Senior Analyst IT Service Desk

Profile

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis.

Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results.

Bristol Myers Squibb is a global biopharmaceutical company committed to transforming patients’ lives through science. At the core of that mission are the talented individuals who contribute their “unique” skillsets to help us drive innovation and deliver truly life-changing drugs for our patients. As we continue to pursue that mission, we’re looking for talented professionals like you to join our team. What unique gene will you bring?

Roles & Responsibilities:

Participate in building the overall Digital Capabilities and framework required to delivery Service Desk operations. This role includes: Training, Knowledge Management, Quality Assurance, Research and Testing of innovative tools for service delivery.

Assist the Service Delivery lead with daily operations of Service Desk, Including scheduling, planning, and execution of daily operations.

•Responsible for deproviding Contact Center analysis and maintaining programs for analysis of data.

•Building & maintaining Service Desk Conversation & FAQ Content in alignment with Knowledge processes and program maintenance.

•Provide training for new digital capabilities and/or processes across all Contact Centers (Field, Scientific, Buy@BMS, DXC, SAP etc.) and Business organizations (where appropriate, e.g. MS Teams)

•Develop and participate in UAT for new digital capability or enhancements to existing applications

•Responsible for documentation of new digital capability or procedures when appropriate.

•Monitor service delivery and perform quality checks for Analysts, knowledge assessments, and voice monitoring.

•Perform troubleshooting to resolve or escalate issues to the appropriate Tier 2 team

•Assist Contact Center in emergency cases where outages may occur and engage respective DCM for faster resolution.

Skills/Experiences

•Key Skills/Experience/Education/Certifications

•ITIL v3 Certified

•Project management skills

•Demonstrated ability to work in global cross-country teams.

•Analytical and critical thinking skills

Bristol-Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees the resources to pursue their goals, both at work and in their personal lives.

Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Company info

Bristol-Myers Squibb Company
Website : http://www.bms.com