At Hologic, we are driven by our passion to become the global champion for women’s health.  As a leading innovator in women’s health, we empower people to live healthier lives, everywhere, every day.

The Service Enablement Analyst plays a key role in fulfilling our passion by acting as a change agent within Global Services, to drive continuous improvement and establish best practices for the organization.

This role is responsible for supporting Global Services initiatives involving Salesforce.com utilization, including but not limited to, project support, release management, and day-to-day Help Me support for business users in the United States. The analyst will regularly liaise with Information Technology (IT) and cross-functional teams, serving as a first-line resource for tools and processes within Salesforce.com to drive business results.
 

Duties and Responsibilities

First Line of Support: Triage, resolve or escalate requests for Salesforce.com support (Email, Chatter, Help Me). Proactively enable user self-service by guiding on best practices and adhering to technology and business process workflows. Understand technology and business process workflows to identify root causes or articulate issues and expected behavior to IT partners. Collaboration and Change Management: Facilitate acceptance testing of new Salesforce.com solutions impacting Global Services. Partner with IT and cross-functional managers or subject matter experts for successful change management to Salesforce.com and related business processes. Collaborate with IT to understand new Salesforce.com capabilities and train users on their effective use. Influence the Future: Consolidate user experience feedback for improvement and new functionality requests. Manage operational support tickets, identifying opportunities to group under strategic projects. Engage in defining business requirements for Salesforce.com enhancements and partner with IT leads to translate these into solutions. Identify ways to improve the support model with cross-functional business partners. Create Insights: Design and build reports / dashboards to provide key business insights. Design and build quality dashboards to give insights into Salesforce.com adoption quality and use these insights to develop or reinforce enablement strategies. Design and build consistent dashboards and reports for representatives and managers. Continuous Improvement: Drive continuous improvement initiatives to enhance user experience, optimize workflow, and reduce operational costs. Partner across the enterprise to achieve successful outcomes, influencing changes in behaviors or outdated processes when necessary, and fostering a continuous improvement mindset. Continuously strive to enable user self-service and best practices for resolving root issues for long-term solutions and ongoing sustainability.

Qualifications

Education:           

Bachelor’s Degree or equivalent experience Salesforce Admin Certification highly desired

 Experience:          

3+ years of relevant Salesforce Sales or Service Cloud experience Proven track record of managing improvement projects while delivering measurable improvements

 Skills: 

Demonstrated change management capability and approach Thrives in a fast-paced, collaborative environment with excellent time management skills Ability to manage time and workload on multiple projects/initiatives; adaptable to shifting priorities Excellent verbal and written skills Ability to work independently and as part of a team Detailed orientated, problem solver and analytical thinker Strong organizational skills and process-oriented mindset Ability to influence key stakeholders to drive improvements

Additional: 

This is a remote position in which we prefer someone reside in the Central or East Coast. There may be occasional travel to our Marlborough, MA or San Diego, CA offices.

The annualized base salary range for this role is $62,500 to $97,800 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic’s employees are subject to third-party COVID-19 vaccination requirements, including from customers and governmental entities. Hologic is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for reasonable accommodation based on disability or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

 

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