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Senior Business Technical Analyst at Organon focusing on Medical Affairs IT programs and support. Collaborating with stakeholders and vendors to ensure system integration and compliance.
About the role
- Providing 24/7 ‘eyes on glass’ monitoring of various AP+ systems and applications
- Providing comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders
- Ensuring timely response to alerts, calls and emails and adherence to service levels and performance metrics
- Undertaking the day to day support activities and complete tasks within defined service levels
- Performing triage activities including prioritising service requests, incidents and problems, and escalating to appropriate support groups
- Following documented procedures for effective and efficient resolution of incidents and problems
- Performing change analysis and support activities as part of change enablement processes
- Participating in post incident reviews and root cause analysis activities as part of problem management
- Developing and maintaining a knowledge management database including relevant processes and procedures
- Identifying opportunities to improve observability of system health and performance through analysis of alerts trends
- Driving continual improvement through improving task workflows, processes and working towards automation
Requirements
- IT related qualification
- ITIL v4 foundation certification highly desirable
- Experience in a similar role in a continuous shift IT operations environment (24x7x365)
- Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace)
- Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence)
- Experience with web and app support, batch processes, and data management
- Understanding of cloud technology e.g. AWS, web services, Apigee API
- Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP)
- Familiarity with Unix, PL/SQL, Java, Jboss application server and relationship management skills to influence and align priorities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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