דרושים Service Desk Operations & Transformation Lead ב-Boston Scientific ב-El Salvador, Lourdes

Costa Rica-Heredia

Hybrid Roles:

About the role:

Leads the operations of the global IT service desk while managing the strategic transformation of services through the adoption of AI and automation technologies. This role ensures effective day-to-day service delivery, drives continuous improvement, and fosters a culture of innovation aligned with enterprise IT goals.

Responsibilities:

• Lead and coach service desk agents, fostering teamwork, professional growth, and a strong service culture.
• Ensure high-quality support by monitoring performance, meeting SLAs, and improving customer satisfaction.
• Coordinate the introduction of AI tools, ensuring smooth integration with traditional operations.
• Manage operations with a project management approach: plan, track progress, mitigate risks, and communicate with stakeholders.
• Drive change management efforts, ensuring agents are supported, trained, and engaged during the transformation.
• Serve as a key contact for IT leadership and business partners, providing updates on progress and opportunities.

Minimum Requirements

• Bachelor’s degree in computer science or related field.
• 5+ years in Service Desk leadership or IT support management.
• Strong leadership, coaching, and communication skills.
• Experience with ITIL practices, service desk tools (e.g., ServiceNow), and KPI/SLA management.
• Familiarity with AI, automation, or digital transformation is a plus.
• English advanced (B2+)

Costa Rica-Heredia

Available Internship

Academic background: Administration, Finance, Foreign Trade, International Relations.

Fluency in English at a level of 80% is required, along with advanced Microsoft Office skills.

This temporary internship, lasting 6-12 months, requires university enrollment throughout the duration.

Desirable qualifications include knowledge in APICS Certification, Basic Microsoft Office, SAP, Inventory Analysis, and Planning.

Duration and Weekly Hours:30 – 32 hours per week.

The internship environment is hybrid 3 days a week in Heredia.

What We Offer

Economic subsidy

On-site meal subsidy

Transportation assistance

2. You'll receive a FORM to fill out for requirements check.

Costa Rica-Heredia

Your Responsibilities Include:

• Identifies opportunities to improve the efficiency and effectiveness of the payroll systems and process being examined (process improvement/reengineering projects).
• Evaluates internal control systems and recommends improvements in controls (control projects).
• Works with the business stakeholders (payroll, HR, technology & finance) to plan the project, draft project reports and conduct the fieldwork, which includes interviews, process flow determination, critical analysis of activities as value added/non-value added, financial analysis, system data analysis and transaction testing.
• Monitors/supports payroll runbook activities and supports troubleshooting
• Responsible for testing, documentation and deployment of configuration changes
• Manage system access and responsible for internal/external audit requests
• Participates in special projects as they arise, including compliance reviews, financial audits, and due diligence reviews.

What we're looking for:

• Bachelor’s degree in information systems, Business Administration, or related field
• 3 years of experience in payroll systems experience
• English Level: C1
• Proficiency in payroll software systems.
• Strong analytical skills and attention to detail.
• Proficiency in SAP/ECP, SuccessFactors.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational and time management skills.
• Proactive approach to problem-solving and process improvement.
• Ability to handle confidential information with integrity.

Work Environment

The work environment is hybrid 3 days a week in Heredia.

Please submit Resume in English

Costa Rica-Heredia

Hybrid Roles:

About the role:

Supports the Payroll Service Center in executing special projects and enterprise-wide initiatives that impact service delivery. Operates independently, applying advanced customer service, workforce management and payroll expertise to uphold standard operating procedures, ensure compliance with local legal and regulatory requirements, and design and implement robust audit methodologies. Leads initiatives to enhance service center efficiency and accuracy, with a focus on service quality and customer experience. Core responsibilities include payroll and workforce management case management, administration of employee time records through submission to payroll and validating results through established audit controls and confirming service outcomes. Drives continuous improvement, standardization, and operational excellence in collaboration with the organization’s outsourcing partner.

Your Responsibilities Include:

• Lead end-to-end payroll and workforce administration processes for assigned employee populations, ensuring accuracy, timeliness, and compliance with complex regulatory and internal policy requirements across multiple jurisdictions.
• Audit and optimize employee master data and system configurations, ensuring alignment with evolving business structures, compensation models, and compliance standards across HR and payroll platforms.
• Interpret and apply statutory, SOX, and internal control frameworks, proactively identifying risks and implementing corrective actions to maintain audit readiness and operational integrity.
• Serve as the primary liaison for internal and external audits related to workforce administration, leading data preparation, issue resolution, and communication with auditors and compliance stakeholders.
• Deliver strategic reporting and insights on workforce operations, and compliance metrics to inform leadership decisions and drive continuous improvement.
• Drive system enhancements and annual maintenance cycles, partnering with IT, HRIS, and vendor teams to test, validate, and implement upgrades that improve service center efficiency and data accuracy.
• Mentor and support junior analysts, providing technical guidance, peer review, and knowledge sharing to build team capability and ensure consistency in service delivery.

