IT Site Services Specialist

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Position Summary

IT Support Services delivers end-to-end IT support to our global Bristol Myers Squibb workforce ‘when, where and how you need it’. IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user centric bespoke IT Concierge offering. Besides this IT Site Services is partnering with BMS IT/Digital on delivering of all site-related digital capabilities and support services. We are servicing over 170 diverse company sites across the globe.

The Senior Specialist IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in in daily operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the regional Site Services Delivery Manager (SDM). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.

Key Responsibilities

• Responsible to deliver a user centric IT Concierge experience

  
  

• Responsible for Site Support ticket queues with a focus on maximizing the value of the end-to-end customer journey

  
  

• Provide direction and coordinate with Site Support staff in alignment with SDM

  
  

• Active participation in ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.)

  
  

• Responsible for accurate inventory of all supported assets in stock

  
  

• Coordinate activities with local, internal, and 3rd party stakeholders and vendors in alignment with SDM

  
  

• Support the SDM with specific project related tasks as well as bringing relevant topics to the SDM’s attention

  
  

• Ensuring data rooms are kept secure, clean, and orderly as per BMS policies and guidelines

  
  

• Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization

  
  

• Contribute to knowledge management as an author or reviewer as necessary

  
  

Qualifications & Experience

• Good technical knowledge and previous technical support experience

  
  

• Previous customer support experience

  
  

• ServiceNow, Network, Data room and/or Audio-Visual experience are an advantage

  
  

• Ability to work collaboratively with colleagues, augmented staff, and third-party vendors

  
  

• Ability to work in a fast paced, dynamic environment balancing demand

  
  

• Demonstrated ability working across a “matrixed” organizational model

  
  

#HYDIT #LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

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