System Support Specialist, Global Healthcare Informatics (Hybrid) - BD | New Day Jobs (Yangon, Myanmar)

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System Support Specialist, Global Healthcare Informatics (Hybrid)

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System Support Specialist, Global Healthcare Informatics (Hybrid)

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Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Job Description SummaryThe Becton, Dickinson, and Company (BD) Life Sciences, Diagnostics Systems business is seeking a Service Engineering System Support Specialist, Informatics (SSS) to join our talented and diverse team. In this role the SSS utilizes deep insight into service and customer experience as Tier 3 global support for regional service teams on released products and helps to shape the future of new products providing serviceability requirements, documentation, and training support. In addition, the role analyzes product health and service performance metrics, gaining valuable insight that he or she will use to propose and drive continuous improvement as part of sustaining life-cycle management and new product development.

As an informatics team member of the Global Service Engineering Operations team, the SSS will be responsible for service deliverables related to BD middleware solutions integrated with BD instrumentation and applied on BD or hospital infrastructure and interfaced with laboratory information systems.Job Description

Job Summary

As an Informatics SSS, you will be a member of our Informatics Platform team with the following key focus areas:

Subject matter expert for assigned product(s) and Service lead for:

  • Product lifecycle management for service support including product and service performance metrics
  • Service documentation and technical content for training material
  • Continuous improvement and sustaining projects
  • Core team member or extended core team member for new product development projects
  • Resolution of globally escalated issues, supports front-line specialist serving customer in the regions
  • Interfaces with R&D on high complexity issues
  • Mentors less experienced SSS team members

Job Responsibilities

  • Leads resolution of globally escalated issues and functions as the liaison between service and other functions, leading the effort to determine root cause(s) for product performance issues, and provides timely feedback for product improvements
  • Supports technology used to interface with customer Laboratory Information Solutions (LIS) and Electronic Medical/Health Record (EMR/EHR) Systems
  • Configures, tests and deploys interfaces between client-specific Health Information Systems (HIS) and Laboratory Information Systems (LIS) and our proprietary software
  • Tracks service-related product health and service performance metrics and makes appropriate recommendations for continuous improvement and operational efficiencies
  • Works with the research and development and learning and development departments to develop technical service documentation necessary to perform product installation, repair, troubleshooting and maintenance.
  • Leads continuous improvement and sustaining projects with a primary focus on regional readiness and successful completion of field upgrades and software rollouts
  • As a Core Team member or Extended Core Team members, supports new product development projects, representing the voice of service, and ensures design for serviceability, regional field service readiness and product life cycle management to meet all functional and business objectives
  • Develops, implements and maintains overall customer support strategy for new and existing products based upon global service capabilities and commercial team initiatives
  • Is part of broader cross-functional teams within the organization and provides leadership to extended regional field service teams located around the world with a focus on enhancing service effectiveness and customer experience
  • Maintains the departmental standards of performance and promotes a safe working environment throughout the organization
  • The primary working hours are Eastern US time zone, but the person must be able to support our regional partners outside of that time zone when required
  • The person must be able to travel internationally for escalated support or training, if needed, with domestic/international travel up to 15% of the time

Skills And Competencies

  • Problem Solving, Analytical Skills and Professional Judgement:
  • Demonstrates ability to use a combination of logic, analysis, experience, and methods to make sound, timely decisions and solve problems by creating effective solutions
  • Decision Making Quality: Independently defines parameters to make good decisions, acting on what is important
  • Courage & Independence: Executes tasks and decision-making with independence, self-correcting as needed with timely communication to management
  • Action Oriented: Skilled at identifying challenging tasks and seizes opportunity to contribute when success is attainable
  • Flexibility: Applies procedural flexibility where context allows to meet the needs of a specific situation or a client’s needs
  • Process and Service Acumen: Well versed in service-related processes and service engineering with ability to navigate within a matrixed organization Process Effectiveness: Identifies efficient ways to design and implement process improvements, seeking guidance as needed with complex processes
  • Dealing with Ambiguity: Decides and acts without having the total picture. Handles risk and uncertainty comfortably.
  • Strategic and Tactical Planning:
  • Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demand
  • Demonstrates sound project management capabilities, with limited scope, to design, implement, and optimize service support strategies, for new product launches and field upgrades throughout the world
  • Accurately determines the length and difficulty of tasks and projects by breaking down into process steps and sets priorities to accomplish goals
  • Communication Skills:
  • Good presenter in formal and informal presentation settings, including one-on-one, small and large groups, maintaining attention and managing group process during the presentation
  • Composure: Works well during periods of sustained stress, independently managing the effects of strong emotions
  • Influencing Others: Develops influential strategies, adapting presentation or discussion to appeal to the interest of others. Applies thoughtful action to achieve a specific impact
  • Organizational Agility: Awareness of organizational culture, knowing how to effectively navigate within a matrixed environment, and understands the origin and reasoning behind key policies, practices, and procedures

Minimum Qualification

Education and Experience:

  • Bachelor’s Degree in Computer Science, Information Technology, Health Informatics, Technical Engineering, Biomedical Engineering, or Systems Engineering or related education or equivalent work experience.
  • Minimum of 3 years' professional experience including leading teams in Health Informatics Solutions, Information Technology, or Systems Integration-related projects, Experience with service, installation, configuration and troubleshooting of IT, Networking and Software.
  • Minimum of 2 years' experience with LIS and EMR/EHR integration configuration and support needs.
  • Minimum of 2 years' experience in ASTM and HL7 messaging.
  • Proficient knowledge of interface engine technologies/workflow
  • Proficient knowledge of Windows Server environments including Active Directory.
  • Proficient knowledge of network hardware and network routing.
  • Knowledge and experience with SQL databases, writing queries and reporting.
  • Familiarization and experience with basic DOS commands.
  • Experience in technical training delivery and authoring technical documentation.
  • Intermediate knowledge of statistics and statistical analysis.
  • Experience in a customer-facing consulting role.


  • Advanced degree in related field.
  • Service Engineering, Technical Field Service, Technical Support, Manufacturing, R&D, Laboratory Clinical Operations, New product development or other relevant experience.
  • Intermediate or advanced knowledge of Healthcare Information Technology, especially with medical device hardware and software cybersecurity rules and regulations.
  • Agile values, principles and practices.
  • Experience working and traveling in a global role.
  • SAP, ServiceMax and/or Salesforce CRM.

Culture And Benefits

Here at BD, we embrace a growth mindset, building capabilities for the future and helping you become the best version of yourself. We offer our employees a clear direction and career pathway for development. We pride ourselves on our transparent and rigorous talent processes that are inclusive, deeply embedded in trust, aligned with our culture, and enable us to achieve strategic imperatives of the organization. Our leaders are committed, engaged and accountable to making talent our top priority.

How To Apply

Submit your application by clicking on the “apply” button at the top of the page.

BD and Covid-19: To ensure the safety of our associates, BD supports remote work where possible. This position is based in the listed location, but is temporarily remote-based due to Covid-19. Any offer of employment is contingent upon the candidate reporting to work at the site if/when associates are requested to return to the workplace. 

Primary Work LocationMYS Kuala Lumpur - Jalan KerinchiAdditional LocationsWork Shift

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