What we're looking for:

• Bachelor’s degree in Accounting, Finance, or related field
• 3-5 years of customer service
• Level desired: Intermediate
• Preferred Qualifications: UKG Pro, ECP, ADP
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational and time management skills.
• Proactive approach to problem-solving and process improvement.
• Ability to handle confidential information with integrity.

Work Environment

The work environment is hybrid 3 days a week in Heredia.

Please submit Resume in English

Benefits • Life-Work Integration • Community • Career Growth

Hybrid Roles:

About the Role:

This position requires a strategic thinker who can manage day-to-day operations while also contributing to long-term initiatives that enhance the end-to-end Customer-to-Cash experience. The Senior Supervisor will work closely with cross-functional teams and internal stakeholders to ensure service delivery excellence and continuous improvement.

Team Leadership & Development

• Lead, coach, and develop a team of collections support specialists, promoting a culture of ownership, collaboration, and continuous learning.
• Design and implement structured onboarding and training programs to ensure consistency and readiness across all team members.
• Provide regular feedback and performance evaluations, supporting individual growth and team development.
• Encourage cross-training and knowledge sharing to build a flexible and resilient team.

Operational Oversight

• Oversee the execution of core support functions including ticket resolution, order processing, credit card transaction handling, and system updates.
• Ensure timely and accurate completion of tasks across platforms such as Salesforce, Ariba, Coupa, GetPaid, and SAP.
• Monitor team workload and adjust resource allocation to meet service level expectations and business priorities.

Process Optimization & Documentation

• Develop and maintain Detailed Task Procedures (DTPs) and work instructions to standardize operations and support scalability.
• Identify opportunities for automation and lead initiatives to streamline manual processes and improve team efficiency.
• Collaborate with cross-functional teams to align support processes with best practices and evolving business needs.

Performance Management & Reporting

• Define and track individual and team KPIs aligned with organizational goals.
• Build and manage Power BI dashboards and Salesforce reports to monitor productivity, ticket volume, and resolution trends.
• Use data insights to identify bottlenecks, recommend improvements, and support strategic decision-making.

Stakeholder Engagement

• Serve as a key point of contact for internal stakeholders including U.S. Collections, Customer Care, and Finance teams.
• Support escalations and collaborate with internal customers to resolve complex issues and improve service delivery.
• Facilitate regular team meetings and communication channels to ensure alignment and transparency.

Required Qualifications:

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
• Minimum 5 years of experience in Accounts Receivable, Collections, or Customer-to-Cash operations.
• Demonstrated experience in team leadership and performance management.
• Proficiency in Salesforce, SAP, GetPaid, and Microsoft Office (especially Excel (V-lookup, pivot table etc., and Power BI).
• Strong written and verbal English skills enabling effective communication across global teams.
• Excellent analytical, organizational, and interpersonal skills.

Preferred Qualifications:

• 3+ years of relevant working experience in the medical device or healthcare industry.
• Familiarity with automation tools such as Power Automate or similar platforms.
• Experience managing remote or cross-functional teams.
• Ongoing or completed postgraduate studies (e.g., MBA or equivalent).
• Strong stakeholder engagement and change management capabilities.

Costa Rica-Heredia

Hybrid Roles:

Key Responsibilities

• Supervise the HRSD Support team (to be organized by country/language).
• Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc.
• Participate in the development of a Service Delivery cross-training plan and ensure team members become appropriately trained.
• Escalation points for support team to resolve complex issues.

