Associate Business Analyst, Customer Care

Employment typeFull-Time

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  • Job Description

      Req#: R14343

      Clario partners with the pharmaceutical industry to gather and organise clinical trial data, leading to quicker, more reliable trial outcomes. Join us as a Associate Business Analyst to assist in providing world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide. You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have.

      What we offer:

      • Competitive compensation + shift allowances

      • Attractive benefits (security, flexibility, support and well-being)

      • Engaging employee programs

      • Technology for hybrid working and great onsite facilities

      What you'll be doing:

      The Associate Business Analyst is responsible for analysis and business solution definition, taking responsibility for supporting continuous improvement of processes in Customer Care, will provide data analytics to support strategies for those tasks. Supports projects to raise productivity, efficiency, and customer satisfaction.

      Strategic Planning

      Supports with gathering and analyzing information by utilizing existing data.

      Maintains reporting to assist with the decision process (i.e. expected ticket/call volume etc.)

      Supports implementing strategies in close cooperation with Customer Care Management.

      Provides means to evaluate and control the success of the implemented strategies and monitors Continuous Improvement Process.

      Assists with in depth analysis and risk assessment for mergers and acquisitions.

      Project Support

      Works with users and stakeholders (internal & external) to define concepts.

      Supports project deadlines and schedules.

      Communicates and applies project standards including but not limited to change and risk management.

      Identifies resources in accordance with project schedule.

      Understands the components of running a functionally and fiscally successfully project.

      Supports requirements, functionality and resource allocations meet project deliverables based on the nature and scope of the project.

      Supports overall project dependencies and project deliverables stay on-time, on-target, in the expected quality standards and on-budget.

      Analysis and Solution Definition

      Elicits requirements using interviews, document analysis, requirements workshops, survey, business process descriptions, use cases, scenarios, and task and workflow analysis.

      Provides analysis information for customer care management for liaison meetings between customer care and other internal departments as well as customers and vendors.

      Evaluates information gathered from multiple sources, reconcile conflicts, decomposes high-level information into details and distinguish user requests from the underlying true needs.

      Develops requirements specifications according to standard templates, using neutral language.

      Works with customer care management to find solutions for issues that have been observed by Customer Care and include other departments.

      Assists with implementing improvements to department’s strengths and weaknesses based on frequent analysis.

      Assists in collaboration with internal departments to analyze information needs and functional requirements.

      Utilizes experience in using enterprise-wide requirements definition and management systems and methodologies required.

      Assists stakeholders and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.

      Reports issues when things go off plan (due to scope creep, missed deadlines, etc.) and bring them back on plan or create a new plan.

      Assists Customer Care Management, Knowledge Management, Quality Control and Process Analyst groups in creation and analysis of new reports. Maintains monthly standard reporting. Prepares and maintains departmental roadmap including status reporting.

      What we're looking for

      • Qualification in IT environment, Bachelor’s degree preferred.

      • Lean Six Sigma Yellow Belt or ITIL Certification.

      • Proficiency in the use of tools like document-, workflow-, output management, or business intelligent tools.

      • Experience in clinical trial industry in diverse disciplines.

      • Experience in help desk processes.

      • 3 or more years of experience in analytics, for instance lean or six sigma methods, , with proven track record of success.

      • Mandatory language skills: Fluent in English, additional languages of benefit.

      • Demonstrated ability to apply complex statistical methods, forecasting, or other quantitative research methods – particularly for projects involving analysis of large data sets.

      • Excellent written and oral communication skills. Ability to convey complex or technical information clearly, concisely, and accurately to a wide range of audience.

      • Advanced aptitude in MS Suite of Products – MS Project, Visio, Excel, PowerPoint, Outlook and Word.

      • Proficiency in training and training documentation.

      At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

      EEO Statement
      Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

  • About the company

      Clario generates the richest clinical evidence by fusing our deep scientific expertise and global scale into the broadest endpoint technology platform.