Associate Director – Global Support Center Technology and Innovation

Job Description

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

The position is accountable for designing, developing, and engineering the tools, services & processes used to support our global employees, contractors and partners. The position will report to the Director of IT Support & Service Center.

This position is a transformational position with people leadership and service delivery management. The primary responsibilities include:

• The position requires strong leadership to the manage the team responsible for technology support and innovation within the global support center organization.

• ITSM tool support for Incident, Problem, and Knowledge Management for the help desk and knowledge management teams.

• Update the support ticketing systems, roll out self-service options, and participate in the evaluation of IT Service Management solutions.

• This position requires the ability to develop technical strategies to create a more efficient and improved end user experience.

• This position will function as a business liaison to all other IT groups who are looking for ITSM tool and process changes as well as changes to our end user support portal.

• Perform root cause analysis to eliminate repeat issues and work with other IT teams on remediating underlying root causes.

• Responsible for the end user support portal serving as the central point of contact for technology upgrades and enhancements as well as user experience.

• Identify new applications and tools that users would find helpful, investigate and pilot promising applications, and incorporate them in the end user environment as needed.

• The resource will be a member of our Company's CAB (Change Approval Board) to ensure changes to environment that impact end users and the desk are communicated appropriately. They will also be a member of the Mergers and Acquisition Team with the expectation that you will be the support contact for IT throughout the integration and bring in the correct support teams to assist.

• Timely, effective communication with stakeholders will be required throughout the initiatives the team is responsible for implementation and support.

• The role requires a strong person who is resourceful, has a solid presence both regionally and divisionally, is highly self-motivated, attentive to detail and able to effectively prioritize and execute tasks in a high-pressure environment.

Education Minimum Requirement:

• MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math or equivalent experience.

Required Experience and Skills:

• Minimum of 10 years’ in technology field with a focus on Information Technology Infrastructure Library (ITIL) best practices.

• 2-3 years of management and financial oversight.

• Experience with multi-OS environments (Windows, OSX, iOS, Android).

• Ability to propose, develop, and implement visions for a substantially re-imagined user experience.

• Working knowledge of network infrastructure components, workstation hardware.

• components, Virtual Desktop Infrastructure environment, video/voice solutions.

• Experience in customer service and support.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

Invent. Impact. Inspire.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

Requisition ID:R118251