Executive IT Support – Specialist, Service Delivery/Management

Job description

Job Description Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in NJ. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Overall, our Executive Support Program (ESP) offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives. The Analyst will be part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company's top Executives. As a member of the Executive IT Support team, the successful candidate will be responsible for collaborating internationally to deliver the services and solutions that help our Executives to be more productive and enable innovation. This position is a technical position with service delivery management. Primary Responsibilities: Provides technical expertise, leadership, and project coordination services to support and maintain continuity of Executives’ computer systems. Monitor systems usage, status and needs. Researches, identifies, and recommends software and applications that will improve the stability of systems and networks. Recommends and implements policies and practices to maximize resource utilization. Maintains knowledge on developments, trends, and best practices in technology and business networks. To help lead the Global End User Services, Executive Support Program which provides 24x7 technical support and services for the Executive Committee (EC), their direct reports and other high-profile clients in a manner that is above all standards. To demonstrate strong business and customer service knowledge, ability to learn quickly and build effective relationships to effectively support the business; strong verbal and written communication and be able to make quick decisions to ensure continuity and service. Will need to rely on a network of team members across IT and via several vendor relationships to ensure the ESP clients get immediate answers and resolutions. To act as a liaison between all others in IT and the ESP clients to ensure use of technology and awareness of key IT strategies and initiatives. Activities include: Deployment and configuration of standard desktops, laptops and mobile devices. Provide remote office support for Executive Clients including home office equipment, internet access and security systems. Provide onsite meeting support where applicable as well as board level support when needed. Must have top notch customer service skills and be willing to put the customer first in all scenarios. Will collaborate within a team of 10-15 employees as well as a global network of support vendors and contractors to provide the highest level of customer service. Must have demonstrated experience and ability to coordinate and manage off-site meetings and work independently while off-site. Must understand the process of providing support at a location not owned by our Company including planning and execution. Must be able to assist executives with preparation of presentations which requires advanced MS PowerPoint skills. Must have the ability to think ahead and anticipate needs and/or issues/problems that may arise to mitigate any technical risks. Must have a clean history of ethical, honest and professional behavior and understands discrete handling of confidential company information. Activities include creating and maintaining confidential client information and solution knowledgebase articles and documentation. Must provide technical consulting services as required, the candidate must have strong public speaking, presentation, training and communication skills. Must be able to conduct 1-on-1 training for the executives and their admins. Will be expected to establish and maintain working relationships within Technical Services and across all the departments within the IT organization. Will provide mentoring to other members of the team. He/she will be able to perform activities such as facilitating meetings, manage resources and support activities and escalation of executive-related issues to senior IT leaders. Performs other related duties as assigned. Education Minimum Requirement: Bachelor’s degree in computer science or engineering preferred, or High School Diploma with 8 years equivalent Experience and/or Technical Certifications Required Experience and Skills: A minimum 5 years of customer service and client technology support experience. Mobile device administration, core and optional software layers. Exceptional customer service skills are required and a demonstrated record of customer focus Excellent interpersonal skills with ability to explain technical issues to technical and nontechnical staff. Possess highest standards of Ethics, Integrity, Compliance and Financial Stewardship Highly effective written and oral communications skills with the ability to communicate with peers, customers, and management. Experience with team building and collaborating with others Ability to demonstrate technical resourcefulness and ability to make timely decisions Ability to handle stress and pressure with grace. Must have exceptional analytical, problem-solving, troubleshooting and technical skills. Knowledge of ITIL framework and standard SDLC processes. Working knowledge of global network, information security and collaboration tools. (ie Cisco, MS Office 365, Windows 11, MacAfee) Experience with project management Superior understanding of computer and networking hardware and software systems. Excellent time management skills. Proficient with or able to quickly learn to use a broad array of networking and systems hardware and software. Preferred Experience and Skills: Understand & demonstrate leadership working in a global IT computing environment #MSJR Required Skills: Cloud Computing, Cloud Computing, Collaboration Tools, Configuration Management (CM), Customer-Focused, Customer Management, Demand Management, Detail-Oriented, DevOps, Firewall Management, Global Networks, IT Executive Management, ITIL Management, ITIL Service Delivery, IT Infrastructure Management, IT Project Lifecycle, Meeting Facilitation, Mobile Device Management (MDM), Network Security, One to One Teaching, Oral Communications, Public Speaking, Service Delivery, Software Development, Systems Architecture {+ 2 more} Preferred Skills: 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. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with di