Business Technology Partner - Rahway and Remote sites

* 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.
* Minimum 5 years of experience in IT support or a related discipline – Windows, MAC, iOS.
* 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.
* 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
* Business Performance Management
* Customer Satisfaction
* Customer Service
* Employee Relationship Management
* Leadership* Microsoft Server Operating Systems
* People Management
* Service Delivery
* Vendor Management
* Waterfall Model
* 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.
** 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
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