Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Business Systems & Process Specialist
Your Role
As a Business Systems & Process Specialist in our Customer Service organization, you will be the first point of contact for troubleshooting SAP SD and related system issues reported by Customer Service users — diagnosing whether each case is a user question or a true system issue, and acting as the main liaison with IT through to resolution. You will also take part in system and process improvement projects as a tester and subject matter expert: building test scripts, validating changes before go-live, and representing LATAM alongside global peers in the US, Canada, Europe, and APAC. You will keep the Customer Service organization informed on system status and process changes. This role requires 3+ years of experience in a customer-facing, business process, or project-support environment.
Who You Are
- Bachelor's degree in Business Management or a related business field (preferred)
- Functional English and Spanish — able to communicate and collaborate effectively with global teams (native fluency not required)
- Hands-on, user-level knowledge of SAP SD across the order-to-cash flow — order creation and changes, deliveries, billing, and handling of order blocks (credit, pricing, availability). Configuration or development experience is not required
- Experience in a Customer Service or business operations environment, troubleshooting and resolving system or process issues for end users
- Experience participating in testing and validation of system or process changes (test scripts, UAT, data validation)
- Comfortable collaborating with cross-functional and global teams across time zones (e.g., IT, AR, Distribution, Purchasing)
- Self-starter and quick learner with a positive, collaborative, team-oriented attitude and strong reliability
- Available for occasional schedule flexibility to support project go-lives (1–2 times per year)
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!
Requires 3+ years in customer-facing, business process, or project support work; hands-on SAP SD and order-to-cash knowledge; testing and validation experience; English and Spanish; bachelor's degree preferred.
Key Responsibilities
- troubleshooting systems
- building test scripts
- validating changes
Skills & Tools
SAP SD, User Acceptance Testing (UAT)
Job Details
- Category: Business Operations
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Costa Rica
- Languages: English, Spanish
About The businesses of Merck KGaA, Darmstadt, Germany
A global science and technology company developing solutions for healthcare, life science, and electronics. — Industry: Manufacturing