Easter Seals Jobs

Join Amgen's Mission to Serve Patients

If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of.

Digital Workplace IT Service Delivery Analyst

What you will do

At Amgen, our mission is simple: to serve patients. As part of Digital Workplace Experience (DWX), the Workplace Services team is responsible for the design, development, delivery, and life cycle of Amgen’s communications, collaboration, and computer technologies at the site. The team consists of cross-disciplinary IT professionals who understand how to deliver services that span both infrastructure and applications.

The Digital Workplace Experience (DWX) IT Service Delivery Anlalyst is responsible for establishing and maintaining site IT services at the site. They will oversee service delivery from our vendors & Managed Service Partners (MSP’s) in the region and serve as the Point of Contact for the Global Service Teams to ensure successful local delivery of these projects.

They will manage customer expectations, develop technical content, deliver technology readiness training, speak at employee training events and be an Amgen evangelist/champion by providing “fit-for-purpose” technology solutions to the business functions.

The DTI-Anlalyst is expected to operate in the environment and oversee the Digital Workplace service delivery at the site. Function as a senior Technical Analyst in the team to help and coach other team members on the EMEA DWX Client-facing team. The DTI-Anlalyst would be required at times to lead specific DWX related initiatives within the larger EMEA region.

DWX Services include:

• End user Technology: (Laptop & Desktop) Devices and Peripherals

• IT Support deskside services

• Print services

• Audio / Video and Communication technology and services

• Mobile devices (Iphone / Ipad) & Services

• Productivity and Collaboration Technologies (Microsoft O365 – WebEx & Teams)

As an IT Service Delivery Analyst you will:

• Be responsible for User Experience of end user technology, ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services.

• Oversee the establishment of all DWX services at the site, ensuring alignment with global quality standards, SLA compliance, and customer satisfaction.

• Lead, coach, and evaluate a team of IT specialists and technicians to deliver managed services at the site.

• Coordinate the planning, execution, and closure of IT projects, including scope, budget, schedule, and resources.

• Communicate with collaborators, vendors, and team members to ensure project alignment and deliverables.

• Monitor and report on project status, risks, and issues.

• Support the IT service transition and steady-state operation phases at the site.

• Implement IT service improvement initiatives, resulting in cost reduction and productivity increase.

• Provide IT support and troubleshooting for end-users, systems, and networks.

• Resolve technical issues, escalate complex problems, and document solutions.

• Install, configure, and maintain hardware, software, and peripherals.

• Conduct IT training and orientation for new employees.

• Engage the business to understand their business requirements and current processes and helping find ways to improve processes using Services within the Workplace Services portfolio.

• Responsible for local IT procurement, ensuring global technology standards are adhered to.

• Ensure local collaborators are informed about key initiatives and service delivery performance. Communicate relevant updates to end user groups using different channels.

Basic Qualifications:

This role requires experience working in an End User Technology service area. A good conceptual understanding of the listed tools & services, infrastructure, and security aspects.

• The candidate has the ability to communicate at different levels in the organization and is motivated to engage with clients. Experience in managing external partners (MSP’s) in a outsourced service operating structure.

• The level of education / years of experience is an indication for the applicant.

• Bachelor’s degree and 6-years of Information Systems experience - OR

• Associate’s degree and 8-years of Information Systems experience - OR

• High school diploma/GED and 12 years of Information Systems experience

Preferred Qualifications:

• Relevant Experience working in a multinational organization utilizing a range of IT infrastructure and services.

• Previous experience working in a manufacturing environment, understanding the different criticalities of services provided in administrative office buildings vs. business-critical Manufacturing areas.

• Hands on experience with Office 365, WebEx and Teams and other Enterprise Productivity Solutions like SharePoint Online is preferred.

• Experience supporting Windows, MacOS & iOS platforms

• Experience working with an ITSM (Information Technology Service Management) platform for Incident / Asset Management and Service Requests

• Excellent written and verbal communications skills in translating technology content into business-language at various levels

• Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various projects.

• Ability to learn new technologies and be able to work and deliver high quality in a high pressure, fast paced environment.

• An understanding of IT/OT concepts and cyber security

• Excellent documentation and writing skills to ensure compliance with policy.

• Able to work independently and provide recommendations on strategies for meeting client needs within the portal, collaboration, and enterprise social domains and bring creative problem solving and issue resolution skills

• Excellent communications skills - both written and spoken, English.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now.

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com