Senior Analyst - Tech@Lilly Service Delivery at Eli Lilly and Company

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Responsibilities:

As the Tech@Lilly Service Delivery Senior Analyst, you will oversee and manage the IT support at our Parenteral, Device Assembly, and Packaging Facility in Raleigh-Durham, North Carolina. This position is critical in ensuring that all IT systems are maintained, supported, and continuously improved to achieve the aspirational goal of zero downtime.

Key Objectives/Deliverables:

• Manage external support resources to ensure uninterrupted services for the site-wide Manufacturing Execution System (MES), Extended Warehouse Management (EWM), and QC Lab systems.
• Implement and maintain a comprehensive knowledge base so that the IT support team can access relevant information and solutions for common issues.
• Ensure round-the-clock availability of IT support to address critical issues and minimize downtime. Manage the L1 on-call rotation schedule for support staff.
• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions and ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.
• Follow best practices and change management processes to manage changes and updates to IT systems and services with minimal disruptions.
• Identify and implement opportunities to streamline support processes and reduce response and resolution times. Continuously improve IT support.
• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.
• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.
• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.
• Manage relationships with third-party vendors and suppliers to ensure their services align with the site's zero-downtime objective.
• Manage the budget for the IT support function, ensuring cost control and efficient financial planning.
• Align IT support operations with the site's overall business goals and objectives, with a strong focus on achieving zero downtime.

Basic Qualifications:

• Bachelor's degree in Engineering, Computer Science, or a related field.
• Minimum of 5+ years of IT experience working in IT Support.

Additional Skills/Preferences:

• Master's degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Exposure to Parenteral, Device Assembly, Packaging manufacturing operations, Manufacturing Execution System (MES), or Extended Warehouse Management (EWM).
• Experience with systems such as LIMS, Empower, LES, ELN, MODA, as end user, power user, or administrator.
• Previous LEAN and Agile experience.
• Understanding of pharmaceutical manufacturing processes and compliance with industry-specific regulations, such as FDA guidelines for Good Manufacturing Practices (GMP).
• Certification in relevant IT areas (e.g., ITIL, CompTIA A+, CompTIA Network+) is a plus.
• Demonstrated experience in managing IT support teams in a 24/7 operational environment, with expertise in handling critical and high-availability systems.
• The capability to align IT support services with the organization's overall strategic goals and industry-specific objectives.
• Excellent problem-solving skills to address complex IT issues and implement effective solutions promptly.
• Exceptional customer service and communication skills to maintain high end-user satisfaction.
• Proficiency in handling IT changes, updates, and system upgrades with minimal disruptions and following industry best practices.
• Proficiency in ITIL principles, including incident, problem, and change management, to streamline IT support processes.
• Knowledge and experience in developing and implementing disaster recovery plans, business continuity strategies, and high-availability solutions.
• Skills in vendor relationship management, contract negotiation, and compliance enforcement to ensure reliable third-party support.
• Understanding of cybersecurity best practices to protect critical pharmaceutical manufacturing systems and sensitive data.
• Proven ability to work effectively in high-pressure, time-sensitive situations.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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