Analyst, IT Service Desk

Analyst, IT Service Desk

Information Management

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 bio pharmaceutical company committed to transforming patients’ lives through science. At the core of that mission are the talented individuals who contribute their “unique” skill sets 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:

Provide first level support to end users in support of digital capabilities for enterprise and specialty applications. Responsible for identifying knowledge gaps and working with Specialists to ensure quality and consistent service delivery.

•Responsible for handling the initial client contact at the Technology Service Desk via telephone, email, chat or portal in multiple languages
•Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
•Research and resolving more complex specialty applications and business process issues.
•Log and manage incidents and requests.
•Generate and/or update knowledge articles.
•Effectively troubleshoot and accurately log all problems reported. Make sure written documentation is clear and appropriate following quality standards.
•Ensure Vitalize records are handled and updated as per processes and every effort is made to meet SLAs
•Demonstrate consistent ability in keeping “on top” of all calls logged and follow up on these within the time frame of existing SLAs
•Be able to set priorities and handle multiple tasks with similar urgency independently. Ability to determine the urgency of a problem and act accordingly.
•Provide technical and process training
•Act as a POC/SMPP for less experienced analysts
•Provide peer coaching/feedback as needed
•Assist with Quality record reviews as needed
•Reach out to CI Owner/Application Support Teams for escalated issues
•Participate in internal Service Desk projects (IT On boarding calls, Cycle Meetings, etc.) as agreed
•Adhere to Service Desk Processes and Procedures
•Present a positive, effective and flexible contribution to achieving team targets and objectives
•Focus on building good working relationships within the team and other Groups
•Work to achieve individual and team goals

Skills/Experiences
•AS/AA Degree or equivalent customer service experience
•ITIL v3 Certified preferred

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.
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