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Senior Specialist, Service Delivery/Management. Job in West Point, Pennsylvania, United States in Merck & Co., Inc.. Nelest.com
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Senior Specialist, Service Delivery/Management

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Job ID:

22214

Location:

West Point, PA 

Job function:

General Management
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Posted:

03.05.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Senior Specialist, Service Delivery/Management

Job Description:

Description Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company - one that is ready to help create a healthier future for all of us. Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Reporting to the AMS GHH Service Lead, the Sr. Specialist is responsible for managing the delivery of services for maintenance, support, and operations for the US Sales Force and Animal Health Sales Force platforms.



The Sr. Specialist is accountable for management of a portfolio of applications. This includes:

  • Assure alignment of GHH MS&O support with divisional business objectives through regular communications with cross-divisional leaders and business stakeholders.
  • Manage the demand (new applications, enhancements, retirements, etc.) and performance (SLA, OLA, incidents, problems, changes)
  • Establish Service Level Agreements with the client services and business areas.
  • Support contract renewals for software licenses and maintenance, hosting and SAAS agreements
  • Facilitate regular service level reviews with 3rd party providers
  • Follow Service Transition and Integration process for all applications moving into GHH MS&O
  • Initiate Service Request & Authorization for enhancements, transitions, and retirements.
  • Collaborate with a matrix team of vendors, various departments and shared service providers
  • Collaborate with international and domestic team members, users, and external users of Merck systems
  • Act as a point of escalation for service level related issues
  • Manage and ensure CMDB accuracy. Assists Verification Team in CI review and CMDB verification in accordance to Operations Management objectives.
  • Align all the testing required in a service unit in accordance to SV&T standards and strategy
  • Sign off on request for change approvals at each appropriate approval step.


Travel: Yes, 5 % of the Time Description Senior Specialist, Service Delivery/Management-SER000818 Description Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company - one that is ready to help create a healthier future for all of us. Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Reporting to the AMS GHH Service Lead, the Sr. Specialist is responsible for managing the delivery of services for maintenance, support, and operations for the US Sales Force and Animal Health Sales Force platforms.


The Sr. Specialist is accountable for management of a portfolio of applications. This includes:

  • Assure alignment of GHH MS&O support with divisional business objectives through regular communications with cross-divisional leaders and business stakeholders.
  • Manage the demand (new applications, enhancements, retirements, etc.) and performance (SLA, OLA, incidents, problems, changes)
  • Establish Service Level Agreements with the client services and business areas.
  • Support contract renewals for software licenses and maintenance, hosting and SAAS agreements
  • Facilitate regular service level reviews with 3rd party providers
  • Follow Service Transition and Integration process for all applications moving into GHH MS&O
  • Initiate Service Request & Authorization for enhancements, transitions, and retirements.
  • Collaborate with a matrix team of vendors, various departments and shared service providers
  • Collaborate with international and domestic team members, users, and external users of Merck systems
  • Act as a point of escalation for service level related issues
  • Manage and ensure CMDB accuracy. Assists Verification Team in CI review and CMDB verification in accordance to Operations Management objectives.
  • Align all the testing required in a service unit in accordance to SV&T standards and strategy
  • Sign off on request for change approvals at each appropriate approval step.

Job Requirements:

Qualifications Education Requirement:
  • Bachelor's Degree
Required:
  • 5-10 years relevant experience in a Technical/IT Role.
  • A strong, demonstrated record of delivering IT project and services to support business initiatives.
  • Demonstrated vendor management and service management skills.
  • Possesses strong strategic and tactical skills, as well as, excellent written and oral communication skills
  • Excellent facilitation, consultation, and influence skills working with cross-functional teams (IT and Business)
  • Proven experience of working within an IT service framework , throughout the service lifecycle
  • Experience across many CRM technology platforms with examples that include Database (Oracle, SQL, Teradata), Data Integration (Informatica), third party (SalesForce.Com, Veeva, Siebel), Pharma Source (Cegedim, IMS).
Preferred:
  • Possession of ITIL and/or PMP Certification
  • Experience working in regulated environments (GXP, SOX)
  • Pharmaceutical Industry experience




Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Our Company's benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives. If you need an accommodation for the application process please email us at staffingaadar@merck.com. Search Firm Representatives Please Read Carefully: Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck. No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means. Visa sponsorship is not available for this position. For more information about personal rights under Equal Employment Opportunity, visit: EEOC Poster EEOC GINA Supplement? Merck is an equal opportunity employer, Minority/Female/Disability/Veteran - proudly embracing diversity in all of its manifestations.

Zip Code:

19486

Company Info
Merck & Co., Inc.

