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IT Solution Architect – Customer Service

Job Description

Now’s our time to inspire the future of healthcare together.

Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 60,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.

Join our team now at Siemens Healthineers as IT Solution Expert – Customer Service:

Location: Remote 

This is a role well suited to an ambitious professional, looking for the next step in their career. As an IT Solution Expert – Customer Service, you will be responsible for:

  • You will partner with cross-functional teams to drive continuous improvement of Customer Service processes in SAP and other tools, reporting to the Program Manager.
  • You will develop and become proficient in architectural understanding of the IT systems used to implement core Customer Service processes, and their interconnectivity
  • You will develop understanding of the results of previously completed end-to-end analysis of IT systems in-use and identified IT improvement initiatives for the Customer Service
  • You will support the requirement engineering and project implementation for the in-scope IT improvement initiatives to support the key business objectives in Service Delivery, Service Performance Management, Service Engineering, and digitalization of services portfolio
  • You will align end-to-end Customer Service processes to improve the key steps of deal configuration, implementation, and delivery of ongoing service with a clear focus on digitalization and elimination of manual processes.
  • You will support collection of required data to generate visual management enabled by data analytics from IT systems which are used globally.

This position may suit you best if you are familiar with what is below, and would like to develop your career with Healthineers

  • You possess comprehensive understanding of Customer Service function and system architecture landscape required to support the service business of a large multinational company operating in the regulated medical industry.
  • You possess expertise in developing and supporting process improvements across all Customer Service functions.
  • You possess proficiency to assess and recommend improvements in deployed technology architecture.
  • You have practical understanding of how to design and implement solutions to support digitalization including analytics & automation.
  • You have broad understanding of analytics architecture topics from data source to visualization.

Required skills to have for the success of this role

  • You have deep professional know-how and experience in solution design / requirements engineering within enterprise architecture·
  •  You have excellent communication skills (written, verbal, presentation) focused on translation of IT to business and business to IT
  • You are experienced with Continuous improvement methods (e.g., Value Stream Mapping, Structured Problem Solving)
  • You should have proficiency in SAP Service Management and related modules, or willingness to learn them.
  • You possess solid professional judgment and problem-solving competence.
  • You have a strong desire to improve existing processes and approaches with a continuous improvement approach.
  • You are capable of investigating and evaluating new technical solutions for business use case application
  • You are able to work effectively in global, multi-cultural teams
  • Bachelor’s degree or equivalent experience required
  • Minimum of 8-10 years of experience within Service and Enterprise Architecture fields

Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity.  Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date.

(Note: Accommodations may be requested for certain medical or religious reasons)

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose:  To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers

If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

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Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time



Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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