Sr. Business Process Analyst-User Success

Additional Locations: N/A 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 that your diversity enriches our work environment. As an equal opportunity employer, we wholeheartedly welcome applications from all qualified candidates, regardless of their background. Additionally, we have a Gender Equality Policy that reflects our commitment to fairness and equality in the workplace. Hybrid Roles: Boston Scientific's hybrid workplace includes WFH and onsite. You will have the opportunity to discuss details in the interview. About the Role The Sr. Business Process Analyst – User Success is a key member of the Lumos (PPM) Operations team and serves as the primary advocate for the user experience across the Lumos PPM platform. This role is responsible for ensuring users have access to the resources needed to successfully adopt and utilize the PPM system, timely communications, and effective training and support resources. The successful candidate will combine business process expertise, strong communication skills, user-centered thinking, and operational excellence to drive platform adoption, process consistency, and continuous improvement. This position partners closely with users, business stakeholders, PMOs, Finance, IT, and technical support teams to ensure a seamless and effective user experience across the enterprise. Key Responsibilities User Success & Support Operations * Manage and continuously improve user support channels, ensuring timely resolution of inquiries, requests, and issues. * Monitor support trends, identify recurring user challenges, and recommend solutions that improve user satisfaction and platform effectiveness. * Partner with technical teams to escalate, track, and communicate issue resolution and system updates. * Act as a trusted advisor to users by providing business processes and best practices. Business Process Ownership * Own and maintain end-to-end business process documentation supporting the PPM platform. * Collaborate with business and technical stakeholders to document, evaluate, and optimize business processes. * Develop and implement new processes, procedures, and standards to support evolving business needs. * Ensure process documentation remains accurate, current, and aligned with system capabilities and governance requirements. Training & Knowledge Management * Own the development, maintenance, and continuous improvement of all user training and reference materials. * Owns creation, individually or through a partner, of engaging, high-quality learning content, including job aids, knowledge articles, videos, presentations, and self-service resources. * Lead user onboarding and training initiatives to support the adoption of new functionality and process changes. * Ensure all training content remains current and aligned with system enhancements and business requirements. User Communications & Engagement * Develop and execute communication strategies that drive awareness, adoption, and engagement across the PPM user community. * Manage user-facing communication channels, including SharePoint sites, email communications, newsletters, Viva Engage communities, user forums, and support portals. * Create clear, concise, and impactful communications regarding system updates, releases, enhancements, outages, and process changes. * Facilitate two-way communication by gathering user feedback and translating insights into actionable improvements. Required Qualifications: * Bachelor’s degree in Communications, Business Administration, HR (Organizational Development, Training & Development), IT, or a related field. * English Level C1. * 5 years of experience in business process management, user support, communications, training, and enterprise application support. * Experience supporting enterprise-wide platforms and diverse user communities. * Proven ability to develop, document, and implement business processes. * Proficiency in Microsoft 365 tools including Power Platform and project management tools (MS Project or Smartsheet), with experience creating training and user-facing content. * Strong customer service orientation and organizational skills. * Ability to quickly learn new technologies and adapt to change. Preferred Qualifications: * Certifications in Change Management and/or Project Management (or equivalent experience). * Experience with enterprise PPM platforms (preferably Planisware). * Experience leading user adoption, communication, and training initiatives. * Knowledge of portfolio/project management and governance, with a focus on continuous improvement and operational excellence. Requisition ID: 630131 As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen. So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you! Benefits • Life-Work Integration • Community • Career Growth At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination, and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work. #CRTA #CRGH