IT Software Engineering Expert

Role Description

The Business Systems Analyst takes ownership of ambiguous tasks, challenges the status quo, and acts as a technical mentor while fostering strong collaboration across teams. In this role, you will lead small to medium initiatives, prioritize effectively with stakeholders, and maintain a "bigger picture" view of how various components align with the overall strategy. This function ensures the proactive management and maintenance of the optimal performance, reliability, and availability of all RDT enterprise-wide digital platforms. You will analyze complex business problems to recommend automated solutions, identify and implement process improvements, and optimize system configurations for peak efficiency. Additionally, your primary goal will be managing the execution of the Problem Management processes for conducting root cause analysis, minimizing disruption to critical business processes across the value chain, and guaranteeing compliance contributing also to the Infrastructure Major Incident process.

Job Responsibilities

• Takes ownership of ambiguous tasks and topics in the "grey zone" and successfully drives small to medium initiatives.
• Analyzes complex business problems to recommend automated system solutions.
• Identifies process improvements and optimizes system configurations.
• Creates, implements, and maintains the overarching governance framework for global IT Problems.
• Prioritizes and communicates with stakeholders effectively.
• Maintains a bigger picture view to understand how various technical components fit into the overall product strategy.
• Interfaces closely with L1 Support and partners with the Change Advisory Board Team.
• Acts as a technical mentor and aligns development plans with the global strategy.
• Operates at the Product or Site level, making a direct impact on technical decisions.
• Leads cross-functional linked teams to address business or systems issues.
• Possesses a deep understanding of the broader technical landscape beyond the specific component.

Qualifications

• Demonstrated experience taking ownership of ambiguous tasks and acting as a technical mentor.
• 5+ years of solid, proven experience focused on IT Problem Management.
• Experience in Infrastructure Major Incident, communications, coordination, and governance of high critical incidents.
• Experience leading cross-functional linked teams to solve complex business or systems issues.
• Experience in the pharmaceutical, biotechnology, or regulated healthcare technology industry is valued.
• Proven experience working with Global Teams in remote settings.

Requirements

• Strong capability in analyzing complex business problems and recommending automated solutions.
• ITIL Certification (preferably with a focus on Problem/Incident Management).
• Expert proficiency in ITSM platforms (e.g., ServiceNow).
• Understanding of software development and/or service delivery methodologies.
• Expertise in optimizing system configurations and developing comprehensive test strategies.

Additional Qualifications

• Excellent problem-solving skills with the ability to challenge the status quo.
• Exhibits a lean & agile mindset in problem-solving and process engineering.
• Strong communication and stakeholder management skills.
• Ability to empower teams and individuals to act autonomously.
• Fluent English (written and spoken) is required.

Company Description

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.