Boehringer Ingelheim Jobs

Services Success Coordinator

Tasks and responsibilities

• Accountable for IT Global Application Experience provided services for the area under scope (group of applications/software, product team, region)

• Ensures the operational quality/performance of the service according to defined SLAs. Correct provisioning of the services, its capacity, stability, operational excellence performance, vendor operational management and continuous improvement actions

• Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors

• Overall view of the service and analysis of trending and deviations of support

• Ensure the correct quality/performance of the service according to Service Level Agreement

• Coordinate the workload of support team, responsible for the vendor operational management

• Assure knowledge within the team and look for service improvements

• Serve as the point of escalation for major incidents relating to the support service

• Responsible of ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc.

• Regular proactive review of support tickets to assure service quality according to SLA

• Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams)

• Ensure proper onboarding of new applications to the support service

Requirements

• Bachelor’s degree or relevant IT work experience

• Minimum 1-3 years of experience in IT Application Operational Support or System Analyst roles

• Minimum 1-3 years of experience in managing IT Support vendors (preferred)

• Service Management Coordination, experience with Services Management processes and demonstrated coordination

• Stakeholder Management

• GxP Knowledge (if applicable)

• Operational Vendor Management (if applicable)

• Strong organizational skills

• Strong client support/customer service skills

• Strong global relationships and communication skills with Business colleagues and IT colleagues

• Ability to prioritize when working on multiple tasks to ensure timely delivery

• Strong troubleshooting skills

• English language: Advanced Reading & Writing skills, ability to communicate with global teams.

• Additional languages are welcome (ie: Spanish, German, etc.)

Technical Skills

• IT Service Management tools (ticketing) tool user knowledge.

• ITIL v4 knowledge – advanced in Incident and Problem Management processes.

• MS365 applications usage (advanced user in PowerPoint, Word), PowerBI, Flow.

• SalesForce.com / Veeva: 1-3 years of support experience in a global multi-country setup.

#IamBoehringerIngelheim because…

We are continuously working to design the best experience for you. Here are some examples of how we will take care of you:

• Flexible working conditions

• Life and accident insurance

• Health insurance at a competitive price

• Investment in your learning and development

• Gym membership discounts

If you have read this far, what are you waiting for to apply? We want to know more about you!

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.