IT Business Process Analyst III

Who we are
Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

We are seeking a skilled Workplace Services Support Specialist to provide technical support and management for our enterprise IT environment. This role focuses on troubleshooting end-user issues, managing systems through Intune and SCCM, and ensuring the efficient operation of O365 services. The ideal candidate will have strong problem-solving skills, a solid understanding of ITIL processes, and experience in endpoint management and cloud technologies.

How you’ll spend your day

•    Provide support for day-to-day global operational activities for Desktop Operations Team.
•    Provide L3 support to troubleshoot issues for L1 Service Desk teams And L2 local onsite support. If required work with vendors for fixing issues.
•    Implement and follow ITIL best practices for incident, problem, and change management.
•    Participate in root cause analysis (RCA) for critical incidents and service disruptions.
•    Ensure all incidents and service requests are logged, updated, and resolved according to SLAs.
•    Manage Laptops, Desktops, Android, MAC devices using SCCM, Microsoft Intune, SOTI, JAMF.
•    Design and Implement SCCM infrastructure upgrades, new feature integration, version upgrades, migration, and disaster recovery solutions.
•    Manage Desktop Imaging and deployment through SCCM. 
•    Create application packaging, software deployment, and software update processes, ensuring compliance remediation and generating detailed reports.
•    Improve SCCM client health processes by creating comprehensive implementation and documentation.
•    Knowledge of Microsoft Autopilot for device deployment and provisioning.
•    Strong understanding of Windows Autopatch for automated updates and patch compliance.
•    Provide support and resolve any issues related to Intune.
•    Implement and manage Intune policies, designing and configuring policies to ensure device compliance and security.
•    Knowledge of security and compliance, including BitLocker Encryption, conditional access and Data loss prevention.
•    Apply automated solution that will “shift left” service activities and reduce cost.
•    Strong experience in PowerShell Scripting and SQL Query.
•    Must be self-motivated and energized to provide High-Level user/client support.
•    Experience in working in a multi-site global environment.
•    Hands on Experience with System Center Configuration Manager, Bowsers Technologies, Active Directory/Entra ID and Group Policies.
•    Working knowledge with Security technologies and policies.
•    Application development & create packages. Trouble shooting application deployment & delivery methods.
•    Ability to work with people from many different disciplines with varying degrees of technical experience.
•    Ability to effectively interact with customers at all levels within the organization.
•    Demonstrate ability to think and act decisively and quickly.
 

Your experience and qualifications

•    Bachelor’s degree in computer science or related field preferred.
•    8 to 10 years of hands-on experience in desktop technologies working with windows and Microsoft technologies Windows OS 10/11, SCCM, M365 VDI, and Intune.
•    Proficiency in developing PowerShell scripts to automate tasks on Windows.
•    Have knowledge on Office 365 tools, technologies and methodologies. Knowledge of Microsoft Azure.
•    ITIL Foundation Certification preferred. 
•    Microsoft certifications MCTS – SCCM 2012, Microsoft 365: Endpoint Administrator Associate. 
•    Knowledge on Service Now Tool and Methodologies.
•    Pharmaceuticals industry experience and knowledge a plus.

Reports To

Manager Computer Systems Administration

Already Working @TEVA?

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Teva’s Equal Employment Opportunity Commitment
Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.