SUMMARY The role of the Digital Workplace eXperience (DWX) Sr Associate IS-Technical Analyst (TA) is to be the point of contact to manage on-site (Amgen Puerto Rico) activities related to the implementation, support, and delivery of IS-DWX services, that includes but no limited to user-computer devices, mobility, printing, collaboration tools, audiovisual/conferencing. The Sr Associate IS-TA needs to ensure that site requirements are fully considered while collaborating with colleagues around the world to promote a consistent approach globally. The role is responsible for ensuring site-specific IS systems and services required for ensuring business operations are maintained and available to agreed service levels. As part of the IS-DWX team, the Sr Associate IS-TA will also work with IS Security and Compliance, and, Functional IS teams to facilitate the stable and secure operation of systems and applications to business users. SPECIFIC RESPONSBILITIES INCLUDE BUT ARE NOT LIMITED TO: Manage the planning and delivery of IS-DWX projects from start to finish as well as contributing and supporting Global IS projects as / when required Ensure that all IS-DWX services are being provided as expected and communicate any gaps or unmet needs to IS-DWX Regional Service Delegate (RSD) Act as a first point of escalation for IS-DWX services (user-computer devices, mobility, printing, collaboration tools, audiovisual/conferencing) Monitor IS-DWX end-user tickets service level agreements (SLA) Participate in Major Incident and Problem Investigation for site issues Oversight and coordinate the IS-DWX related assets, stock management and procurement Support special IS activities and events coordination Oversight and coordinate the Install/Move/Add/Change (IMAC) and disposal process Support to the Site Senior Leadership Team (SLT) in IS-DWX related services Monitor, measure and communicate (to RSD) key performance metrics for IS-DWX services and analyze data to discover opportunities for service improvement Ensure IS-DWX services comply with the group IS security policy, IS business continuity plan and quality management framework Deliver continuous improvement for the organization. Regularly and critically review processes and procedures with a view to improving quality, simplicity, efficiency and/or effectiveness across all aspects of the department and the business Take the lead on clear communication of key changes to the business and ensuring relevant support is provided to upskill the business on changes related to IS-DWX Manage the IS-DWX lifecycle plans EDUCATION/LICENSES Master's degree Or Bachelor's degree and 2 years experience in IS department in GMP regulated environment PREFERRED QUALIFICATIONS Educational background in Computer Science or Computer Engineering Strong skills in Microsoft Windows platforms (Windows 7, Windows 10) Strong knowledge of Microsoft Office products (Office2016, Office365, One-Drive etc.) A good working-knowledge of Microsoft's Active Directory and Exchange principles Strong skills in an ITSM (Information Technology Service Management) platform for Incident / Asset Management and Service Requests Familiarity with the ServiceNow ITSM application advantageous Mobile Device Management concepts Familiarity of AirWatch's MDM Solution advantageous Project Management skills Vendor Management Excellent written and verbal communications Ability to translate technical issues into business-language, at various levels Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.
