Job Band: Job Band 11 (JB11)
Hiring Manager: Magaly Rodriguez
Lead Recruiter: Paulina Piotrowska
Country: Belgium
Our ability to grow, develop new capabilities and serve even more patients around the world depends on associates like you, who are passionate about our mission. Thank you for considering this new opportunity to further unlock your potential.
JOB SUMMARY
The OTC, Master Data (MD) and Inventory Planning (IP) Support Analyst is the subject matter expert for systems and processes supporting Order-to-Cash, Master Data and Inventory Planning activities across EMEA.
This role serves as the first point of contact for system-related issues, ensuring end-to-end follow-up through resolution. The analyst works closely with regional teams, IT and global stakeholders to support system stability, process improvements and the successful implementation of system enhancements.
The role also contributes to process ownership by documenting, reviewing and improving OTC, IP and MD processes, and by providing reporting and analysis to support efficient, compliant and customer-focused operations. (Strong Excel skills).
ESSENTIAL DUTIES AND RESPONSIBILITIES
Systems & Support
- Act as subject matter expert for all current and future OTC, MD & IP systems and interfaces used in EMEA.
- Maintain and continuously develop expertise in key systems, including:
- SAP
- ServiceMax
- Salesforce (SF)
- EveryAngle
- Contact Center Soft: Avaya
- Serve as first point of contact for EMEA users experiencing system issues; track, coordinate and follow up until resolution.
- Maintain an overview of all reported system issues, monitor status and follow up until resolution. Represent EMEA in global issue-resolution forums.
- Support testing of system developments in test environments prior to production rollout.
- Implementation of system developments or new systems in coordination with IT, Customer Relations Managers and global HQ.
- Key OTC contact to S4Hana EMEA SME.
Reporting & Data Analysis
- Develop and maintain operational reports and dashboards (e.g. Excel, Avaya statistics) to support management decision-making.
- Provide insights that support efficient order handling, invoicing, customer satisfaction and team performance.
- Maintain and enhance data quality and reporting accuracy.
Controls, Quality & Compliance
- Manage and monitor key OTC control activities
- Play an active role in internal and external audits by preparing documentation, addressing control findings
- Maintain documentation such as Standard Operating Procedures SOPs and Work Instructions (WIN), ensuring adherence to defined processes.
- Monitor relevant Key Performance Indicators (KPIs)
Training & Knowledge Sharing
- Provide ongoing training and coaching to system users and operational teams.
- Maintain and continuously improve the OTC Support SharePoint site in collaboration with the teams.
MINIMUM QUALIFICATION REQUIREMENTS
Education
Bachelor’s degree required, Masters is an advantage
Experience:
Required:
- Experience with SAP and OTC modules.
- Strong background in Order-to-Cash and Inventory Planning environments.
- Experience working in controlled environments with audit requirements.
- Strong communication and stakeholder management skills.
Preferred:
- Experience in training system users
- Exposure to CRM and call-center systems.
- Data analysis, reporting and dashboard development experience.
Skills
- Advanced MS Excel skills (pivot tables, dashboards, macros) and strong data management capabilities.
- Advanced knowledge of Power BI (DAX, Power Query).
- Analytical, structured and detail-oriented mindset.
- Strong organizational and follow-up skills. In line with Terumo's Core Values:
- Respect – Appreciative of others
- Integrity – Guided by our mission
- Care – Empathic to patients
- Quality – Committed to excellence
- Creativity – Striving for innovation
- Languages: English and at least one additional European language.
- Positive, collaborative and professional attitude
ADDITIONAL INFORMATION
- Location: Brussels & Leuven Offices EMEA
- Reporting to: Supervisor OTC & IP Support, Master Data.
Job Segment: Help Desk, Information Technology, Call Center, Developer, Sharepoint, Technology, Customer Service
