Backend Operations Associate

Suggested Job Title

Backend Operations Associate – Installed Base / ServiceNow / SAP Support

Alternative titles:

Installed Base Backend Support Specialist – Entry Level
IB Backlog Operations Analyst – Contingent
Backend Data Operations Associate – IB & ServiceNow Support

Job Description

We are looking for an entry-level or contingent backend operations resource to support Installed Base activities, backlog clearance, and backend transaction follow-up across SAP, ServiceNow/SNow, ZUENRICH, and IPCR-related workflows.

The role will support day-to-day operational execution for Installed Base registration and backlog management, especially for pending ZUENRICH open lines, INIT/ERR cases, IPCR items, and CII orders involving materials starting with 779*. The position is intended to build capability over time through structured training, knowledge transfer, and operational handholding from existing subject matter experts.

This role will sit within the backend operations team and will provide dedicated focus on the IB backlog to ensure items are reviewed, corrected, followed up, and processed in a timely manner. The role is suitable for a junior profile with strong attention to detail, willingness to learn SAP/ServiceNow processes, and the ability to follow defined operational procedures.

Business Context

The IB activity has been transitioned from the PCC Lodz IB team to receiving operational teams, and weekly backlog reporting has shown that ZUENRICH open lines are higher than expected. The team has been requested to check and work on INIT and ERR items so IB can be registered correctly.

The current internal resource identified for ICCA/SNow IB work only has read-only SAP order access and does not yet have the system access or functional knowledge required to execute the activity independently. The email thread also notes that this activity likely requires a dedicated resource because the backlog needs continuous day-to-day ownership.

Key Roles and Responsibilities

1. Installed Base Backlog Management

Own the daily review and follow-up of pending Installed Base backlog items, including ZUENRICH open lines, IPCR lists, INIT items, and ERR items.

Track pending records from weekly backlog reports and ensure items are reviewed, actioned, or escalated based on defined process rules.

Focus on CII order backlog, especially materials starting with 779*, as these were specifically highlighted as increasing in recent weeks.

2. SAP and ServiceNow Backend Support

Review SAP order information required for Installed Base registration and backend validation.

Support ServiceNow/SNow or ICCA-related IB activities, depending on the final system direction.

Work with relevant system queues, tickets, reports, or backend records to identify missing, incorrect, or blocked information.

Coordinate with SMEs to understand whether the item requires correction, rerouting, registration, closure, or escalation.

3. INIT and ERR Resolution Support

Check ZUENRICH lines in INIT and ERR status.

Identify common causes of pending or failed IB registration.

Follow standard operating procedures to correct or move items forward.

Document recurring error patterns and share them with the team for process improvement.

4. IPCR Follow-up

Review IPCR lists shared as part of weekly IB report-outs.

Validate whether IPCRs are pending, blocked, already actioned, or require follow-up with another team.

Coordinate with the appropriate functional team to drive timely closure.

Maintain clear tracking of IPCR status, ownership, and aging.

5. Daily Operational Execution

Provide dedicated day-to-day focus on the IB backlog.

Maintain trackers for open, in-progress, resolved, blocked, and escalated items.

Ensure backlog items do not remain unattended due to lack of ownership.

Support operational continuity while the longer-term ServiceNow direction is being clarified over the next 6–9 months.

6. Coordination and Escalation

Work with internal teams such as IBE, ICCA/SNow IB, Priya’s team, Joanna’s team, and other stakeholders involved in IB transition and backlog reporting.

Escalate access issues, unclear process cases, missing data, or unresolved backend errors.

Participate in knowledge transfer sessions with Allien, David, Joanna, Priya’s team, or other process SMEs as required.

7. Reporting and Governance

Prepare simple daily or weekly updates on backlog status.

Report volumes handled, items closed, items pending, aging, blockers, and escalation needs.

Help maintain operational visibility for leadership and stakeholders.

Support weekly IB report-out reviews and provide status inputs where required.

Required Skills and Experience

Must Have

Strong attention to detail and ability to work with backend operational data.

Basic understanding of order management, ticketing, or backend operations.

Ability to follow SOPs, checklists, and structured process instructions.

Good Excel tracking and reporting skills.

Good written communication skills for stakeholder follow-up and escalation.

Willingness to learn SAP, ServiceNow/SNow, Installed Base processes, and related Philips workflows.

Good to Have

Exposure to SAP order handling or SAP backend transactions.

Exposure to ServiceNow, SMax, ICCA, or ticketing workflows.

Basic understanding of Installed Base, configuration management, or service operations.

Experience working with operational queues, error handling, or backlog reduction.

Prior experience in healthcare, service operations, order management, or master-data support.

Access / System Requirements

The person will likely need access to:

SAP order display and required execution access, not read-only access.

ServiceNow/SNow or relevant ticketing queues.

ZUENRICH reports or open-line worklists.

IPCR lists and related trackers.

Shared mailboxes or functional accounts, where applicable.

Process documentation, SOPs, and knowledge-transfer material.