System Analyst – Applications And IT Services (1 Year Contract)

System Analyst – Applications And It Services (1 Year Contract)

Cochlear's mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

Cochlear, a global leader in implantable hearing solutions, is seeking a System Analyst to provide advanced technical support for applications and IT services, ensuring timely and effective resolution of incidents and problems. This role is essential to maintaining system reliability and user satisfaction across the Connected Care platform.

Functionally, the role supports the American time zones, with a specific focus on Connected Care IT issues in the CNA and LATAM regions. It operates under the direction of the Senior System Analyst based in the United States and plays a key part in strengthening regional collaboration and responsiveness. This is a 1 year fixed-term contract position, and will operate out of our Panama office, with a hybrid environment of being in-person and remote work-from-home.

Key responsibilities include:

• Applications support - Provides second-level support for enterprise applications, ensuring timely issue resolution and minimal downtime. Collaborates with operations and development teams to address defects and enhancement requests, maintains support documentation, and assists users with application-related queries.
• Incident management - Manages the end-to-end incident lifecycle, including accurate logging, tracking, and resolution within agreed service levels. Conducts root cause analysis, communicates incident status to stakeholders, and identifies trends for proactive improvement.
• Problem management - Investigates and resolves recurring issues by implementing long-term solutions. Coordinates with development and operations teams, documents problem resolutions, and ensures timely completion of problem management activities.
• Configuration management - Maintains accurate configuration items and manages controlled changes to minimize service disruption. Works closely with deployment teams to ensure configurations are correctly applied and documented.
• Stakeholder relationship management - Builds and maintains strong relationships with key stakeholders by understanding their needs, managing expectations, and providing regular updates. Facilitates effective communication and offers guidance on IT services and processes.

Requirements include:

• Minimum: Bachelor's degree in computer science, IT, or related field preferred, OR equivalent job experience substitutable.
• Fluency in English and Spanish required.
• Minimum 3 years' experience in an application support environment.
• Experience in supporting or working with Salesforce or similar CRM platforms.
• Strong problem-solving and troubleshooting skills.
• Proficient functional knowledge and sufficient technical knowledge.
• Demonstrated experience in improving systems and processes within a commercial environment.
• Ability to consult across business levels and functions.
• Responsiveness to customer needs.
• Excellent interpersonal and communication skills.
• Ability to work independently.

Preferred:

• Degree in Information Technology or related field.
• 3 years' experience supporting or implementing application modules.
• Experience with Salesforce Health Cloud is desirable.
• Experience in a global company is advantageous.
• Demonstrated experience in project and change management.

A fast paced and dynamic work environment in a global medical technology company. Opportunity to collaborate with teams across regions and take on responsibilities and cross-functional coordination with global IT teams. Growth and learning opportunities in supporting Cochlear applications, developing Change Management skills, and more!

If you have system analyst experience and a passion for bridging between IT and customer-facing teams, apply now and join Cochlear!