Business Application Assoc Specialist

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

What You Can Expect

The Business Application Associate Specialist is responsible for managing support issues related to the Zimmer Biomet Surgery Management System (SMS) and the related systems and processes. This position is part of a five-member team that is the first line of support for users of the SMS system. Each team member coordinates all open issues and enhancement requests and follows through to completion. Each team member also coordinates with the SMS trainers, Project Managers, the Business Systems team and the external vendor in performing the support activities. Team members are versed in not only the system but the processes behind the system and the various user classes. Related systems include DCS, XA, FAST and the Sales Alignment Hub.

The Business Application Associate Specialist deals directly with the territory representatives, internal IT resources and external developers to drive issues to closure. Team members in this role are active participants in the Software Development Life Cycle, helping to coordinate system changes from design, development, testing, approval and deployment.

This goal of this team is to make SMS an effective solution for the entire Commercial organization, taking positive and constructive feedback of all types from various sources and working to continually improve the end user experience.

How You'll Create Impact

• First line of support for all SMS-related support issues from all user classes, including territory users and internal (corporate) users
• Determine parties that need to be involved for each support ticket (project management, internal IT, business analysts, external developers) and perform the necessary coordination between these parties to drive issues to resolution
• Evaluate open issues, paying close attention to aging requests, proactively follow-up with relevant parties and follow up with end users
• Produce relevant metrics to help identify team productivity and identify pain points in the process
• Identify continuous improvement opportunities; contribute to or advise any efforts to streamline/improve systems and processes
• Serve as an advocate for the end users of the system, taking appropriate action for all feedback: break fixes, performance concerns, enhancement requests and even general feedback
• Routinely solicit feedback from all parties and incorporate feedback into continuous improvement process
• Utilize ticketing system to log, track and status issues and to transfer issues to development teams when appropriate
  
  

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

What Makes You Stand Out

• Ability to work both independently and as part of a team to drive critical issues to resolution, depending on what the situation warrants
• Comfort in dealing with ambiguous situations where not all facts are known at the time an issue is reported
• Willingness to work across organizational boundaries and on cross-functional teams
• A strong customer focus with a commitment to exceeding expectations
• Ability to make timely decisions, evaluate processes and make recommendations in relation to all business processes that are managed via above systems.
• Ability to respond to common inquiries from local staff, Distributor personnel and other internal stakeholders. Ability to effectively present information to management and to perform intermediate to advanced statistical analysis.
• Ability to solve systematic problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong communication skills, both oral and written
  
  

Your Background

• Bachelor’s degree. Any experience working with information systems or support activities related to field inventory/order management applications preferred. Any experience with the following Zimmer Biomet systems is a plus: SMS, FAST, XA, DCS, IW, GIW
• Experience or education in project management or project support is highly advantageous
• Competency in MS Office, especially Excel
  
  

Travel Expectations

• Less than 5%
  
  

EOE/M/F/Vet/Disability