Service Automation, Sr. Specialist (P3)
MSD
Ring Center, Kriens, Switzerland
vor 1 Tg.

Job Description

The Automation Sr. Specialist drives the employee experience agenda through the prioritisation and identification of processes that can be enhanced by emerging technologies and improve the ease of doing business for our internal customers through the automation of rule based and repetitive tasks.

These services are differentiated according to our Moments that Matter approach by ensuring that key interactions can deliver a consumer grade experience to our employees whilst remaining interactions are scalable, robust and reliable.

Reporting directly to the Regional Service Experience Lead, s / he is responsible for assessing automation, data analytics and emerging digital opportunities with a view to their design, development, deployment and maintenance across our organisation service landscape.

The Automation Specialist is responsible for :

  • Leading the process assessment and automation feasibility studies across the organisation service landscape to inform the roadmap for future deployments.
  • Enabling our contact channel optimisation strategy embracing emerging technologies such as Robotics Process Optimisation (RPA), Artificial Intelligence (AI) and Chatbots.
  • Functional oversite of the installed automations, including the continuity of services during any unplanned outage or interruption to automation services, e.g. Bot management.
  • Managing the roadmap to the planned rollout schedule whilst anticipating the potential for risk and planned interruptions due to specific technical or operational constraints and assuring business as usual continuity for on-going operations.
  • Duties, Responsibilities, Activities :

    Essential Function

    Drive Regional Automation Agenda

  • Drive the RPA programme using quality assessment tools, audits and best practice
  • Review application specifications and work with project teams to gain in-depth understanding of system requirements; including the impact on internal and external customers, use cases, pilots, etc.
  • Enable an automation approach which ensures the delivery of proper process automation whilst balancing schedule and budgetary constraints.
  • Prioritise and Identify Opportunities

  • Assess candidate processes and in partnership with the Solutions team to identify technology solutions to drive the RPA and AI agenda for the Operations Team.
  • Collaborate with functional Operations teams providing consultation on feature and usability design and enhancements / improvements for technology applications.
  • Maintain and Assure Continuity of Services

  • Maintain close working relationships with partners / providers to understand their release management roadmap
  • Identify opportunities and potential impacts to the service delivery landscape from future releases; plan and prepare implementation and risk mitigation approaches to assure the delivery of business as usual
  • Create or update documentation including architecture and design documents. Estimate development efforts and provide guidance on development guidelines.
  • Deploy Roadmap

  • Liaise with our Solutions partners in the deployment of the Service Automation roadmap.
  • Assist partners in the design and implementation of the automation strategy and programme
  • Participate actively in any change / improvement discussions, contributing as per experience of any internal / external challenges in your field.
  • Executes tests and validates test results as required.
  • Develops and maintains automated processes.
  • Communicates significant issues or developments identified during automation and testing activities and provides process improvement recommendations to management.
  • Assists with change strategy development and its implementation into the organisation.
  • Assesses and analyses the change impact.
  • Identifies any anticipated resistance from the business.
  • Contributes to the building of capability across the organisation in the automation of employee service delivery.
  • Skills / Knowledge Required / Preferred

  • Proven knowledge and understanding of the impact of digital innovation on the service delivery landscape.
  • Experience working with cloud-based service technology platforms
  • Prior experience working as a functional expert with RPA, AI and cloud-based solutions.
  • Excellent communication and influencing skills.
  • Strong listening & comprehension skills.
  • Strong orientation toward Innovation & Creativity.
  • Strong interpersonal skills including relationship building & maintenance.
  • Strong attention to detail and follow-up; strong analytical skills together with highly developed business acumen.
  • Demonstrated ability to work in teams and collaborate / partner with others from across the business
  • Ability to clearly articulate messages to a variety of audiences.
  • Problem solving and root cause identification skills.
  • Able to work effectively at all levels in an organisation.
  • Familiarity with project management approaches, tools and phases of the project lifecycle.
  • Minimum Experience Required / Preferred

  • Bachelor’s Degree required, STEM or related experience preferred.
  • 3+ years RPA development experience in RPA industry leading platforms.
  • 3-5 years hands-on programming / scripting experience, specifically in the field of RA and robotic implementations.
  • Automation experience in particular in a cloud-based environment with an integrated service platform.
  • THE COMPANY

    As a company we are committed to Inventing for Life’ in all that we do. We keep the patient at the very heart of all that we do and strive to find solutions and treatments for some of the world’s most challenging healthcare needs.

    OUR COMMITMENT TO IRELAND

    In Ireland we are one of the country’s leading healthcare companies, having first established here over 50 years ago. We currently employ over 2,200 people, across four sites in Ballydine, Co Tipperary, Brinny, Co Cork, Carlow and Dublin and, in addition, operate substantial Human Health (Commercial) and Animal Health businesses.

    To date, we have invested $2.5 billion in our Irish operations and our annual turnover ranks us as one of Ireland’s top 20 companies.

    Currently, our Irish sites manufacture approximately half of our companies top twenty products, saving and enhancing lives around the world.

    Our offices in Red Oak, Leopardstown, Dublin performs a suite of core functions that are central to the strength and capability of our operations across Ireland.

    The site’s primary functions include Clinical Research, Medical Affairs, Regulatory Affairs, Sales, Policy & Communications and Marketing.

    Our Ireland Human Health team of over 100 people support the advancement of a range of treatment areas such as Oncology, Vaccines, Diabetes and Immunology.

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