Sr Analyst, IT Ops Services

hace 2 días

Provincia de Cartago, Costa Rica Edwards Lifesciences A tiempo completo

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. For more than 60 years, we have established a remarkable track record around that innovation: Work that enables clinicians around the world to enhance and save lives. We are experiencing massive growth, and this is your opportunity to make a big impact.

The Sr. Analyst will be responsible for managing, implementing and facilitating the end to end process and the resolution of major incidents reported through IT including the ServiceNow platform including problem management and root cause analysis. This position requires excellent facilitation, communication, problem-solving, and analytical skills to provide efficient and effective support to internal IT team members and stakeholders. The Sr. Analyst will collaborate closely with technical teams, stakeholders, and customers to ensure timely resolution of major incidents.

**Key Responsibilities**:

- Develop, create, and implement IT processes and policies as it relates to major incidents, problem management and root cause analysis.
- Coordinate, receive, document, and manage major incidents reported across IT; communicating with stakeholders and customers regarding incident status, resolution follow up actions.
- Analyze and prioritize incidents based on urgency and impact.
- Acts as the main point of contact/SME for major incidents, problem management and root cause analysis; collaborating with technical teams to resolve incidents and restore services.
- Maintain incident records and documentation in the ServiceNow platform.
- Develop and maintain key performance indicators, dashboards, and metrics.
- Identifies opportunities for process improvements. Other duties as assigned by Leadership

**Education and Experience**:

- Bachelor's degree in C omputer Science, Information Technology or Related Field.
- 4 years' experience previous related experience required.
- Certification Major Incident Management (preferably).

**Additional Skills**:

- Experience working in a FDA regulated environment.
- Intellectual Skills: Analytical, detail-oriented, organized and an information seeker.
- Interpersonal Skills: Adaptable, collaborative, ethical, persistent, effectively manages stress and a team player.
- Must possess good written and oral communication skills.
- Must be able to establish and maintain effective working relationships with IT staff.
- Ability to use Microsoft Excel, PowerPoint and Word.
- Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives.
- Familiarity with Agile and DevOps methodologies, Service Level Management and Service Request Management, and ServiceNow modules (e.g.: service catalog, change management and problem management).
- Experience with IT service management tools and technologies.
- Knowledge of ITIL incident management processes and procedures.
- Strong customer service orientation and attention to detail.
- Excellent organization and time management skills.
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

About Edwards Lifesciences

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 18,500 individuals worldwide.

For us, helping patients is not a slogan - it’s our life’s work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.

COVID Vaccination Requirement

**For United States Applicants Only**:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

**Know your Rights**: Workplace Discrimination is Illegal Poster
Disability accommodation for employment applicants
Edwards E-Verify
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act (EPPA)
Pay Transparency Notice

  • Analyst, It Ops Services

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    **Key Responsibilities**:- Develop region-specific native language course material and communications (training material, web-based training, videos)- Deliver one-on-one and custom training in region-specific native language- Provide support and training- Serve as regional Focal/VoC to ensure consistent global training- Work with the SMEs in regard to...

  • Prin Analyst, It Ops Services

    hace 11 horas

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    Develop, create, and implement IT processes and policies as it relates to Change Management/Control, Compliance, Governance, and Vendor Management.Analyze and determine the appropriate course of action for non-compliance/conformance deviations**Key Responsibilities**:- Leads and provides guidance in developing, creating, and implementing IT processes and...

  • Sr Analyst, Business Solutions

    hace 5 días

    Provincia de Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    Develops, implements, and sustains IT solutions to business problems to improve business processes, develop systems and policies, improve user proficiency, and promote system adoption in collaboration with key stakeholders. **Key Responsibilities**: - Leads efforts to reengineer and optimize business processes and systems by assessing business needs and...

  • IT Technician

    hace 1 semana

    Provincia de Cartago, Costa Rica Coloplast A tiempo completo

    **Location**: Cartago, Costa Rica, CR **Job Family**: Manufacturing **Country/Region**: Costa Rica **Job Function Summary**: This person will provide support in all the maintenance activities of the Server Room, like, rack cleaning, arrange/install/replace/punching/labeling of network cables, also will provide support on the maintenance tasks of the...

  • IT Finance Fcpr Analyst Job

    hace 6 días

    Provincia de Alajuela, Costa Rica Boston Scientific Corporation A tiempo completo

    **IT Finance FCPR Analyst Job**: Remote Eligible: Remote in Country Onsite Locations(s): Alajuela, A, CR Additional Locations: Costa Rica-Coyol **Additional Locations**: Costa Rica-Coyol; Costa Rica-Heredia **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - High Performance** At Boston Scientific, we’ll give you the...

