Address
Form of workHOW MIGHT YOU DEFY IMAGINATION?
Youve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared missionto serve patientsdrives all that we do. It is key to our becoming one of the worlds leading biotechnology companies, reaching over 10 million patients worldwide. Come do your best work alongside other innovative, driven professionals in this meaningful role.
Senior Associate IS Business Systems Analyst
LiveWhat you will do
Lets do this. Lets change the world. In this vital role you will be responsible for overseeing the service delivery from our Managed Service Partners (MSPs). The DWX lead is the Point of Contact for the Global Service Teams, perform required local coordination to ensure successful delivery of these projects.
They will manage customer expectations, develop technical content, deliver technology readiness training, speak at employee training events and be an Amgen evangelist/champion by providing fit-for-purpose technology solutions to the business functions.
The DTI lead is expected to operate in a manufacturing environment and oversee the service delivery at location in Amgen Ohio. Function as a senior Technical Analyst and support end user specific needs at Amgen Ohio including Augmented Reality, Passwordless Authentication, Zebra Printers and Scanners. This lead will work with other key DTI leads within the region (ARI and ANC) to ensure fit for purpose for the region.
Key Activities for the DWX DTI Lead include:Responsible for End User Services (EUS) for Amgen Ohio, providing escalation management for issues, ensuring these are dealt with according to DWX governance model.
Hosts monthly performance review meetings with Senior Management focusing on metrics and weekly metrics for the AOH management
Work with Global Service Owners for continuous service improvement
Maintain a technology roadmap for DWX services to be rolled out to site in scope.
Ensures the DWX infrastructure & standards are up to date, technology roadmap for managing lifecycle updates are maintained.
Partner closely with eVIP support for coordination of VIP services for eVIP staff & visitors.
Responsible for User Experience of end user technology, ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services.
Service Delivery Management with run Managed Service Provider(s) to ensure SLAs are being achieved for services.
Responsible for escalating Major Incident Management activities for issues impacting End User services.
Engage the business to understand their business requirements and current processes and helping find ways to improve processes using Services within the Workplace Services portfolio.
Responsible for local IT procurement, ensuring global technology standards are adhered to.
Working closely with Global Operations/Run team to troubleshoot problems, assist in deployment activities.
Support the broader region of key DTI-DWX project delivery. Working closely with the global project teams and SMEs
Ensure local stakeholders are informed about key initiatives and service delivery performance. Communicate relevant updates to end user groups using different channels (Yammer Teams Digital Signage Email)
Troubleshoot site printer, AV issues, mobile device, laptops issues in NGW spaces, Manufacturing, Lab, and Warehouse areas
Support emerging end user technologies such as Passwordless Authentication bracelets, Augmented Reality devices, etc.
This role requires experience working in an End User Technology service area. A good conceptual understanding of the listed tools & services, infrastructure, and security aspects.
The candidate has the ability to communicate at different levels in the organization and is motivated to engage with clients. Experience in managing external partners (MSPs) in a outsourced service operating structure.
End user Technology: (Laptop & Desktop) Devices and Peripherals
IT Support deskside services
Print services
Audio / Video and Communication technology and services
Mobile devices (Iphone / Ipad) & Services
Productivity and Collaboration Technologies (Microsoft O365 WebEx & Teams)
Site specific devices such as Passwordless Authentication bracelets, Augmented Reality devices, Zebra Printers, Scanners
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. The [vital attribute] professional we seek is a [type of person] with these qualifications.
Basic Qualifications:Masters degreeOR
Bachelors degree and 2 years of Information Systems experience
OrAssociates degree and 6 years of Information Systems experience
OrHigh school diploma / GED and 8 years of Information Systems experience
Preferred Qualifications:Relevant Experience working in a multinational organization utilizing a range of IT infrastructure and services.
Previous experience working in a manufacturing environment, understanding the different criticalities of services provided in administrative office buildings vs. business-critical Manufacturing areas.
Hands on experience with Office 365, WebEx and Teams and other Cloud Enterprise Solutions like SharePoint Online is a pre.
Experience working with an ITSM (Information Technology Service Management) platform for Incident / Asset Management and Service Requests
Excellent written and verbal communications skills in translating technology content into business-language at various levels
Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various projects.
Ability to learn new technologies and be able to work and deliver high quality in a high pressure, fast paced environment.
An understanding of IT/OT concepts and cyber security
Excellent documentation and writing skills to ensure compliance with policy.
Able to work independently and provide recommendations on strategies for meeting client needs within the portal, collaboration, and enterprise social domains and bring creative problem solving and issue resolution skills
Excellent communications skills - both written and spoken, English.
What you can expect of us
As we work to develop treatments that take care of others, we also work to care for our teammates professional and personal growth and well-being.
The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.
Amgen offers a Total Rewards Plan comprising health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities including:
Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.
A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
Stock-based long-term incentives
Award-winning time-off plans and bi-annual company-wide shutdowns
Flexible work models, including remote work arrangements, where possible
for a career that defies imagination
Objects in your future are closer than they appear. Join us.
careers.amgen.com
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
