E2E Concerns Analyst

The E2E Concerns Analyst role is dedicated to supporting the End-to-End (E2E) case management process by providing essential support to the E2E Concerns Senior Service Manager while being an integral member of the Operations team. In this role, you will develop into a Subject Matter Expert (SME) in E2E Concerns and Investigations Management. You will manage privileged cases, offer technical support, facilitate collaborative meetings, conduct data analysis, engage stakeholders through content posting, and develop training materials. Ultimately, the role aims to drive continuous improvement in service quality, data management, and stakeholder engagement within the Investigations Community of Practice (ICoP).

Key Responsibilities:

• Service Delivery and Incident Management: Ensure the timely and efficient provision of Speak Up and concerns management services to reporters, investigation teams, and stakeholders. Monitor and support the timely resolution of daily incidents submitted through multiple intake channels.
• Point of Contact for Privileged Cases: Serve as the primary point of contact for all privileged cases and actions, ensuring proper handling and confidentiality.
• System Support and Maintenance: Support and maintain the access, operation, and performance of Case IQ, including contributing to product development and troubleshooting issues to provide second-line technical support.
• Process Expertise and Access Management: Apply and provide guidance on the End-to-End (E2E) Concerns and Investigations Management process, serving as the Subject Matter Expert (SME). Oversee and manage system access to support key stakeholder functions effectively.
• Collaboration and Meeting Facilitation: Collaborate with the EY team to manage daily operational tasks and handle all privileged cases and actions. Participate in the rotation with the team to facilitate the Concern and Incident Review Committee (CIRC) meetings twice a week, ensuring smooth operation and coordination.
• Data Analysis and Reporting: Conduct data analysis to enhance data quality and suggest process and service improvements. Provide comprehensive reporting and intelligence to key business stakeholders, including quarterly and ad hoc reporting requests.
• Content Posting: Help post topics and quick tips to Workvivo and Case IQ to keep the Investigations Community of Practice (ICoP) informed and engaged.
• Telephony and System Improvements: Support the Speak Up telephony provider and testing services, identifying opportunities for improvement. Assist in developing, coordinating, and maintaining system enhancements, including User Acceptance Testing (UAT).
• Training Materials Development: Develop, maintain, and update system training and Operations materials in collaboration with the training function to ensure comprehensive and accurate training resources.

Basic Qualifications:

• 3+ yrs relevant qualifications and/or experience in customer service, operational support, or system support.
• Experience with Microsoft Office suite, particularly Excel and PowerPoint.

Preferred Qualifications

The following characteristics are highly desirable:

• Proactive, "can do" attitude and a collaborative team player who continuously seeks ways to add value and help the organization achieve its goals.
• Effective time management and ability to prioritize multiple tasks and projects.
• Keen attention to detail.
• Strong technological aptitude; able to quickly learn and deploy new technological features.
• Proficient in influencing and effectively communicating with stakeholders at all organizational levels and across geographies.
• Experience in working with third-party vendors.
• Inquisitive and strong investigative, analytical, and problem-solving skills, with the capacity to make well-informed decisions based on available information.
• Ability to lead or support continuous improvement initiatives.

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

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