  • Digital Media Operations Associate

    hace 5 días

    Provincia de Cartago, Costa Rica Launch Potato A tiempo completo

    **WHO ARE WE?** Launch Potato is a digital media company with a portfolio of brands and technologies. As The Discovery and Conversion Company, Launch Potato's mission is to be the most innovative, tech-enabled media company connecting consumers to the world's leading brands. The company is headquartered in vibrant downtown Delray Beach, Florida, with a...

  • Sr. Technol It

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    Provide on-site IT related Hardware support to assist in the installation, integration and maintenance of computing devices.**Key Responsibilities**:- Define Lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists- Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment and...

  • Senior Payroll Business Analyst

    hace 1 día

    Cartago, Costa Rica Boston Scientific A tiempo completo

    Additional Locations:  Costa Rica-Coyol   Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance   At our company, we value diversity and believe it is our greatest strength.We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities.Our belief is...

  • Sr. Architect

    hace 5 días

    Provincia de Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    **Key Responsibilities**: Develop strategies, policy and standards to protect company information and technology assets for enterprise and manufacturing sites. Perform threat identification and mitigation activities using industry leading security controls and tools sets. Advance Edwards’ cyber threat and vulnerability management program to ensure...

  • Intern - (Analyst, Business System) Job

    hace 6 días

    Provincia de Alajuela, Costa Rica Boston Scientific Corporation A tiempo completo

    **Intern - (Analyst, Business System) Job**: Remote Eligible: Hybrid Onsite Locations(s): Alajuela, CR Additional Locations: N/A **Additional Locations**: N/A **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - High Performance** At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by...

  • Senior Business Analyst

    hace 1 día

    Cartago, Costa Rica Boston Scientific A tiempo completo

    Additional Locations:  Costa Rica-Coyol   Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At our company, we value diversity and believe it is our greatest strength.We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities.Our belief is...

  • It Supporter

    hace 1 día

    Cartago, Costa Rica Coloplast A tiempo completo

    **Location**:Cartago, Costa Rica, CR**Job Family**: Information Technology**Country/Region**: Costa RicaWe are looking for Global IT who is responsible for all IT in Coloplast - across sites and functions.We support our colleagues and to cooperate with them on how to make the best technology decisions.In Global IT, we take care of everything from supporting...

  • Sr Coord, It Support

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    In a help desk/call center environment, serves as the single, initial point of contact for end users.Logs all relevant incident and service request details.Provides first line investigation and diagnosis.Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate.The primary objective of this role is to restore...

  • It Business Analyst

    hace 1 día

    Cartago, Costa Rica Boston Scientific A tiempo completo

    Additional Locations:  Costa Rica-Coyol     Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance  At our company, we value diversity and believe it is our greatest strength.We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities.Our belief...

  • Sr Coord, It Support

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    In a help desk/call center environment, serves as the single, initial point of contact for end users.Logs all relevant incident and service request details.Provides first line investigation and diagnosis.Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate.The primary objective of this role is to restore...

  • Intern-prod Support Technical Analyst Job

    hace 6 días

    Provincia de Alajuela, Costa Rica Boston Scientific Corporation A tiempo completo

    **Intern-Prod Support Technical Analyst Job**: Remote Eligible: Hybrid Onsite Locations(s): Alajuela, CR Additional Locations: Costa Rica-Coyol **Additional Locations**: Costa Rica-Coyol **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - High Performance** At Boston Scientific, we’ll give you the opportunity to...

  • Architect, Business Systems

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    You will make an impact by...- Be a Subject Matter Expert (SME) in business processes in the area of responsibility (Manufacturing and QA).Lead efforts to reengineer and optimize business processes and systems.- Lead, identify, design and implement information systems to meet business process requirements.Demonstrate a strong bias to configure commercially...

  • Process Calibration Engineer

    hace 1 día

    Provincia de Cartago, Costa Rica Coloplast A tiempo completo

    **Ubicación**: Cartago, Costa Rica, CR **Familia de puestos**: Control de Calidad **País**: Costa Rica Job function summary Process Calibration Engineer routinely ensures test of equipment and instruments to check that the reading and output meet expected results. If a deviation is found, Process Calibration Engineer will ensure that the equipment will...

  • It Support Team Leader

    hace 1 día

    Cartago, Costa Rica Coloplast A tiempo completo

    **Location**:Cartago, Costa Rica, CR**Job Family**: Information Technology**Country/Region**: Costa RicaWe are looking for IT Support Team Leader who is responsible for IT in Coloplast - across all sites and functions.Global IT Professionals work out 12 countries with Denmark and Poland being the largest IT hubs.In Global IT, we take care of everything from...

  • Arch, Business Systems

    hace 1 día

    Cartago, Costa Rica Edwards Lifesciences A tiempo completo

    **Key Responsibilities**:- Be a Subject Matter Expert (SME) in business processes in the area of responsibility (Manufacturing and QA).Lead efforts to reengineer and optimize business processes and systems.- Lead, identify, design and implement information systems to meet business process requirements.Demonstrate a strong bias to configure commercially...