Sr Associate IS Business Analyst

Career Category

Information Systems

Job Description

HOW MIGHT YOU DEFY IMAGINATION?

You’ve 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 mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s 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

Live

What you will do

Let’s do this. Let’s change the world. In this vital role you will be responsible for overseeing the service delivery from our Managed Service Partners (MSP’s). 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 SLA’s 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 SME’s

• 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 (MSP’s) in a outsourced service operating structure.

DWX Services include:

• 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 Auth