Specialist IT Site Services

Bei Bristol Myers Squibb lassen wir uns von einer einzigen Vision inspirieren – die Veränderung des Lebens von Patienten durch Wissenschaft. In den Bereichen Onkologie, Hämatologie, Immunologie und Herz-Kreislauf-Erkrankungen – und eine der vielfältigsten und vielversprechendsten Pipelines der Branche – trägt jeder unserer leidenschaftlichen Kollegen zu Innovationen bei, die bedeutende Veränderungen vorantreiben. Wir verleihen jeder Therapie, für die wir Pionierarbeit leisten, eine menschliche Note. Kommen Sie zu Bristol Myers Squibb und machen Sie einen Unterschied.

Job Summary

IT Support Services delivers end-to-end IT support to our global Bristol Myers Squibb workforce ‘when, where and how you need it’. IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user centric bespoke IT Concierge offering. Besides this IT Site Services is partnering with BMS IT/Digital on delivering all site-related digital capabilities and support services. We are servicing over 170 diverse company sites across the globe.

The Specialist IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in daily operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the regional Site Services Delivery Manager (SDM). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.

Key Responsibilities

• Responsible for delivering a user centric IT Concierge experience
• Responsible for Site Support ticket queues with a focus on maximizing the value of the end-to-end customer journey
• Active participation in ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.)
• Responsible for accurate inventory of all supported assets in stock
• Coordinate activities with local, internal, and 3rd party stakeholders and vendors in alignment with SDM
• Support the SDM with specific project related tasks as well as bringing relevant topics to the SDM’s attention
• Provide smart hands support to include rack and stack activities, patching, and network troubleshooting
• Ensuring data rooms are kept secure, clean, and orderly as per BMS policies and guidelines on a consistent basis
• Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization
• Contribute to knowledge management as an author or reviewer as necessary
• Help identify to and with the SDM, areas for improvement through learning the business and its needs
• Participate in out of hours on call rosters as required

Qualifications & Experience

• Good technical knowledge and previous technical support experience
• Strong analytical and problem-solving skills for technical issues
• Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities
• Ability to work collaboratively with colleagues, augmented staff, and third-party vendors
• Ability to work in a fast paced, dynamic environment balancing demand
• Fluent in French and English, German is a plus

Wir setzen uns auf der ganzen Welt leidenschaftlich dafür ein, das Leben von Patienten mit schweren Krankheiten zu beeinflussen. Unsere gemeinsamen Werte Leidenschaft, Innovation, Dringlichkeit, Verantwortlichkeit, Inklusion und Integrität befähigen uns, unsere individuellen Talente und unterschiedlichen Perspektiven in einer integrativen Kultur einzusetzen und bringen das höchste Potenzial jedes unserer Kollegen hervor.

Bristol Myers Squibb weiß um die Bedeutung von Balance und Flexibilität im Arbeitsumfeld. Wir bieten daher eine Vielzahl von attraktiven Benefits, Dienstleistungen und Programmen an, die unseren Mitarbeitern die Ressourcen bieten, ihre Ziele sowohl bei der Arbeit als auch in ihrem Privatleben zu verfolgen.