• Monitor tickets, activities & performance of the team daily.
• Ensure strong quality as well as productivity standards & accountability within the team.
• Coach team members to drive improvements and service standards.
• Build strong relationships with key customers & partners (HR Service Center (HRSC), Employees & HR community) to meet end-user expectations.
• Partner with the HRSC and LATAM HR Team to the tiered governance structure.
• Execute continuous improvement activities across HRSD Support Team and support HR Center of Excellence (CoEs) to improve core HR processes.
• Support Service delivery analysts in issue resolution by providing information on root-cause analysis and execute intervention plans to address issues systemically. Act as point of escalation for any issue resolutions with HR services provided.
• Participate in and represent LATAM region in regular HR Service Delivery activity/performance review meetings.
• Ensure work is supported by appropriate documentation which is reviewed, updated, and maintained on a routine basis.
• Partner with Regional Process Lead to ensure appropriate processes are in place.
• Support optimization and updates to HR processes (methods & procedures) working with the HRSC.
• Track Service Level Agreements (SLAs) and measure achievement against team/individual performance criteria.
• Monitor cases to ensure quality and consistency across LATAM by providing feedback and coaching HR Service Delivery Support team where necessary.
• Ensure services are delivered in compliance with corporate policies and procedures or any other federal / country regulation as requirements.
• Ensure that the HR Service Delivery Support team prioritizes activities in accordance with SLAs/Key Performance Indicators (KPIs).
• Oversee the dispatching of cases within the HRSD Support team.
• Monitor the volume of cases and activities against available resources.
• Escalate and solve difficult cases and manage customer relationships where necessary.
• Lead, develop and coach Support the team in their professional development needs by ensuring they receive ongoing regular feedback, training and help in identifying, supporting and achieving agreed development objectives.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration or related field.
• At least 5+ years of experience preferably in Talent Acquisition, Total Rewards, Benefits administration, HR Shared Services.
• Experience managing and coaching a team.
• Language skills required English level C1 and Portuguese highly desired.
• Strong communication and writing skills in English and desirable in Portuguese.
• Experience with Workforce and case management systems, preferred experience with SuccessFactors and ServiceNow.
• Experienced in MS Office Applications (Excel, Word, PowerPoint).
• Analytical & problem-solving skills.
• Please submit resume in English.

Additional Qualifications & Competencies:

• Customer service orientation: ability to provide excellent support and service to internal and external clients
• Attention to detail: Ensuring accuracy and thoroughness in all tasks
• Team Collaboration: Ability to work effectively within a team and across departments
• Adaptability: Flexibility to handle changing priorities and workloads
• Leadership skills: ensure and assist the team to achieve business goals.

Costa Rica-Heredia

Hybrid Roles:

About the role:

The Payroll Process Analyst supports the Payroll Operations Manager in all special projects and company initiatives that impact the payroll organization. The Payroll Process Analyst works independently and applies advanced payroll principles and knowledge to ensure standard operating procedures are followed, compliance to all local legal requirements relating to payroll, manages payroll efficiency and accuracy initiatives. Primary responsibilities for this position include pay results validation and confirmation using applied audit principles and designed controls. Develop, manage and implement continued process improvement initiatives, standardization.

Your Responsibilities Include:

• Ensure timely and accurate payroll processing for all employees, in compliance with legal requirements and internal policies, using sound judgment to resolve routine and moderately complex issues.
• Execute expatriate payroll processing in accordance with standard operating procedures, ensuring accuracy and compliance with global mobility requirements.
• Maintain and update payroll data, including cost centers, badges, shift patterns, work centers, one-time payments, and employee tax setup details, to support accurate payroll execution.
• Apply working knowledge of UKG Pro pay rules to ensure proper interpretation and application in payroll calculations and issue resolution.
• Perform end-to-end payroll cycles across various pay types (e.g., biweekly, monthly commissions, annual bonuses, off-cycle payments), ensuring adherence to established timelines and controls.
• Support annual system maintenance activities, including testing and validation of system upgrades and updates, in collaboration with technical and functional teams.
• Maintain payroll controls and documentation, responding to audit requests and ensuring readiness for internal and external reviews.
• Collaborate with cross-functional teams to support payroll-related projects of moderate scope, contributing to process improvements and operational efficiency.
• Engage with internal stakeholders and external vendors using professionalism and tact to resolve issues and support service delivery.
• Provide guidance to less experienced team members, sharing knowledge and supporting team development.

What we're looking for:

• Bachelor’s degree in Accounting, Finance, or related field
• 2-5 years of payroll processing preferred
• Level desired: Intermediate
• Preferred Qualifications: ECP Payroll, UKG Pro/ Kronos, ADP
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational and time management skills.
• Proactive approach to problem-solving and process improvement.
• Ability to handle confidential information with integrity.

Work Environment

The work environment is hybrid 3 days a week in Heredia.

Please submit Resume in English

Benefits • Life-Work Integration • Community • Career Growth