive transformational strategy support initiatives within the GCS to enhance and evolve the way we provide exceptional customer experiences through our solutions and services.

Purpose

Within the Business Process Optimization function, the Business Process Optimization Continuous Improvement Specialist manages, plans, and coordinates CRM improvements and enhancements, and sets up and manages the ongoing governance framework for these systems. They also actively support the prioritization, scoping, and vetting of Customer facing Salesforce enhancements. This role partners with various stakeholders to ensure continued evolution of the Salesforce systems through change management, training, release management, and requirements scoping.

We’re a team of self-starting, go-getters who seek to continuously improve and learn in everything we do. An iterative, open, and driving mind-set is a must have for being part of this successful team.

Job Description

Overall responsibilities

The overall responsibilities of the Business Process Optimization Specialist include:

  • Technology Governance & Process Improvement: 40%

  • Change Control: 35%

  • Reporting & System Administration: 20%

  • Admin: 5%

Technology Governance & Process Improvement

  • Participates in Customer Usability Study and Feedback Collection Facilitation & Governance

  • Supports the business through providing frameworks and consultation to develop problem statements and user stories, connecting to customer outcomes

  • Conducts User story level prioritization, in alignment with prioritized features and epics

  • Successfully manages scope and expectations of Salesforce features and user stories with stakeholders

  • Constructively challenge prioritization & user story requirements based on Salesforce & Business strategies to establish wants vs. needs and problem statements

  • Leads process & workflow current and ideal state mapping, with the intent of reducing complexity and providing more seamless internal and customer experiences

  • Acts as advocate for Internal teams and CX, and connects the dots between requirements discussions and support / product gaps that impact internal / external experiences

  • Identifies, socializes, and applies industry best practice in all forums related to system utilization and business process, and maintains alignment to business goals and priorities

  • Creates and uses of project plans & process improvement methodologies for assigned projects, which include clear milestones and assignment responsibilities

  • Utilizes agile methodology to iteratively improve and grow; acts as Friend of Team with Salesforce teams and participates in agile culture.

  • Prepares meeting agendas and organizes actions and deliverables to ensure progress and clarity into next steps

Change Control

  • Collaborates with Salesforce Product team on sprint-based release communications and organization awareness needs

  • Executes change plans for go-live readiness and post-live adoption of released functionality

  • Conducts internal usability interviews and research to understand adoption and usage gaps, and drive change strategies and process improvements to increase performance

  • Trains internal teams on Salesforce capabilities and reporting tools through office hours and other sessions for support

  • Partners with Education Services to scope and deploy training and refreshers related to Salesforce to meet needs of initial deployment, continued education, and onboarding

  • Partners with business owners and SMEs to produce high quality documentation on changed and new system processes

  • Communicates to stakeholders and system end-users on system changes, implementation logistics, and strategy updates on a regular cadence to foster awareness and transparency

  • Facilitates change control mechanisms to ensure business requirements are met and complexity / cost governed

  • Effectively facilitates and navigates trade off conversations with key stakeholders to support decision making capabilities

Reporting & System Administration

  • Acts as Salesforce go-to for understanding technology workflows and system functionality

  • Creates & maintains reports and dashboards using Salesforce data for internal usage and consumption, translating customer feedback into tangible system actions

  • Conducts time studies and analysis to support business case justification / ROI on improvements

  • Tracks and trends feedback from internal and external tools to feed into prioritization and enhancements

  • Manages inbound email queues with Salesforce requests and questions

  • Facilitates governance for testing and vetting requirements with Super User groups to ensure release readiness

  • Demonstrates a proactive approach to identify and manage risks to user story release success

Skills, Duties and Tasks particular to the job:

  • High Comfort with Ambiguity and ability to flex / manage competing demands

  • Knowledge of industry-recognized project management methodologies

  • Demonstrates understanding of project governance expectations and execution (scope management, tollgates, and risk & change management)

  • Ability to convert ideas into tangible improvements with quantifiable value

  • Strong usage of data to support decision making

  • In depth understanding for operational processes and support environment best practices

  • Leads project teams and effectively navigates matrixed structure to meet deliverables

  • Effective, professional communication skills (verbal and written) to different audiences

  • Responsible for maintaining project schedule and timeline

  • Crisp and detailed documentation and notes

  • Strong conflict management skills to navigate prioritization

  • Provides coaching, mentoring, and training for project team

Required Soft Skills:

  • Negotiation skills

  • Constructive Challenge

  • Growth Mindset

  • Effective interpersonal skills

  • Project leadership

  • Strong communication skills to multiple levels and audiences

  • Thought leadership through thoughtful questioning and ideation guidance

  • Effective decision-making skills to help facilitate project momentum

  • Build and lead effective project teams

  • Effectively employs conflict resolution

Qualifications:

  • 2+ years process improvement experience required

  • 2+ years project management experience required

  • 2+ years change management experience highly desirable

  • Prefer knowledge of hospital systems and procedures that integrate with BD products

  • Prior knowledge experience supporting Technical Support and Field Service organizations and their processes, challenges, and business context desirable

  • Prior experience with Salesforce required

  • Prior experience with PowerBI or other analytics tools (Qlikview, Tableau, etc.) highly desired

Location & Travel:

  • Position based in San Diego or San Antonio, flex hybrid schedule

  • Travel up to 15%

Certifications & education:

  • Bachelor's degree required

  • Certification in Change Management, Lean Six Sigma, or PMP highly desirable

  • Expert with MS Suite: Excel, PPT, Visio, OneNote, SharePoint

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

USA TX - San Antonio

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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