Analyst, Contact Center Digital Capabilities

About the position

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world. Business Units is a global organization strategically positioned so that through information and technology leadership and solutions, we create meaningful connections and remarkable experiences, so people feel genuinely cared for. The organization is accountable for crafting, developing, and supporting commercial or customer engagement services and capabilities that span multiple Business Units. In this role, you will collaborate with Lilly Patient Services and Global Medical Affairs Contact Center partners to understand their business needs and implement digital-first solutions. The position involves grooming and maintaining a backlog of features and capabilities for global medical contact centers, focusing on a digital-first strategy. This includes gathering requirements and converting them into a format that is easily understood by all stakeholders. This position reports to the Executive Director of Global Medical Affairs.

Responsibilities

• Understand the needs and requirements and provide strategic consultation to implement and increase the value of digital first call center capabilities
• Build and prioritize a backlog of product features using agile methodology that ensure on-time delivery and value for our customers
• Build effective relationships with business partners to influence technology solutions as related to digital first call center capabilities
• Influence and lead cross functional IT solutions to ensure delivery on commitments, resolve issues when needed and mitigate risks
• Proactively accelerate change and drive innovation by identifying short and long-term improvement opportunities that cross multiple business and IT departments
• Coordinate deployment of new features and releases including user acceptance testing and change control validation
• Collaborate with IT quality representative to drive toward a high degree of quality, compliance, and regulatory standards in the delivery of services and projects

Requirements

• Bachelor's Degree in Computer Science, Management Information systems with at least 4 years of experience or High School Diploma with 6 years of equivalent work experience
• Proven experience leading projects globally
• Qualified candidates must be legally authorized to be employed in the United States now and in the future. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status)

Nice-to-haves

• Experience with vendor management
• Certifications or experience in Agile project delivery, especially Scaled Agile Framework (SAFe)
• Experience working globally across organizational levels and in a multicultural environment
• Influence: ability to influence and steer people at all levels, without authority
• Ability to prioritize and quickly resolve issues
• Ability to communicate with multiple partners and translate business needs into technical requirements

Benefits

• Eligibility to participate in a company-sponsored 401(k)
• Pension
• Vacation benefits
• Eligibility for medical, dental, vision and prescription drug benefits
• Flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• Life insurance and death benefits
• Certain time off and leave of absence benefits
• Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)