Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures.
What you will be doing
Under general direction of the Director of Application Services, this role is responsible for delivering customer service transformation projects that include operational improvement assessment and business process design. We are seeking a Salesforce.com Cloud Professional to work with business process and development teams to design, implement and deploy Salesforce.com Service Cloud and Health Cloud applications. The candidate will be responsible for owning and driving business requirements, as well as developing functional designs to create and effectively demonstrate solutions that address customer requirements. Candidates should be able to facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort.
At AmerisourceBergen and specifically within Lash Group we are united in our responsibility to create healthier futures. Our portfolio of services reaches across the continuum of care, addressing three main challenges to program adherence: Access, Affordability, and Engagement. This starts with when a Patient gets a diagnosis and care plan from a Health Care Provider. We offer solutions to help make medications more affordable for uninsured and underinsured patients, accelerating speed to therapy and avoiding interruptions to treatment. We continue to assist all parties with ongoing treatment with best-in-class customizable engagement solutions tailored to the patient’s level of involvement throughout their treatment journey. See https://www.lashgroup.com/our-approach/fusion
Individuals within the IT leadership role have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. This role also oversees the development of enterprise standards and technology initiatives, and the IT governance process. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this role provides technical and business leadership to their organizations as well as to the business.
IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders.
Strong Service Cloud knowledge is required - both functionally and technically, architect and implement improvements to Service, Field Service and Customer capabilities. We are seeking a Salesforce.com Cloud Professional to work with business process and development teams to design, implement and deploy Salesforce.com Service Cloud and Health Cloud applications. The candidate will be responsible for owning and driving business requirements, as well as developing functional designs to create and effectively demonstrate solutions that address customer requirements. Candidates should be able to facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort. Candidates should understand Contact Centers and/or Field Service and the key operational metrics and performance indicators used to manage a Customer Service environment. Candidates should possess knowledge of the relationship between a Customer Service environment and other Business units. Candidates should have knowledge of one or more key technology enablers used within a Customer Service environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management.
Position Specific Skills
Has delivered business transformation solutions across a Salesforce centric solution ecosystem.
Salesforce Service Cloud
Salesforce Health Cloud (highly desired)
Salesforce Wave / Einstein Analytics
Salesforce Force.com development (including Apex, Angular 2, SOQL, Workflow, Triggers, Custom Object Data Modeling, Eclipse IDE, Git/Bitbucket
Experience with Salesforce App Exchange “unmanaged” packages to jumpstart solution delivery on Salesforce
Experience with enhancing solutions built in Classic Salesforce to become fully Lightning enabled.
Minimum of 2 years of experience in Salesforce.com with a focus on Service Cloud and/or Field Service Lightning
Salesforce.com Certifications (3 or more) including Service Cloud
Experience implementing Service Cloud enterprise integration architectures
Experience designing Service Cloud integration solutions
Ability to define and communicate the “big picture” in terms of the solution (both functional and technical components) and break it down into smaller manageable work units
Data modeling skills
Familiar with user experience best practices
Understanding of Contact Center, Customer Service and/or Field Service processes
Works with internal and external customers to understand business needs.
Contributes to the development of an IT strategy.
Manages the development and implementation of IT initiatives to support business strategy.
Collaborates with division directors across the organization and key stakeholders for the coordination and alignment of objectives and functions across multiple functional areas.
Leads the delivery and lifecycle of services for business strategy development.
Leads the financial and internal customer analysis
Leads teams performing competitive market assessment/ benchmarking.
Reviews competitive market assessment/ benchmarking results and makes recommendations.
Collaborates with client in discerning client business trends and their implications.
Seeks opportunities to contribute to positive outcomes for clients, stakeholders, and organizational members.
Approaches issues or disagreements with the objective of reaching win/win solutions.
Governance / Policies, Processes & Standards
Leads or participates in an advisory board to manage IT services demand.
Communicates client’s needs and priorities and provides feedback on pricing and investment.
Ensures compliance to policies, procedures, and standards
Manages the improvement processes that impact customer satisfaction and relationships.
Owns the designated processes and is accountable for ensuring that established processes are followed.
Establish policies and procedures on technology continuous improvement.
Participates in the development of IT budgets.
Tracks and takes appropriate steps to stay within budget.
Provides high-quality services at optimal cost to customers.
Measures service performance and implements improvements.
Provides input to financial parameters that drives service costs.
IT Technology Innovation
Directs the development and implementation of technologies/ processes that make it easier for customers and suppliers to do business with increase profitability
Service Level Agreements (SLAs)
Participates and provides input to the SLA development process.
Ensures internal SLAs are met.
Provides advice and counsel to the vendor relationship decision-making and contract development processes.
Reviews service provider performance.
Identifies and confirms performance problems and notifies contract managers.
Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles.
Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.
Resource / Talent Management
Meets regularly with team to gather work statuses.
Discusses work progress and obstacles.
Provides advice, guidance, encouragement and constructive feedback.
Ensures work, information, ideas, and technology flow freely among the section.
Establishes measurable individual and team objectives that are aligned with business and organizational goals.
Documents and presents performance assessments.
Recognizes and rewards associates commensurate with performance.
Implements organizational practices for staffing, EEO, diversity, performance management, career development, training, reward and recognition, and retention.
Provides input to the identification and development of potential future leaders.
Identifies the roles, skills and knowledge required.
Ensures staff has the resources and skills needed to support all work initiatives.
Participates in IT workforce deployment activities.
Generates appropriate communication, process and educational plans for mitigating the disruption of change.
Identifies and removes obstacles to change.
What your background should look like (minimum qualifications)
Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
Typically has at least ten (10) years of IT and business/industry work experience, with knowledge of one process/service.
Requires experience in managing teams and building relationships with people at a variety of levels.
Minimum of 2 years of experience in Salesforce.com with a focus on Service Cloud and/or Field Service Lightning
Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.
Demonstrated ability to formulate and execute business strategies to exceed operational expectations and further enhance the customer experience.
Deep understanding of business strategy and ability to translate strategy into system and technology solutions.
Demonstrated “hands on” experience working in large-scale environments and tweaking business processes to support growth and productivity
Demonstrated ability to lead change, able to take calculated risk and seeks continuous improvement
Demonstrated ability in building a successful organization and experience delivering results via improved customer satisfaction, lower production costs and high levels of employee engagement
Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates and management; solid teamwork and interpersonal skills
Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding
Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage outside vendors against deliverables.
Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment Knowledge of key technology standards around ITIL and service delivery
What AmerisourceBergen offersWe offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.
Healthcare for associates and eligible dependents, same-sex and domestic partners
Paid time off, including vacations and holidays
Paid volunteer time off
Life insurance and disability protection
Employee Stock Purchase Program
Retirement benefits and more…
Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.
About AmerisourceBergenAmerisourceBergen is a publicly traded Fortune 10 global healthcare solutions company and is one of the world's largest pharmaceutical services companies. Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care. We operate the backbone of the healthcare supply chain. We drive the future of local care delivery. We guide medical innovations to market. We create healthier futures.