Major biotech/pharma company in South San Francisco has a 6 Month+ contract position open for a Technical / End User Services Support Analyst to join the Global Business Solutions (GBS) group, who will interact with users in the San Francisco location - functional areas, managed service partners supporting company tool sets.
The Services Support Analyst will provide technical oversight of technologies that support the San Francisco business. The incumbent will manage customer expectations, perform the hands-on technical content development work on their own and work with functional areas and provides fit-for-purpose technology solutions.
The Technical and End User Services Analyst will report to the GBS Regional Service Delegate (Western US) and be based out of San Francisco office.
Part of Global Business Solutions (GBS), Workplace Services team is responsible for the design, development, delivery, and life cycle of communications, collaboration, and compute technologies. The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications.
Key Activities for the Technical and End User Services Analyst include:
Involved in technology advancement within via frequent interactions, demos, and understanding of core business functions
Be responsible for End User Services (EUS) in the San Francisco location, providing escalation management for issues, ensuring these are dealt with according to GBS governance model
Interactions with Information Security, Identity and Access Management, Records and Information Management teams to ensure solutions are scalable, secure, and optimized to protect information.
Responsible for User Experience of end user technology in the San Francisco location, ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services.
Collaborate with run Managed Service Provider to ensure SLAs are being achieved for services.
Involved in coordinating Major Incident Management activities for issues impacting EUS services in the San Francisco location.
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.
Bachelors degree and 5 years of end user services support experience
Preferred Qualifications :
Strong background delivering emerging technologies, mitigating risk and delivering innovation
Proven ability to move products from Demo and Proof of Concept to Pilot and Production quickly
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 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 projects
Good communication skills in explaining the collaboration features to end users and assisting end users with utilizing SharePoint features and functions
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
Strong background delivering emerging technologies, mitigating risk and delivering innovation Proven ability to move products from Demo and Proof of Concept to Pilot and Production quickly
Login Consulting Services, Inc