Merck & Co Hiring for Global Operations Center Junior Technical Analyst (Hybrid) job in Charlotte Full Time

Job Description

In case you haven’t heard of us

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines, and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.

Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity, and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement, and teamwork. As part of our global team, you’ll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Join us in the digital health revolution and tackle biggest opportunities and challenges at the intersection of healthcare, information, and technology. Become a member of our IT Global Innovation Center in the heart of Prague with an innovative atmosphere and flat, friendly, and collaborative environment. Create awesome digital products and enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.

You will be responsible for

• Coordination of critical incidents which result in significant disruption to our company’s business operations
• Coordination of response to ensure rapid restoration of IT services
• Escalate issues to appropriate resolver group and/or management using our company’s standard incident management processes and tools
• Analyze incident and problem trends to identify improvement opportunities
• Monitoring and responding to Global Operational Center (GOC) master mailbox e-mails
• Monitoring and responding to GOC EDGE (Early Disruption Gathering & Engagement) events
• Alert management
• Monitoring and responding to proposed Major Incidents
• Managing Critical Incidents from alerts
• Incident triage and prioritization of Incidents
• ServiceNow Ticket Creation and regular update
• Assistance to Major Incident Managers
• Paging relevant stakeholders and sending out communication for Critical Incidents and Major Incidents
• Prioritization and event triage, Identification of the initial set of resolver groups – determinate level required (T2/T3/Employee)
• Documentation using SharePoint, Confluence, Service now platforms
• Set up MS Teams Call/Bridges
• Participating in projects & initiatives
• Drive continuous improvement through sharing observations & learnings during IT incidents & problem investigations
• Provide oversight to our company Managed Services providers to ensure adherence to defined processes
• Identify improvement opportunities including Process improvement, training, automation, etc.

Education:

BS preferred however work experience will be considered

We are looking for enthusiastic IT professional

• Minimum 3 years of technical support in a service desk/ IT command center/network operations center
• Relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience
• A working knowledge of ITIL framework and how each function contributes to the overall delivery of a stable IT environment
• General knowledge of all infrastructure technologies & application development with a specialization in at least three technologies
• Strong interpersonal skills, with demonstrated ability to work as part of both physical and virtual teams
• Strong analytical, decision making, troubleshooting, problem solving, time management and project management skills
• Ability to simultaneously identify and prioritize multiple changing priorities

Desired Experience and Skills

• Excellent analytical skills
• Excellent communication skills
• ITIL Foundation certification or higher
• Project Management experience

What we offer

• Exciting work in a great team
• Competitive salary
• Position in leading global healthcare company
• Global projects, international environment
• Opportunity to learn and grow professionally within the company globally
• Hybrid working model
• Pension and health insurance contributions
• Internal reward system – INSPIRE – with redeeming option as services, goods, or vouchers

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.

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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 separationpackage, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). -Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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 Know Your Rights

EEOC GINA Supplement•

Pay Transparency Nondiscrimination

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.

U.S. Hybrid Work Model

Effective September 5,2023 our U.S. Hybrid work model will be as follows: 1. Three total days on site per week: Tuesday and Wednesday – plus one additional day of choice based on what works best for organizations and/or teams. 2. Fridays will formally be a remote-working day unless business critical tasks require onsite presence.

Learn more about your rights, including under California, Colorado and other US State Acts

Search Firm Representatives Please Read Carefully-
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, 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:
Regular

Relocation:
No relocation

VISA Sponsorship:
No

Travel Requirements:
10%

Flexible Work Arrangements:
Hybrid

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
na

Requisition ID:R253810