Senior Customer Training Business Analyst

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position

Customer Training is one of the key drivers of growth at Intuitive. You will have a direct impact in optimizing how our internal teams interact with Healthcare Providers (HCP) throughout the lifecycle of an Intuitive training event as we develop new technologies and expand across the globe. You will enhance our 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. 

Essential Job Duties 

• 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” process
• 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
• Liaison 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

Qualifications

Required Skills and Experience 

• 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

Required Education and Training 

• Bachelor’s degree or 5+ years equivalent related experience

Working Conditions 

• None

Preferred Skills and Experience 

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

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.