Integrated Processes and Technologies (IPT) delivers cross-functional solutions by aligning people, processes, and technologies to support informed business decision-making. The role involves providing project-related support and assistance to assigned initiatives and teams, under appropriate guidance. Responsibilities include contributing to activities that align with organizational goals and objectives, and delivering Level 1 support services for both regional and global business applications. The position may involve interaction with internal and external stakeholders and requires adherence to established SOPs, policies, and practices, ensuring quality standards and timeline commitments are met.
RESPONSIBILITIES
- Provide technical and project-related support to customers, staff, and stakeholders in alignment with project plans and strategic initiatives. Deliver both internal and external customer-facing assistance, ensuring responsiveness and service quality.
- Actively participate in cross-functional teams, including those within and outside of IT Operational System Support, and serve as a backup for senior team members when needed.
- Identify and report quality issues, support the development of corrective and preventive action plans, and escalate risks or concerns appropriately.
- May contribute to User Acceptance Testing (UAT) validation activities.
- Develop, maintain, and review system and process documentation and guidelines under supervision.
- Uphold quality standards, assist with trend analysis, and monitor user enhancement requests. Provide data for project updates and escalate issues as necessary.
- Ensure compliance with electronic Standard Operating Procedures, complete required training, and stay informed on relevant initiatives and updates.
- Support the specification of system interfaces and process maps, and assist with process documentation and communication efforts. Engage in change initiatives and act as a proactive advocate for change.
- Deliver Level 1 support for internal and external end users on assigned systems and initiatives. Collaborate with Infrastructure Services, Applications Development, Product Support, and other functional teams to restore services and resolve core issues.
- Coordinate and support validation activities associated with the deployment of business applications.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- Demonstrates strong computer literacy, particularly with the Microsoft Office suite, along with effective organizational and problem-solving abilities.
- Familiarity with enterprise applications such as ServiceNow and/or Siebel CTMS is advantageous. While not mandatory, prior exposure to these platforms can support smoother onboarding and enhance effectiveness in system-related tasks.
- Capable of managing multiple tasks and priorities while consistently meeting deadlines.
- Self-driven and able to work independently with minimal supervision.
- Exhibits solid customer service skills and communicates clearly and professionally, both verbally and in writing.
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
bachelors degree or equivalent educational qualification is required. A background in healthcare, pharmacy, clinical or biological sciences, mathematical sciences, business, or a related field is preferred. Prior experience of 6 months to 1 year is desirable but not mandatory.
PHYSICAL REQUIREMENTS
- Frequent use of telephone, chat, virtual platforms, and in-person interactions requiring clear and accurate speech perception.
- Extensive keyboard usage involving repetitive finger movements.
- Prolonged periods of seated work are regularly required.
ADDITIONAL REQUIREMENTS
- May be required to perform duties outside of standard working hours, in accordance with applicable country-specific labor regulations.
