.This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare. Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission. Summary The Customer Service SME/business product owner for Salesforce (CRM) is responsible for the implementation of new processes and systems according to the implementation roadmap for countries in scope. This responsibility includes the deployment of internal processes and tools as well as automation processes with third party service providers (order entry automation), ensuring that the new processes do not impact the level of service to hospitals, distributors, or patients at home. In this role, the Customer Service SME needs to collaborate with all relevant partners such as the Regional Lead, Global IT Product Owners, Project Managers, and local Customer Operations to deliver a successful solution that will contribute to reliable and consistent great customer experience every single day. Job Description: Fit/Gap: Support the organization of the fit/gap sessions. Collect information on business requirements and specific processes. Use business expertise to identify functional and process gaps. Conduct the Fit/Gap sessions with SMEs from other countries. Challenge specific local requirements and investigate if standard processes and functionality can be applicable. Together with Global PO's and PM's review the gap list and agree on importance and prioritization. Feedback to Regional lead, Management, other SMEs, and peers. Work with the Regional lead, Global POs, and PMs to document the requirements and validate the Epic/Story and the acceptance criteria. Participate in solution demos after each iteration, and provide feedback in collaboration with the Regional Lead, Global PO's, and PM's or accept the user stories based on acceptance criteria. Support the developers by clarifying requirements if needed in close collaboration with the Global PO's and PM's. Organize and conduct solution demos with SMEs and business partners. User Acceptance Testing: Support the organization of UAT sessions and independently run UAT with SMEs from other countries on Salesforce/JDE. Perform UAT testing. Clarify processes, new ways of working and system functionalities to peers, SMEs, and other team members. Organize and run triage and prioritization calls and work with regional lead, Global POs, and PMs to plan the epics/stories
