Service Operations Analyst

What if the work you did every day could impact the lives of people you know? Or all of humanity?At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.Basic Function and Scope of the Position:This role will provide business partner support to the regional Service and Support teams to maximize productivity through continuous improvement of processes and systems.Provide support for the enhancement of Service and Support digital platform (SFDC) and systems. Collaborate with internal business partners across the Commercial Organization as well as our frontline team consisting of Field Service Engineers, Field Application Scientists, and Technical Application Scientists to implement effective service delivery and operational solutions.Analyze data to monitor performance and develop business insights related to service and support activities. The Service Operations Analyst will be an objective, fact-based voice in decisions impacting AMEA Commercial Operations. This position is an internal position and requires minimal travel.Tasks and Responsibilities:Identify and prioritize process and system enhancement opportunities Participate in projects relating to process and system improvement and drive execution of key projectsProvide support to business partners to ensure compliant and effective use of digital platforms.Report on service and support performance and KPIsBuild relationships and acts as a business partner to both the Global Service Operations and AMEA Service and Support teamEffectively and concisely communicates complex topicsAll listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.Preferred Educational Background:Bachelor’s degree or equivalent required, MBA preferred. Business or Technical field preferred.Preferred Experience & Skills:Successful track record in Commercial Operations, Service Operations or related commercial support role preferred.3-5+ years of direct work experience in a service and support role in the medical device or related industry a plus.In depth knowledge of Customer Relationship Management and Complaint Management systems, experience with SAP and Salesforce.com a plus.Strong written and verbal communication skills in English.Strong attention to detail and commitment to deliver quality work in a timely manner.Demonstrated ability to multi-task, work in team settings, and work independently when required.Strong analytical, organizational, problem solving and project management skills.Possess an open, flexible, and positive can-do attitude with good communication, interpersonal skills and the ability to work well with multiple departments to execute mutually beneficial solutions. Experience dealing with difficult internal and external situations.Thorough knowledge of Microsoft Office and Outlook and possess an innate ability to navigate through new software applications.#LI-HYBRID#illuminacareersIllumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.