Senior Associate - Field Data & Reporting, Platform Support

Sales Operations Senior Associate, Field Data & Reporting, Platform Support

What you will do

In this vital role the Sales Operations Senior Associate, Field Data & Reporting, Platform Support will ensure seamless operations and support across Amgens field data and reporting platforms, including Tableau and other technologies. This individual will work closely with our technology team to ensure our data and reporting platforms are highly available, secure, scalable, and performant, providing field teams with consistent, reliable access to the insights they need when they need it.

Responsibilities

Platform Operations & Support

• Serve as the primary support contact for our field Tableau platform, SharePoint Report Repository, and other field reporting platforms.
• Monitor platform performance and availability, escalating technical issues as needed.
• Provide troubleshooting and issue resolution for end users in collaboration with our technology teams.
• Manage and support our dashboard end-user portal
• Support enhancements and upgrades to reporting platforms in partnership with our technology teams.
• Manage user provisioning, access controls, role-based permissions, etc. or Tableau and other reporting tools

Incident & Issue Management

• Own our incident and issue management process, defining the roles and responsibilities of Level 0 to Level 3 support and implementing a support process that is efficient and scalable
• Track recurring issues and propose systemic fixes or improvements

Data & Reporting Support

• Manage and support our dashboard release process
• Manage and support our dashboard lifecycle management (release, steady-state support, decommission, archival/retention)
• Maintain platform and dashboard usage reports

Integrations

• Support integration of field reporting platforms with upstream data sources
• Support integration of field reporting platforms with other field based tools (ex: CRM)

User Enablement & Communications

• Respond to field and stakeholder inquiries related to platform access
• Develop and maintain user guides, FAQs, and training materials

Documentation & Compliance

• Maintain up-to-date documentation on reporting processes, platform configurations, and support protocols.
• Ensure adherence to audit requirements, corporate policies, and data governance standards.

Innovation & Continuous Improvement

• Identify opportunities for automation, process efficiency, and platform optimization
• Stay current on reporting and data visualization best practices to support evolving business needs

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The Sales Operations Data & Reporting professional we seek has these qualifications.

Basic Qualifications

• Masters degree & 4+ years of experience in platform support or data and reporting technologies.
• Bachelors degree & 6+ years of experience in platform support or data and reporting technologies.

Preferred Qualifications

• Experience with Tableau or other business intelligence/reporting platforms, especially in regards to platform administration, configuration, and management
• Understanding of technology platforms/cloud services and experience supporting platforms/cloud services at scale (supporting platforms capable of supporting 2000+ users)
• Strong problem-solving abilities ability to diagnose and pinpoint root causes across large technical implementations.
• Excellent communication skills, with the ability to partner with technology teams as well as clearly explain technical concepts to business stakeholders
• Experience with creating and/or refining processes such that they are streamlined and efficient
• Familiarity with Amazon Web Services technology and Networking technology/concepts
• Familiar with identity management capabilities (ex: Active Directory)
• Familiarity with scripting techniques (such as PowerShell) to automate platform administration
• Ability to identify areas for process and systems innovation and implement change that will enhance the overall experience for our users
• Relevant Bio/Pharmaceutical industry experience.