PLATFORM ANALYST – e2e CLAIMS (WCMS)

Philips is driving the digital health revolution to unlock the value of seamless care, helping people to look after their health at every stage of life – with the goal of improving the lives of 3 billion people a year by 2025. Philips is in the path towards customer-centric solutions through innovations and continuous improvement.​ Over the past years, Philips has built home grown Global Claim System (GCS) utilizing a variety of technology stacks which is not scalable to address certain future business needs. Philips looks forward to transforming the current GCS system to a new modern touchless Claim Management Solution to handle warranty claims for both repairs and replacements.

Philips is currently working to build a Claims Management Solution where all warranty, repairs and replacements claims from the post-sale support of Personal Health products are addressed through Customer care channels in a unified way to enable an optimum customer experience with right status, right track and trace and smooth deliveries towards Philips customers. The objective is to build an Automated touchless Claim Management Solution which enables the following features:

• Unparalleled customer experience and user intuitive system

• Enhanced operational efficiency

• Improve speed to market and faster response times

• Increase retention and repeat sales

• Compliant with Philips security, privacy, and regulatory compliancy requirements

We are looking for a functional platform analyst (business analyst) to join this team and help us on our journey towards delivering this new platform.

You are responsible for

• Coordinate with business stakeholders to identify business requirements and translate them into scalable Salesforce solutions.

• Create configurable solutions that comprise workflows, reports, custom objects, and validation rules.

• Manage various salesforce projects, including gathering information, planning, and executing projects.

• Formulate and maintain salesforce solution documentation. (e.g., process flows, data models, and technical specifications)

• Works with the design team to ensure that the most significant business operations are addressed.

• Educates and promotes CRM standard procedures to guarantee that the solutions produced are highest in class for the business's overall strategy and ethos.

• Create a requirements management strategy for the project, which describes; the process for elicitation, documentation standards, and formats.

• Familiarity with the backlog grooming process, attributes, review, and approval process.

• Plan and monitor scope by ensuring that needs are within the SOW's scope and communicating any variances for inclusion in the change control process. - Assist the product owner in defining value and priority and selecting scope for upcoming releases and sprints by facilitating the continuing backlog grooming process.

• Maintain a functional grasp of the business requirements and project solutions.

• Solutions that comprise workflows, reports, custom objects, and validation rules.

• Should have knowledge of AppExchange, Automation, Collaboration, Data Management, Reports & Dashboard and any other relevant aspects of Salesforce tools

To succeed in this role, you should have the following skills and experience

• Excellent knowledge and shown proven expertise with Sales Cloud, Service Cloud, Experience Cloud, and Warranty Claims module of SF Manufacturing cloud.

• Knowledge of development tools and processes that will aid in formulating use cases and designing project requirements.

• Ability to apply critical thinking, analytical, and problem-solving skills in a fast-paced atmosphere while managing various requests is needed.

• Collaborate with cross-functional teams to build sustainable applications.

• An analytical problem solver who knows and employs all declarative automation and Salesforce ecosystem features.

• Excellent interpersonal and organizational abilities, as well as the ability to communicate successfully with both technical and non-technical customers.

• Ability to grasp the requirements of clients from diverse sectors and translate/present those demands into a compelling vision and roadmap for our clients.

• Excellent knowledge of Scrum, Agile, SAFe, DevOps, and technology such as Jira and Confluence.Salesforce implementation experience across the whole Software Development Lifecycle (SDLC)should have knowledge of customer care, service centers domains

• Must be well versed in e-commerce, supply chain, logistics domains

• Must be able to write down the specifications in detail from the business processes/user stories/change requests for Salesforce platform for the developers.

• Must minute to detail.

• Must be able to specify “what to test” to the test team from the specifications.

• Must be able to support for SIT, end to end SIT and UAT

• Must review unit test, SIT, end to end SIT and UAT results

• Must be able to support product owner in UAT scripts and Work Instructions

• Should be Salesforce Certified consultant with experienced in Service/Sales/Marketing/manufacturing cloudShould be Salesforce Certified Business Analyst

• Must understand QMS validation and perform associated tasks for validation

• Should have good analytical skills,

• Eliciting requirements, able to write business case definition, business requirement writing and review, flow & process diagramming, wireframing and problem solving

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

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To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.