Service Delivery Manger - US IT Commercial
Company: Alexion Pharmaceuticals
Location: Boston
Posted on: August 7, 2022
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Job Description:
Some opportunities happen only once in a lifetime - like a job
where you have the chanceto change lives. At Alexion, people living
with rare and devastating diseases are our Guiding Star. We are
driven to continuously innovate and create meaningful value in all
we do to help patients and families fully live their best lives. We
value the uniqueness and diversity of our employees and recognize
that nurturing the diverse perspectives and strengths of our people
translates into innovative breakthroughs for patients. This is what
you will do: The IT Service Delivery Manager will focus on the
Salesforce Healthcloud platform which supports Patient Services
within the US Commercial Organization. They will be responsible for
owning the day-to-day IT support of this platform and supported
systems in use by the patient services organization. In addition,
you will be responsible for coordinating the development and
deployment of new enhancements, projects, and technologies in
support of this organization. The service delivery manager will
play a key role in identifying improvement and efficiency
opportunities as well as identifying new capabilities based on
operational challenges. They will have a voice to partner with the
group they support to enhance and improve the ways of working.
Additionally, the individual must be a self-starter with good
communication and analytical, organizational, and influencing
skills who will work to become a trusted partner within the
Commercial organization and across IT. In this role, you will need
to listen carefully to what is being said, identify the optimal
solutions based on the best outcomes for the company. We are
looking for an individual who can provide solutions to the root
problems rather than symptoms. If you are the type of person who
loves to tackle problems and build the right solutions - this role
is for you! This person will report to the Sr. Manager, Commercial
systems. You will be responsible for: Salesforce Support requests,
incidents, and problems. Work closely with the offshore support
team to address issues Coordinate urgent requests, acting as an
escalation point for support issues when vital Analyze problems and
request trends and data to eradicate the most common problems with
the goal of eliminating all incidents. Craft and develop technical
solutions to common problems and work with the Agile team to
implement your solutions. Lead day-to-day operational aspects of
the application swiftly resolving simple issues and collecting
requirements for more significant improvements. Proactively
identify areas of improvement and functional gaps in Salesforce
Applications. Work on proof of concepts /High-level conceptual
design with the team. Estimate projects and analyze the short and
long-term impacts of various tactical options. Track applicable
metrics to facilitate ongoing governance and continuous improvement
of system solutions. Build dashboards within Service now to show
performance over time striving to eliminate incidents and reducing
the time incidents take to resolve. You will need to have: Strong
working understanding of Salesforce record and field visibility
based on profiles, roles permission sets, sharing settings, record
level security, field level security, object-level security,
group-based sharing, etc. Strong working knowledge of relational
data models, data types, and relationships between data. Requires a
good understanding of reporting requirements and experience
building robust reports and dashboards that used by Stakeholders
and Operations. Experience utilizing standard objects and custom
objects Ability to adapt and respond effectively to change, delay,
and or shifting priorities and goals Experience in working with a
variety of stakeholders to understand business needs and translate
into comprehensive goals and implementation plans Self-directed
with the ability to work independently in a fast-paced environment.
Strong written and verbal communication skills with the ability to
interact with application owners and users The duties of this role
are generally conducted in an office environment. As is typical of
an office-based role, employees must be able, with or without an
accommodation to: use a computer; engage in communications via
phone, video, and electronic messaging; engage in problem solving
and non-linear thought, analysis, and dialogue; collaborate with
others; maintain general availability during standard business
hours. We would prefer for you to have: Experience working in
Health Cloud. Recommended 5-10 years of IT experience in functional
areas Minimum of 5 years of experience with Salesforce
Sales/Service Cloud Certified Administrator Certified Sales/Service
Consultant Knowledge of relevant tools such as JIRA, Confluence,
and ServiceNow. Bachelor's degree in information technology,
computer science, or a related study. #LI-MB1 Alexionis a global
biopharmaceutical company focused on serving patients and families
affected by rare diseases and devastating conditions through the
discovery, development and commercialization of life-changing
medicines. Headquartered in Boston, Massachusetts, Alexion has
offices around the globe and serves patients in more than 50
countries. Furtherinformation about Alexion can be found at:
www.alexion.com . Alexion is proud to be an Equal Employment
Opportunity and Affirmative Action employer. We are committed to
fostering a culture of belonging where every single person can
belong because of their uniqueness. The Company will not make
decisions about employment, training, compensation, promotion, and
other terms and conditions of employment based on race, color,
religion, creed or lackthereof, sex, sexualorientation, age,
ancestry, national origin, ethnicity, citizenship status, marital
status,pregnancy, (including childbirth, breastfeeding, or related
medical conditions), parental status (including adoption or
surrogacy), military status, protected veteran status, disability,
medical condition, gender identity or expression, genetic
information, mental illness or other characteristics protected by
law. Alexion has taken critical steps to protect colleagues, loved
ones, and patients from COVID-19 and its variants. All US-based
employees must comply with Alexion's COVID-19 vaccination mandate.
Alexion provides exceptions based on applicable state law as well
as reasonable accommodations to meet the needs of candidates and
employees. To begin aninteractive dialogue with Alexion regarding a
legally required exemption or accommodation, please contact
accommodations@Alexion.com .Alexion participates in E-Verify. As a
leading employer in our industry, Alexion offers a highly
competitive package of base and incentive compensation as well as a
comprehensive benefits program designed to support the health,
wellness and financial security of our employees and their
families. Benefits include group medical, vision and dental
coverage, group and supplemental life insurance, 401(k) with
company match, tuition reimbursement, and much more. AstraZeneca
completed its acquisition of Alexion, marking the creation of
Alexion, AstraZeneca Rare Disease. If you're interested in career
opportunities with AstraZeneca, click here . Alexion participates
in E-Verify process. To learn more, please click on attached
document(s) English - Spanish Apply
Keywords: Alexion Pharmaceuticals, Boston , Service Delivery Manger - US IT Commercial, Other , Boston, Massachusetts
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