GCS System Analyst (m/f/x) - #604257

BD (Becton, Dickinson and Company)


Date: 11/25/2021 22:30 PM

City: Vienna, Virginia

Contract type: Full Time

Work schedule: Full Day

Job Description Summary


As part of our Global Customer Services (GCS) department, the GCS System analyst is responsible for ERP and service systems supporting GCS.


This role is accountable for providing first and second level support to internal customers including escalation management to the System IT teams. The scope includes end-to-end involvement in new system implementations: co-ordinating requirements gathering for new systems, participating in design development, validation and launch.


The System analyst will also work with the business to become familiar with the GCS business processes and identify areas where the performance or processes can be improved.


Job Description


Position Title: GCS Systems Analyst


Department: Global Customer Services


Reports to: GCSI Systems Manager


Scope: International


Location: Vienna (Austria), Winnersh (UK) preferable. Remote working will be considered


International travel will be required, up to 25%.


Overall purpose of the role:


As part of our Global Customer Services (GCS) department, the GCS System analyst is responsible for ERP and service systems supporting GCS.


This role is accountable for providing first and second level support to internal customers including escalation management to the System IT teams. The scope includes end-to-end involvement in new system implementations: co-ordinating requirements gathering for new systems, participating in design development, validation and launch.


The System analyst will also work with the business to become familiar with the GCS business processes and identify areas where the performance or processes can be improved.


Job Objectives:


System support



  • Provide first level support to the GCS network of system Super-Users. Manage the day-to-day support for MMS
  • In collaboration with the IT teams and system governance teams, manage system issues to resolution
  • Liaise with the system governance teams to manage business requests for system improvements
  • Manage system documentation creation & updates where necessary
  • Provide system training via the network of system super users
  • Participate in requirements gathering for new or updated systems. Working with internal customers to understand the business requirements and document these as an input to the system implementation process

Process Support



  • Work with businesses to identify areas where performance, processes or customer experience can be improved
  • Collect and document business requirements for project and process improvement efforts
  • Review information and data trends to ensure that the business processes are achieving the desired results. Also, report out on process improvements
  • Drive internal collaboration with all GCSI stakeholders

Primary role responsibilities


This provides a general focus for the requirements of the role but is not exhaustive



  • Understand well the MMS business processes and use this knowledge to drive improvements for internal and external customers
  • Develop excellent working relationships with the GCSI system super users, the Country Service Leaders and the broader MMS support teams, to develop an understanding of the business requirements
  • Participate in the end-to-end implementation of new service and ERP systems
  • Provide leadership in the correct use of the service and ERP systems and business processes
  • Adhere to organization and department policies, quality procedures and protocols

Relevant qualifications



  • Engineering degree or similar relevant qualification
  • Experience in IT systems implementation an advantage
  • Experience in business process support

Desired Competencies & skills



  • Experience in working in a multi-cultural environment and matrix organisation
  • Hands on approach - understanding the Service operations
  • Ability to prioritize issues based on business impact
  • Pro-active; high-performing and results orientated
  • Strong customer orientation and problem-solving skills
  • Collaborative style, establishing strong relationships within the GCS International team
  • Problem solving: Identifying problems in business processes and offering suggestions for solving, or at least improving the situation.
  • Reporting: Preparing formal reports, presentations and other means of communication to relay the results of process analysis to senior management
  • Flexible attitude and ability to handle changing priorities
  • Good skills in MS Office applications
  • Excellent range of communication skills. Fluent in English, both oral and written

Primary Work Location


AUT Vienna - Handelskai


Additional Locations


GBR Winnersh - Eskdale Road


Work Shift


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