GSK - Service Analyst - Contact Centre Design

GSK is one of the world's foremost pharmaceutical and healthcare companies, and we are proud to be part of an industry that improves the lives of others. We are embarking on a significant transformation journey that will support GSK in becoming a top-quartile data-enabled organisation.

This is an exciting time to join GSK. The world of master data management is changing, and it is no longer just about managing data. You will be part of a team that is building a robust master data management framework and service, that will allow GSK to drive higher value by placing data at the core of their strategic and operational decisions. We will be embracing new data technology that will improve the development, manufacture, and distribution of GSK's vital products to patients and consumers around the world.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following.

Responsibilities :

This role is consistent with Tech's goal to retain design roles under GSK to build capacity to drive End-User-Services (EUS) objectives and support mergers, acquisitions and divestitures.

The role is responsible to work with global GSK partners to assess the business requirements, Tech strategy, and agreed solutions catalogue to create an integrated high-level design for any intelligent call routing solutions including contact centres.

The role will work with GSK's managed service provider (MSP) to create a statement of work and develop the costs for the project and provide other major functions :

- Accountable for the alignment of solutions and technical standards to business project requests.

- Provide consulting services and high level & precise project cost estimates for Business as Usual (BAU) & mergers, acquisition and divestiture (MA&D) activities.

- Oversee the provisioning of solutions in support of global collaborative service growth

- Provide technical consultation as needed throughout a project.

- Ensures implementations are standard, operationally scalable and align to service strategy & direction

- Ensures project processes are standard, scalable, transparent, relevant, communicated and documented

- Coordinate with Product Owner and Principal Engineer to develop capabilities and global innovation plans.

- This role should support Product Owner in production & implementation of service improvements and cost management plans.

- This is a Technology role that requires a solid base in computing or engineering as the role will be required to do hands on technical work.

We are looking for a Service Analyst - Contact Centres and if you have these skills, we wish to speak to you.

- Graduate in related field or equivalent in Computer Science or Engineering.

- 5-10 years of experience in related functions.

- Technically experienced IT professional with minimum of with demonstrable technical background related to project delivery

- Proven ability to manage, influence and negotiate with stakeholders (Both internal and Vendors)

- This is a Technology role that requires a solid base in computing or engineering as the role will be required to do hands on technical work.

- Technical experience in Voice Telecommunications

- Broad experience of technical problem solving and consulting

This role, as an individual contributor, needs a broad set of communications, technical, and consulting skills, as well as subject matter knowledge in order to be successful.

This role is responsible for collecting requirements and designing systems that fulfil the requirements.

- Proven experience working and influencing cross functionally.

- Strong analytical skills, attention to detail.

- Prepared to work at a low level of detail where necessary.

- Strong and clear communication skills - verbal and written

- Ability to engage with leadership teams

- Sense of urgency

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture. These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance and trust, the successful candidate will demonstrate the following capabilities.

LI-GSK :

Our goal is to be one of the world's most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.

GlaxoSmithKline does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection with recruitment with any GlaxoSmithKilne (or GSK) group company at any worldwide location. Even if they claim that the money is refundable.

Note : For your candidature to be considered on this job, you need to apply necessarily on the redirected career page of the company as well.