About the position

Join our company as a Specialist and Business Technology Partner where you will play a pivotal role in supporting our IT processes and ensuring seamless service management and delivery. We are looking for a dedicated professional who can effectively communicate with both business users and global IT teams. Your efforts will drive continuous improvements and enhance user experiences. If you are passionate about IT service management and thrive in a dynamic environment, we invite you to be part of our innovative team. This is an on-site role supporting our research labs in Boston and Cambridge, Massachusetts.

Responsibilities

• Assist business users with IT processes that require guidance and support.
• Troubleshoot software and hardware issues for Windows & Mac laptops, desktops, and computing peripherals.
• Support company-managed iPhone, iPad, and Android devices.
• Work directly with researchers and laboratory IT teams to provide high-quality support for technology inside the labs.
• Participate in incident and change management activities, supporting the lifecycle and expansion of local network devices and servers.
• Deliver local telephony infrastructure support for digital and analog communications.
• Collaborate with global IT teams to address user issues, track new demands, and communicate progress.
• Review existing processes and coordinate with relevant parties for continuous improvements.
• Act as the voice of the user/customer to product teams, identifying gaps and articulating pain points for product improvement plans.
• Align standard practices with the global product team.
• Partner with other product teams to organize end-user training and equip users with self-service digital knowledge.
• Provide client technology support at off-site events and conferences.
• Collaborate with partner IT technicians, divisional IT colleagues, and business leaders to ensure cohesive team efforts.
• Utilize effective communication and storytelling skills to engage with various levels within a pharmaceutical organization.
• Demonstrate patience, problem-solving skills, motivation, trust, empathy, and vision to keep a team focused on their goals.
• Achieve goals by providing insight and direction on leveraging information and technology.
• Be independent, self-motivated, creative, and resourceful in finding solutions to user problems.
• Maintain detailed and accurate data management practices, adhering to quality and compliance standards.
• Ensure that IT equipment is provided, maintained, and properly processed at the end of life.
• Manage IT equipment lifecycle refreshes and oversee successful implementation.
• Ensure IT asset management processes are followed, and records are up to date.
• Understand and represent customer needs while aligning with Value Team priorities.
• Promote our organization's Product Catalog offerings through initiatives & product roadshows, gathering customer feedback to support product development.
• Provide training and guidance for IT technicians, equipping them with the necessary knowledge and skills to deliver enhanced customer service.
• Develop and maintain quality knowledge articles and technical documentation.

Requirements

• Minimum 5 years of experience in IT support or a related discipline - Windows, MAC, iOS.
• Minimum of 1 year of experience in an IT service management role.
• Minimum 5 years of experience supporting remote locations.
• Excellent communication skills, including the ability to convey complex technical concepts to non-technical stakeholders, and the ability to listen actively and respond effectively to user needs.
• Strong decision-making skills.
• Entrepreneurial mindset.
• Proficiency in networking and partnerships.
• Innovative thinking.
• Ownership and accountability.
• Strategic planning capabilities.
• Business acumen.
• Business Process Improvements
• Commercial Acumen
• Customer Experience Management
• Entrepreneurial Thinking
• Governance Management
• Improvement Plans
• Information Systems Strategy
• Information Technology (IT) Services
• Information Technology (IT) Support Services
• Information Technology Operations
• IT Operation, IT Performance Management
• IT Project Lifecycle
• IT Service Management (ITSM)
• Management Process
• Product Development
• Stakeholder Relationship Management
• Strategic Planning

Nice-to-haves

• Minimum 5 years of experience in IT support or a related discipline - Networking, Telephony, Mobile Device Management.
• Basic understanding of Artificial Intelligence (AI) and how it can be used to boost productivity.
• Business Performance Management
• Customer Satisfaction
• Customer Service
• Employee Relationship Management
• Information Technology (IT)
• Leadership
• Microsoft Server Operating Systems
• People Management
• Service Delivery
• Vendor Management
• Waterfall Model
• Availability Management
• Availability Management
• Business Management
• Business Service Management (BSM)
• Communications Infrastructure
• Computer Networking
• Customer Experience Management
• Customer Service Management
• Customer Service Training
• Delivery Management
• Documentations
• Financial Management
• HR Service Delivery
• Information Technology Infrastructure Library (ITIL)
• Information Technology Management
• Information Technology Strategies
• Innovation
• IT Infrastructure Management
• IT Infrastructure Operations
• IT Service Delivery
• Maintenance Management
• Network Infrastructures
• Partnership Development
• Product Management
• Research Development

Benefits

• The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
• We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.
• More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits