Associate Service Consultant

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow.

We strive to have a remarkable impact on people's lives across several key therapeutic areas immunology, oncology, neuroscience, and eye care and products and services in our Allergan Aesthetics portfolio.

For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Job Description

Key Responsibilities

• Deliver business value by maximizing financial investment and the sustainability of the application and manage Service providers to quality outcomes.
• Demand and release change prioritization with plan build as required.
• Provide input and feedback into the Change, Release and Deployment processes and schedule ensuring minimal impact and downtime of changes to the business.
• Monitor and approve Change Records for ACoE Owned Changes.
• Accountable for Demand Approval by ensuring the right change, right change type, clear & complete scope / requirements.
• Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker.
• Ensure that the Service Transition processes are fully executed.
• Approve readiness for support transition and serves as escalation point for any delays in service transition.
• Responsible for the fulfillment of Audit Artifact Service Requests.
• Coordinate with internal compliance team for internal compliance driven audit requests.
• Monitor MSP execution of audit process and procedures.
• Ensure timely and accurate delivery of external compliance driven audit artifacts.
• Govern the application recertification process occurs as scheduled.
• Provide audit results as needed.
• Evaluate and approve the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency.
• Review ticket patterns and identify opportunities that were presented by their MSP.
• Approve SLA exception breaches.
• Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and / or improvement opportunities with the supplier.
• Manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities.
• Perform summary daily reviews of prior days ticket activity : queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents.
• Ensure that ticket processing and the Problem Management engines are performing within expected operational parameters.
• Act as approver for SLA exception breaches.
• Serve as primary AbbVie contact point and first level of escalation for Incidents and Problems, including activities that require multiple teams to solution.
• Assist with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams.

Qualifications

Must possess a Bachelors degree in Information Technology, Management Information Systems, Computer Science, Computer Engineering, or a highly related field of study with at least five (5) years of experience, (in the alternative, employer will accept a Masters degree in aforementioned fields).

Each alternative must possess at least 1 year of experience in the following :

• Information Technology field with Application outsourcing and terminology such as Minor Enhancements, ARCs / RRCs, Service Level Management and Vendor Management;
• experience interpreting data, including analyzing trends, solving complex problems, and presenting recommendations to management;
• experience managing and executing complex IT processes and demonstrated ability to identify exceptions to the process, or potential process improvements;
• experience with identifying and executing continuous improvement opportunities and cost reduction initiatives; and
• experience with Software Development Lifecycle (SDLC) methodologies.

Employer will accept any suitable combination of education, training or experience related to the job opportunity.

Apply online at https : / / careers.abbvie.com / en . Refer to Req ID : REF22826T.

Additional Information

We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical / dental / vision insurance and 401(k) to eligible employees.

This job is eligible to participate in our short-term and long-term incentive programs.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.

It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.