What are the responsibilities and job description for the IS Service Manager position at bioMerieux Inc.?
Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Information Technology
A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.
Description
The IS Service Manager is responsible to manage the IS support model associated with SaaS / non-product third-party software applications for bioMerieux North America. Primary responsibilities include maintenance of established KPIs and service level agreements for existing applications. Service Manager leads IS support effort related to administration and license management, supplier negotiation and pricing management, coordination of training, and evaluation and implementation of new solutions.
SM is capable of understanding complex SaaS and systems application architecture and how it relates to business processes to provide value to organization through high quality customer service to internal parties and strong relationship management with partners outside the business.
SM applies knowledge of IS principles, business processes and standards to evaluate and understand integration requirements associated hardware, business requirements, system characteristics, and other solutions. SM should posses a technical understanding of systems and their administration requirements to lead solution configuration as needed.
SM will work on several projects simultaneously and will interact with business or technical users through all levels of operations and management. Effective time management, analytical thinking skills, organization skills, and the ability to communicate effectively is critical in role.
Primary Duties
* Perform all work in compliance with company policy and within the guidelines of bioMerieux's Quality Systems.
* Participate in collaboration efforts with global application teams.
* Participate in supplier sourcing and negotiation effort with global Purchasing teams.
* Constructs forecasts, recommendations and strategic/ tactical plans based on business and market data.
* Participate in all applicable phases of the project life cycle and software life cycle.
* Partner with the business by gaining an understanding of their needs and contribute to solutions that meet their goals/objectives.
* Contribute to preparation of comprehensive and thorough technical documentation. (e.g. Technical specifications, V&V forms, etc.)
* Provide excellent ongoing customer service and adhere to internal and external service level agreements.
* Follow standards for change control and configuration management with a focus on communication to primary, secondary, and tertiary level stakeholders.
* Identify risks to project deliverables and recommend mitigation strategy as needed.
* Develop alternative solutions as required.
* Participate in cross functional teams to ensure proper integration of business process and procedure requirements.
* Support user adoption efforts related to new applications, change management and business process flow.
* Analyze industry trends and top-performing applications that meet IS security standards while also meeting the needs of business owners. Service Manager will facilitate introduction of new applications and technology to other business departments.
* Must demonstrate professional customer service.
* Complete projects on time with minimal supervision.
Supplemental Data
* Participate in selection of local, regional, and global software applications.
* Define team service level agreement (SLA) and operational level agreement (OLA) standards for applications within scope.
Qualifications
Training and Education
* BS degree in computer science, IS, IT or related field.
* Significant experience in lieu of degree.
Experience
* 3 or more years of relevant IS experience.
* Experience with Service Now preferred.
Knowledge, Skills, and Abilities
* Experience in customer services with a high record of customer satisfaction.
* Experience in software development lifecycle especially quality assurance processes.
* Understands software best practices.
* Orientation for detail work product, with emphasis or accuracy and completeness.
* Proficient in MS Office Suite and flow chart software.
* Proficient bilingual skills a plus
* Must demonstrate ability to communicate effectively.
* Must demonstrate ability to complete objectives without high levels of supervision.
* Ensure effective knowledge transfer is planned and executed to support systems, process, people post project delivery.
Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site or contact us at .
BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at , or by dialing 711 for access to Telecommunications Relay Services (TRS).
