stillingsbetegnelse: Lead Support Analyst

jobbeskrivelse:
Listing Info External Posting Title Lead Support Analyst Job Description The Lead Support Analyst is a member of the IT I&O Run Support organization. The primary responsibility of this position is to provide leadership to ensure the reliability and availability of applications and platforms across BIIB. Information Technology’s I&O Support organization is the face of application support to Biogen Idec system users worldwide. The goal is to help people that are using our more than 500 applications get answers to questions, resolve problems, and educate and support them to more effectively use the application. The organization is charged with supporting over 500 enterprise applications used by more than 7,000 employees throughout a truly global company. In addition to our headquarters in Weston, Massachusetts, the Support Analyst will support users in the United States, Canada, Australia, Japan, and throughout Europe. We also have a direct commercial presence in 30 countries and distribution agreements in more than 60 additional countries. Reporting to the Associate Director, IT the Lead Support Analyst EBS supply chain will be a key role charged with establishing ownership, establishing & maintaining domain expertise, ensuring high availability and reliability of global applications in the EBS supply chain ecosystem supporting Pharmaceutical Operations & Technology and Corporate. This role requires an experienced IT professional who possesses and effective blend of functional, technical, problem solving, and communication skills. These skills will be needed to respond to, and resolve system incidents and outages, and in providing the highest level of customer care. Key Responsibilities Include • Lead, plan and execute the application and/or platform lifecycle management in order to maintain the optimal health and performance of the applications and/or platforms in the portfolio. • Lead in the rationalization and execution minor enhancement development activities (e.g. 1 month effort or less). • Be responsible for incident management and resolution within Biogen Idec’s global IT application environment. • Manage escalation activity between core customers and including IT Infrastructure, IT service center, and other 3rd party technical teams • As a member of a global IT team, participate in problem resolution related to application issues across business units and regions; includes working with business colleagues, business-facing IT colleagues and/or infrastructure teams. • Onboard new applications, by partnering with business and IT colleagues, during various project phases; perform on-boarding and knowledge transfer activities to ensure proper acceptance of the application. • Create and maintain IT knowledgebase articles and related information assets • Collaboration with one or more SaaS and/or managed service provider (MSP) partners responsible for IT core support services and operations • Oversee managed service providers responsibilities, including but not limited to availability monitoring, service quality metrics and production service transitions • Work Closely With IT Colleagues To Understand And Provide a Comprehensive View Of IT Services •Facilitate application portfolio-level requests for IT Quality, Security, Continuity, Testing and Support assessments and evaluations •Manage application portfolio lifecycle information, including but not limited to managing app asset data related to application availability / knowledge assets / lifecycle status / performance / run total cost of ownership (TCO) • Carry out responsibilities in customer care, assurance and service quality; ensure all support service level agreements (SLAs) in core service metrics are met or exceeded • Ensure processes are continuously followed and refined to maintain a stable production environment • Develop innovative monitoring and capacity planning to proactively identify potential problems The Idea

Arbejdsgiver Navn: BIOGEN (DENMARK) NEW MANUFACTURINGApS

Arbejdsgiver telefonnummer: 77416000

Job kort beskrivelse: Systemanalytikerarbejde

land: Danmark

region: Hovedstaden

Kontrakt varighed: Fast

Kontrakttype: Fuldtid

krævede uddannelse: Ikke angivet

Kilde til jobtilbud: AMS, Offentlige arbejdsformidlinger, Danmark