Description

Job Description

Job Description:

Join our company as a Specialist and Business Technology Partner where you will play a pivotal role in supporting our IT processes and ensuring seamless service management and delivery. We are looking for a dedicated professional who can effectively communicate with both business users and global IT teams. Your efforts will drive continuous improvements and enhance user experiences. If you are passionate about IT service management and thrive in a dynamic environment, we invite you to be part of our innovative team.

Responsibilities

• Assist business users with IT processes that require guidance and support.
• Troubleshoot software and hardware issues for Windows & Mac laptops, desktops, and computing peripherals.
• Support company-managed iPhone, iPad, and Android devices.
• Work directly with researchers and laboratory IT teams to provide high-quality support for technology inside the labs.
• Participate in incident and change management activities, supporting the lifecycle and expansion of local network devices and servers.
• Deliver local telephony infrastructure support for digital and analog communications.
• Collaborate with global IT teams to address user issues, track new demands, and communicate progress.
• Review existing processes and coordinate with relevant parties for continuous improvements.
• Act as the voice of the user/customer to product teams, identifying gaps and articulating pain points for product improvement plans.
• Align standard practices with the global product team.
• Partner with other product teams to organize end-user training and equip users with self-service digital knowledge.
• Provide client technology support at off-site events and conferences.
• Collaborate with partner IT technicians, divisional IT colleagues, and business leaders to ensure cohesive team efforts.
• Utilize effective communication and storytelling skills to engage with various levels within a pharmaceutical organization.
• Demonstrate patience, problem-solving skills, motivation, trust, empathy, and vision to keep a team focused on their goals.
• Achieve goals by providing insight and direction on leveraging information and technology.
• Be independent, self-motivated, creative, and resourceful in finding solutions to user problems.
• Maintain detailed and accurate data management practices, adhering to quality and compliance standards.
• Ensure that IT equipment is provided, maintained, and properly processed at the end of life.
• Manage IT equipment lifecycle refreshes and oversee successful implementation.
• Ensure IT asset management processes are followed, and records are up to date.
• Understand and represent customer needs while aligning with Value Team priorities. Promote our organization's Product Catalog offerings through initiatives & product roadshows, gathering customer feedback to support product development.
• Provide training and guidance for IT technicians, equipping them with the necessary knowledge and skills to deliver enhanced customer service.
• Develop and maintain quality knowledge articles and technical documentation.

Education:

Bachelor degree preferred or a combination of education and experience in the specific field.

Required Experience and Skills:

Minimum 5 years of experience in IT support or a related discipline - Windows, MAC, iOS.

Required Experience:

• Minimum of 1 year of experience in an IT service management role.
• Minimum 5 years of experience supporting remote locations.
• Excellent communication skills, including the ability to convey complex technical concepts to non-technical stakeholders, and the ability to listen actively and respond effectively to user needs.
• Strong decision-making skills.
• Entrepreneurial mindset.
• Proficiency in networking and partnerships.
• Innovative thinking.
• Ownership and accountability.
• Strategic planning capabilities.
• Business acumen.

Required Skills:

• Business Process Improvements
• Commercial Acumen
• Customer Experience Management
• Entrepreneurial Thinking
• Governance Management
• Improvement Plans
• Information Systems Strategy
• Information Technology (IT) Services
• Information Technology (IT) Support Services
• Information Technology Operations
• IT Operation, IT Performance Management
• IT Project Lifecycle
• IT Service Management (ITSM)
• Management Process
• Product Development
• Stakeholder Relationship Management
• Strategic Planning

Preferred Experience and Skills:

Minimum 5 years of experience in IT support or a related discipline - Networking, Telephony, Mobile Device Management.
Basic understanding of Artificial Intelligence (AI) and how it can be used to boost productivity.

Required Skills:
Business Performance Management, Customer Satisfaction, Customer Service, Employee Relationship Management, Information Technology (IT), Leadership, Microsoft Server Operating Systems, People Management, Service Delivery, Vendor Management, Waterfall Model

Preferred Skills:
Availability Management, Availability Management, Business Management, Business Service Management (BSM), Communications Infrastructure, Computer Networking, Customer Experience Management, Customer Service Management, Customer Service Training, Delivery Management, Documentations, Financial Management, HR Service Delivery, Information Technology Infrastructure Library (ITIL), Information Technology Management, Information Technology Strategies, Innovation, IT Infrastructure Management, IT Infrastructure Operations, IT Service Delivery, Maintenance Management, Network Infrastructures, Partnership Development, Product Management, Research Development {+ 10 more}

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

The salary range for this role is
$85,600.00 - $134,800.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:
Regular

Relocation:
No relocation

VISA Sponsorship:
No

Travel Requirements:
25%

Flexible Work Arrangements:
Not Applicable

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
N/A

Job Posting End Date:
12/2/2025
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R373769