When you join us at Thermo Fisher Scientific, you'll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.
**Location/Division Specific Information**:
Costa Rica
**Discover Impactful Work**:
The Finance Digital Transformation team is driving innovation in RPA, Data Analytics, and AI to standardize and simplify Finance processes. We're seeking a Customer Service Analyst to lead this evolution, providing tailored technology and process solutions for business simplification, standardization, and transformation. Collaborating with business partners, this role implements automation solutions, optimizing the Finance function in the AIG division.
**A day in the Life**:
- Monitoring and evaluating the success of deployed automations and process changes by tracking metrics.
- Collaborating with different teams and finance experts to understand their processes and propose automation solutions.
- Supporting the execution team in overcoming challenges, documenting requirements, and ensuring the quality of deliverables meets stakeholder expectations.
**Keys to Success**:
**Education**:
- Bachelor's degree in MIS, Computer Science, Finance, Business Administration, or a related field
**Experience**:
- Define, measure, and manage metrics to assess the effectiveness of implemented automations and process changes.
- Understand the larger business goals of Finance Automation and Digitization program initiatives and help optimize solutions to achieve measurable business results.
- Understand current state and required steps to transition the organization to new processes facilitated by delivered Automations and re-engineering initiatives.
- Manage deployment and change management across multiple projects and drive a shared approach and outcomes tracking
- Act as an advocate for end users in the full-lifecycle development process by feeding back any requirements or process changes to the delivery team based on lessons learned from automations deployed
- Identifies and articulates customer issues and translates them into business requirements and/or data metrics for simple to complex financial business processes
- Conducting regular audits and monitoring automations with the respective process owners, IT partners and the customers for changes and performance.
- Support the Customer Success Manager in developing and implementing key performance indicators and processes for effective automation monitoring.
- Increase adoption and Automation impact of deployed solutions by focusing on the people side of change, including changes to business processes, systems and technology, job roles and organization structures
- Evangelize Automation solutions by working across functional groups to educate and promote the capabilities and efficiencies that can be achieved through automation.
- Proactively engage with finance business experts and cross functional teams to gain an in-depth understanding of their business processes and identify and define business problems that can be addressed through Automation
- Support the execution team in resolving roadblocks and dependencies, collaborating with business customers and external technical and operational teams.
- Ensure requirements are documented, traceable, and testable throughout the implementation process.
- Support team in customer communication and progress reporting at various levels of the organization including leadership and executives
- Verify the quality of deliverables and ensure they meet customer expectations.
**Knowledge, Skills, Abilities**:
- 2+ years' experience in a reporting / data analyst role with dynamic responsibilities and scope
- Hands on experience with process change management, technology and solution roll-out in large enterprise scale organizations
- 2-3 year' experience in financial function preferred to best understand the data and customer base.
- Interpersonal skills: exceptional verbal/written communication
- Consistent track record of achieving desired results without direct report authority.
- Knowledge of Agile/Scrum methodology a plus
- Knowledge of JIRA is a plus.
- Minimal travel required