Senior Customer Training Business Analyst

Intuitive•San Francisco, CA

About The Position

Customer Training is a key driver of growth at Intuitive. This role will have a direct impact on optimizing how internal teams interact with Healthcare Providers (HCP) throughout the lifecycle of an Intuitive training event as new technologies are developed and the company expands globally. The position will enhance processes and tools, acting as a bridge between business stakeholders and technology teams, identifying business needs, analyzing processes, and recommending data-driven solutions to improve organizational efficiency.

Requirements

5+ years relevant work experience providing system and/or Customer Support environment preferred.
Strong attention to detail and organizational skills is required.
Proficient understanding of CRM systems (Salesforce, NetSuite, SAP, etc.), ERP business systems (SAP, Oracle, etc.) and preferably LMS solutions.
Effective analytical, troubleshooting and problem-solving skills required.
Ability to work independently, multitask, and prioritize duties.
Must be capable to work effectively in cross-functional project teams.
Proficient in all Microsoft Office applications.
Candidate must have strong oral and written communication skills, as well as strong interpersonal skills.
Ability to travel 5-10% including weekends and evenings.

Nice To Haves

Experience working with EDI and Business Analysis/Reporting tools (SAP BI, Tableau, etc.) are preferred.

Responsibilities

Interact with business partners and stakeholders to understand their needs, gather and document business, user and functional requirements.
Evaluate “as-is” processes to identify inefficiencies and design “to-be” processes.
Recommend technology solutions, tools, or process changes to meet business needs and align on global best practices.
Partner with IT teams to provide solutions for efficient coordination of training resources/events and timely enablement of program expansion to other regions and organizations.
Act as the link between business stakeholders and IT teams to facilitate communication and provide clarification on requirements.
Support projects/enhancements through test script creation, testing (User Acceptance Testing – UAT), training and implementation of new solutions.
Liaise with IT on new releases and quarterly updates; evaluate new technology and act as business administrator and first/second level support.
Provide operational support to internal daily functional responsibilities.
Meet with internal customers regularly to understand their processes, challenges, and future business direction.
Analyze production issues to determine root cause and provide recommendations to the IT development team.
Monitor, track, resolve, and escalate (as appropriate) system/application issues.
Create and maintain training documentation for new functionality.
Provide operational and business system training to end users.
Document and maintain standard operating procedures and associated reference documentation for key processes.
Develop complex reports for data analysis and trending.