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Abbott IT Business Consultant, Customer Service in Alameda, California

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

Over the past few years, Abbott has undertaken a dynamic transformation spanning its innovative products to its technology infrastructure. With leading medical devices like Xience Sierra, FreeStyle Libre and CardioMEMS, among others, Abbott and the patients we serve live in an increasingly advanced world. Moreover, Abbott’s strategic acquisitions in 2017 of St. Jude Medical and Alere have amplified the breadth and complexity of its business.

Primary Job Scope:

  • Responsible for building and maintaining expertise in Global Customer Service.

  • Understand Call Centers business processes, technology interactions sales, marketing, quality and post-market surveillance as well as other related business and software life cycle processes.

  • Proactively analyzes business processes; elicits, analyzes, and documents business requirements; identifies alternative solutions, assesses feasibility and makes recommendations typically seeking to exploit and leverage new or existing IT technology components and takes into account regulations relevant to the business area.

  • Proactively identifies areas of opportunity to apply IT for new business opportunities, process improvement, and cost efficiencies.

Core Responsibilities:

  • Day-to-day divisional consultant/analyst for translating Global Customer Service needs into aligned IT solution proposals.

  • Provides insight to the business units on how to best develop and leverage IT capabilities for the organization.

  • Drives successful project execution through a cross-functional Agile team.

  • Perform or aid in the analysis, requirements specification, design, and implementation of systems and programs for the area of expertise. Influence and partner with business leaders (Manager, Director) to manage and align the process specific IT portfolio and explore IT synergies and efficiencies.

  • Proactively identifies areas of opportunity to apply IT for new business opportunities, process improvements, and cost efficiencies.

  • Lead project teams responsible for selection of technology strategy for specific business unit.

  • Responsible for compliance with applicable Corporate and Divisional policies and procedures. Responsible for assessing the compliance of system solutions with regulatory requirements, inclusive of validation.

  • Champions change and innovation. Stimulates creativity and innovation in others while being open to new ideas and supporting those who initiate change and take risks.

  • Recommends solutions assuring fit with business unit direction, strategy and priorities.

  • Closely collaborate with other disciplines like corporate IT, Engineering, and business process owners in the BU.

  • Collaborates with unit management and global BRM, on the portfolio of programs, projects, and applications, and ensures that long range planning and budgets are aligned.

  • Continually looks for opportunities for cost reductions and cost avoidance.

Minimum Qualifications:

  • Bachelor's degree.

  • 5+ years of IT or business experience in large or mid-sized multinational health care organization.

  • IT or business expertise in one or more areas specific to the supported business process.

  • Broad IT or business expertise in various disciplines like application development or cloud infrastructure.

  • Experience with large scale Salesforce Service Cloud implementations.

Preferred Qualifications:

  • Have successfully worked with a SCRUM Agile team, helping the business Product Owner size and prioritize business stories and ensuring the team is adhering to Agile principles.

  • Additional experience in setting IT or business strategy and business IT alignment. Strong project management skills.

  • Strong interdisciplinary, and excellent intercultural influence, and networking skills.

  • Strong influence and negotiating skills. Experience leading teams - both with direct staff and indirect project teams.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email