About this role
This role supports the performance of Philips’ technical service operations in North America by analyzing operational data and monitoring ServiceMax and PS Cloud (Certinia). The analyst partners with service and IT stakeholders to improve workflows, system adoption, data quality, and operational effectiveness.
Key Responsibilities
- Monitor ServiceMax and PS Cloud (Certinia) KPIs using operational data
- Optimize service workflows and improve system usage for adoption
- Gather requirements and coordinate user acceptance testing with IT
- Identify and resolve system or process issues and support CAPA with root cause analysis
- Maintain documentation and develop training materials to support change governance
Technical Overview
The scope includes KPI monitoring across ServiceMax and PS Cloud (Certinia), supporting system enhancements via requirements gathering and user acceptance testing (UAT), and using data analysis for CAPA and root cause identification. The role also manages documentation and training to drive change governance and adoption.
Ideal Candidate
The ideal candidate is a service operations and technical performance analyst with 5+ years (or 9+ without a degree) of experience supporting field service or technical service organizations. They are experienced analyzing operational data and KPI performance in environments using ServiceMax and PS Cloud (Certinia), and they have direct experience with Hospital Patient Monitoring service operations.
Must-Have Skills
5+ years of experience with a Bachelor’s degree or 9+ years experience in service operationsfield service supportbusiness systems analysisor related technical operations environmentExperience supporting Field Service or Technical Service operations in a Hospital Patient Monitoring product and software portfolio business is requiredMonitor ServiceMax and PS Cloud (Certinia) Key Performance Indicators (KPIs)Support system enhancements by gathering requirements and coordinating user acceptance testingSupport CAPA activities through data analysis and root cause identification
Nice-to-Have Skills
experience with ServiceMaxexperience with Certiniaexperience with Salesforceexperience with SAPparticipation in system implementationsprocess improvement initiatives
Tools & Platforms
ServiceMaxPS CloudCertiniaExcelSalesforceSAPtraining materials
Required Skills
service performance analysisoperational data analysismonitoring KPIsServiceMaxPS Cloud (Certinia)Excel reportinguser acceptance testingrequirements gatheringCAPA supportroot cause identificationchange governanceprocess documentationtraining materials
Hard Skills
service performance analysisoperational data analysismonitoring KPIsfield service workflow optimizationsystem adoption supportdata quality improvementrequirements gatheringuser acceptance testing (UAT)root cause identificationCAPA activities supportchange governanceprocess and system documentationtraining material developmentExcelreporting toolsServiceMax performance monitoringPS Cloud (Certinia) performance monitoringServiceMax and PS Cloud KPI monitoringbusiness systems analysissystem enhancements coordination
Soft Skills
cross-functional collaborationstakeholder influenceproblem solvingeffective communication (written and verbal)collaboration with technical service teamsability to partner with business and technical stakeholders
Keywords for Your Resume
Service Performance Analystservice performancetechnical service operationsNorth AmericaServiceMaxPS CloudCertiniaKey Performance Indicators (KPIs)operational datatechnician workflowsystem adoptiondata qualityservice operations leadersuser acceptance testing (UAT)requirements gatheringchange governanceCAPAroot cause identificationprocess and system documentationtraining materialsExcelreporting toolsfield service supportbusiness systems analysisHospital Patient Monitoringtechnical service
Deal Breakers
Experience supporting Field Service or Technical Service operations in a Hospital Patient Monitoring product and software portfolio business is required, Must be able to monitor ServiceMax and PS Cloud (Certinia) KPIs
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