Senior Associate Information Systems Analyst

IT Technology - CCE Technical Analyst Job Description

Turkiye, Croatia, Slovenia

At Amgen, our mission is simple: to serve patients. As part of the Technology organization, the Customer Care and Enablement (CCE) team is responsible for the design, development, delivery, and life cycle of Amgen’s communications, collaboration, and computer technologies. The team consists of cross-disciplinary IT professionals who understand how to deliver services that span both infrastructure and applications.

Job description:

A Technical Analyst supports Amgen digital tool sets, interacts with users in market, plus collaborates with global functional areas and managed service partners. The Technical Analyst will be responsible for technical oversight of End User Technologies (EUT) of the modern workplace that supports the business. The Analyst will manage customer expectations, support Global project rollouts, manage communications and change management for the site(s). The Technical Analyst will work with Global and Regional MSP’s to deliver technical support and oversee their services being delivered.

The role is based in Turkiye, Istanbul and includes remote coverage for the Adria region Croatia and Slovenia.

Key Activities for the IT Technology CCE Technical Analyst include:

• Responsible for technology adoption, including Artificial Intelligence, within Amgen affiliate(s) via frequent interactions, demos, and organizing training sessions.
• Responsible for End User Technology Services (EUT) in the covered countries and areas, providing escalation management for issues, ensuring these are dealt with according to the Digital Workplace services governance model
• Responsible for interactions with Amgen’s Information Security, Identity and Access Management, Records and Information Management teams to ensure staff at the affiliate(s) are working in a secure and compliant manner.
• 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.
• Service Delivery Management with run Managed Service Provider(s) to ensure SLA’s are being achieved for services.
• Responsible for escalating Major Incident Management activities for issues impacting End User services in the above countries and areas.
• Responsible for management of Local Country Agreements specific to the covered countries and areas (telephony, mobile), identify needs, opportunities for savings, etc.
• Engage the business to ensure required local policies are defined and aligned with Global guidelines.
• Assess new technology capabilities as they present themselves in the market
• Responsible for local IS procurement, ensuring global technology standards are adhered to.
• Working closely with Operations/Run team to troubleshoot problems, assist in deployment activities
• Support the broader region (EMEA) in support of key Technology – CCE project delivery. Working closely with the global project teams and SME’s

Basic Qualifications

This role requires some level of experience working in an End User Technology service area. The level of education / years of experience is an indication for the applicant.

Bachelor’s degree and 3-years of Information Systems experience

OR

Associate’s degree and 5-years of Information Systems experience

OR

High school diploma/GED and 7-8 years of Information Systems experience

Preferred Qualifications

• Relevant Experience working in a multinational organization utilizing a range of IT infrastructure
• Proven ability to move products from Demo and Proof of Concept to Pilot and Production
• Strong background delivering emerging technologies, mitigating risk and delivering innovation
• Ability to translate strategic opportunities and emerging technology solutions into tangible pragmatic executable plans
• Hands-on experience with Office 365, SharePoint Online and other Cloud Enterprise Solutions
• Experience in using Artificial Intelligence tools like ChatGPT and CoPilot
• 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 technical issues into business-language at various levels
• Collaborative working with Enterprise Architecture group and implementation partners in defining solution specifications
• Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various project
• Ability to learn new technologies, and be able to work and deliver high quality in a high pressure, fast paced environment
• 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.