Description:

• The IT Specialist will have a small sized client area for a country across multiple divisions and multiple domains
• The BSS Plan, Build and Run IT Specialist manages the team and related delivery activities for local systems
• For non-local systems, the BSS Plan, Build and Run IT specialist interacts with business units and IT (including Plan/Build/Run/Country Manager/Business Relationship Manager [BRM]) to successfully deliver company solutions and ensure value is achieved as anticipated from the outsourced relationships

The position also performs the following functions:

• Partners with BRMs
• Provides identification of business requirements
• Partners with enterprise strategy on domain direction
• Leverages key strengths from all project teams, company and Provider alike
• Manages and coordinates program level risks and issues
• Plays a key role in decision making, planning, and executing IT initiatives
• Has responsibility for defining and the ultimate delivery of Local IT Solutions
• For local systems, this role is responsible for all support related activities

This includes the following:

• Accountable for end to end support
• Reports regularly on performance
• Monitors service level infractions
• Develops new Service Level Agreements (SLAs) and metrics, as needed
• Works across stakeholders to gain agreement on new SLAs and / or metrics
• These actions ensure that service levels are maintained and continually improved and that any problems with the day-to-day delivery of services are minimized

For non-local systems, this role has the following responsibilities:

• BSS Run is accountable for end to end support
• Coordinates with Business Solutions and Service (BSS) Run on support activities and critical incident communications
• Harmonizes and motivates team members

Duties: The core job responsibilities are as follows:

• Executes local projects working through providers
• Manages in queue requests (Work Intake) lifecycle
• Tracks status of requests
• Updates Request Tracking Log
• Provides regular feedback on status to request initiator (BRM)
• Obtains the approval of all project related deliverables including EWO/PWOs through system decommission
• Provides BSS capacity planning statistics
• Reviews corresponding project demand for solutions and projects across respective domain(s)
• Escalates if provider is unable to meet demand
• Plans, executes and evaluates work to time, cost and quality targets
• Assesses and evaluates risk
• Communicates effectively, both formally and informally
• Demonstrates leadership
• Facilitates collaboration between stakeholders who have diverse objectives
• Understands the relevance of own area of responsibility/specialism to the employing organization
• Takes client requirements into account when evaluating proposals
• Manages communication and negotiation with supplier to obtain required solution design and sizing (hours effort)
• Reviews and approves infrastructure and software related project costs
• Takes account of relevant legislation, compliance requirements, and industry regulations
• Stays current with industry advancements and direction of domains supported
• Thinks strategically, leveraging knowledge of domain needs across company.
• For Local systems, the BSS Plan Build and Run IT Assoc
• Specialist has the following responsibilities: Is accountable for effective systems operations
• Conducts regular service reviews
• Manages and audits service provider performance and productivity relative to SLAs
• Assists with the preparation and monitoring of corresponding IT budgets
• Ensures compliance with companies policies, procedures, and quality requirements

• Collaborates with BSS Run to ensure effective system operations
• Escalates local concerns to the global CSM responsible for a given application
• Acts as point of contact for global CSMs where local/regional information is needed
• Interfaces directly with the business including understanding concerns, defining requirements, engaging the business for testing as needed and communicating incident status in business terms from information provided by the Global Run Organization
• Acts as point of contact where local/regional input is needed to support audits or CAPAs
• Works with global team to identify continuity/disaster recovery requirements are in place and assists in executing disaster recovery tests as needed
• Reports results of f business continuity testing to the business
• Acts as coordinator of business and BTS IT at the site, using good communication and teamwork to ensure collaboration among all IT teams for the good of the affiliate
• Monitors IT process compliance with corporate, divisional and local policies and procedures
• Supports and enforces audit compliant policies and standards

• Degree in IT and/or complimentary business degree
• Work Experience
  • At least 1-3 years of experience in IT, preferably in the health care industry
• Ability to work directly with the business to understand business priorities and turn into IT requirements
• Problem determination (experience in root cause analysis) and problem resolution skills
• Exposure to project management
• Strong collaboration and partnering skills
• Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
• Ability to manage by influence
• Ability to be firm but fair with regard to operational deliverables
• English + Local language, additional language is a plus.