Kenilworth, NJ, United States

Phone:
Web Site: merck.com

Company Profile

Company Info


Merck & Co., Inc.
Kenilworth, NJ, United States
Phone:
Web Site: merck.com

Senior Specialist, Service Delivery/Management

col-narrow-left   

Job ID:

22214

Location:

West Point, PA 

Job function:

General Management
col-narrow-right   

Posted:

03.05.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Senior Specialist, Service Delivery/Management

Job Description:

Description Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company - one that is ready to help create a healthier future for all of us. Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Reporting to the AMS GHH Service Lead, the Sr. Specialist is responsible for managing the delivery of services for maintenance, support, and operations for the US Sales Force and Animal Health Sales Force platforms.



The Sr. Specialist is accountable for management of a portfolio of applications. This includes:

  • Assure alignment of GHH MS&O support with divisional business objectives through regular communications with cross-divisional leaders and business stakeholders.
  • Manage the demand (new applications, enhancements, retirements, etc.) and performance (SLA, OLA, incidents, problems, changes)
  • Establish Service Level Agreements with the client services and business areas.
  • Support contract renewals for software licenses and maintenance, hosting and SAAS agreements
  • Facilitate regular service level reviews with 3rd party providers
  • Follow Service Transition and Integration process for all applications moving into GHH MS&O
  • Initiate Service Request & Authorization for enhancements, transitions, and retirements.
  • Collaborate with a matrix team of vendors, various departments and shared service providers
  • Collaborate with international and domestic team members, users, and external users of Merck systems
  • Act as a point of escalation for service level related issues
  • Manage and ensure CMDB accuracy. Assists Verification Team in CI review and CMDB verification in accordance to Operations Management objectives.
  • Align all the testing required in a service unit in accordance to SV&T standards and strategy
  • Sign off on request for change approvals at each appropriate approval step.


Travel: Yes, 5 % of the Time Description Senior Specialist, Service Delivery/Management-SER000818 Description Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company - one that is ready to help create a healthier future for all of us. Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Reporting to the AMS GHH Service Lead, the Sr. Specialist is responsible for managing the delivery of services for maintenance, support, and operations for the US Sales Force and Animal Health Sales Force platforms.


The Sr. Specialist is accountable for management of a portfolio of applications. This includes:

  • Assure alignment of GHH MS&O support with divisional business objectives through regular communications with cross-divisional leaders and business stakeholders.
  • Manage the demand (new applications, enhancements, retirements, etc.) and performance (SLA, OLA, incidents, problems, changes)
  • Establish Service Level Agreements with the client services and business areas.
  • Support contract renewals for software licenses and maintenance, hosting and SAAS agreements
  • Facilitate regular service level reviews with 3rd party providers
  • Follow Service Transition and Integration process for all applications moving into GHH MS&O
  • Initiate Service Request & Authorization for enhancements, transitions, and retirements.
  • Collaborate with a matrix team of vendors, various departments and shared service providers
  • Collaborate with international and domestic team members, users, and external users of Merck systems
  • Act as a point of escalation for service level related issues
  • Manage and ensure CMDB accuracy. Assists Verification Team in CI review and CMDB verification in accordance to Operations Management objectives.
  • Align all the testing required in a service unit in accordance to SV&T standards and strategy
  • Sign off on request for change approvals at each appropriate approval step.

Job Requirements:

Qualifications Education Requirement:
  • Bachelor's Degree
Required:
  • 5-10 years relevant experience in a Technical/IT Role.
  • A strong, demonstrated record of delivering IT project and services to support business initiatives.
  • Demonstrated vendor management and service management skills.
  • Possesses strong strategic and tactical skills, as well as, excellent written and oral communication skills
  • Excellent facilitation, consultation, and influence skills working with cross-functional teams (IT and Business)
  • Proven experience of working within an IT service framework , throughout the service lifecycle
  • Experience across many CRM technology platforms with examples that include Database (Oracle, SQL, Teradata), Data Integration (Informatica), third party (SalesForce.Com, Veeva, Siebel), Pharma Source (Cegedim, IMS).
Preferred:
  • Possession of ITIL and/or PMP Certification
  • Experience working in regulated environments (GXP, SOX)
  • Pharmaceutical Industry experience




Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Our Company's benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives. If you need an accommodation for the application process please email us at staffingaadar@merck.com. Search Firm Representatives Please Read Carefully: Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck. No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means. Visa sponsorship is not available for this position. For more information about personal rights under Equal Employment Opportunity, visit: EEOC Poster EEOC GINA Supplement? Merck is an equal opportunity employer, Minority/Female/Disability/Veteran - proudly embracing diversity in all of its manifestations.

Zip Code:

19486
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