Lead IT Applications Administrator, Pharmaceutical Operations & Technology (PO&T)

Biogen SANDBOX•Research Triangle Park, NC

About The Position

This Lead Applications Administrator is a member of the PO&T Application Support team reporting to the Associate Director of PO&T Application Support. Application Support provides support for over 500 enterprise applications to the global Biogen community. The Lead Applications Administrator will play a critical role on oversight and execution to ensure the availability, reliability, and usability of Biogen’s suite of applications for PO&T. Subject matter ranges across statistical analysis tools, as well as data aggregation and master data management. Key responsibilities: Drive the implementation of the IT vision and strategy for PO&T. Coordinate incident management and drive resolution. Develop and maintain Support and Service models for production applications. Occasional issue resolution on escalated problems or challenges (non-routine ticket support). Ensure routine maintenance tasks and system administrative activities are running smoothly to maintain reliable and effective operation of all applications. Ensure change management processes are continuously followed to maintain a stable production environment. Initiate and drive to closure deviations and CAPAs as needed. Manage production deployment of application patches and upgrades. Sustain Software Development Life Cycle (SDLC) management through routine systems health assessment, maintenance of high quality documentation, and real time license management. As a member of a global IT team, participate in problem resolution related to application issues across business units and regions; this includes working with business colleagues, business-facing IT colleagues, infrastructure teams, external partners, and/or vendors. Create and maintain an informational IT “knowledge base” containing documentation of applications, policies, procedures, infrastructure, and other critical technology assets. Provide Guidance & Collaboration with Managed Service Provider (MSP) partners responsible for IT core support services and operations as required. Demonstrate excellence in customer care, assurance and service quality; ensure all appropriate Service Level Agreements (SLAs) in core service metrics are met or exceeded. Testing HPALM approval/reviews ensure following GxP The ideal candidate will possess an accomplished professional track record combined with exceptional technical acumen, excellent written and verbal communication skills, and a demonstrated potential to continually grow into new responsibilities. She/he must be a self-motivated team player who is coachable, flexible, resilient, and comfortable working under high pressure with multiple deadlines and minimal supervision in a dynamic application environment.

Requirements

5+ years application/platform management experience, 3+ years collaborating closely with technical IT teams.
Direct experience working with offshore support personnel and outsourced service providers.
Direct experience supporting GxP biotech

Responsibilities

Drive the implementation of the IT vision and strategy for PO&T.
Coordinate incident management and drive resolution.
Develop and maintain Support and Service models for production applications. Occasional issue resolution on escalated problems or challenges (non-routine ticket support).
Ensure routine maintenance tasks and system administrative activities are running smoothly to maintain reliable and effective operation of all applications.
Ensure change management processes are continuously followed to maintain a stable production environment.
Initiate and drive to closure deviations and CAPAs as needed.
Manage production deployment of application patches and upgrades.
Sustain Software Development Life Cycle (SDLC) management through routine systems health assessment, maintenance of high quality documentation, and real time license management.
As a member of a global IT team, participate in problem resolution related to application issues across business units and regions; this includes working with business colleagues, business-facing IT colleagues, infrastructure teams, external partners, and/or vendors.
Create and maintain an informational IT “knowledge base” containing documentation of applications, policies, procedures, infrastructure, and other critical technology assets.
Provide Guidance & Collaboration with Managed Service Provider (MSP) partners responsible for IT core support services and operations as required.
Demonstrate excellence in customer care, assurance and service quality; ensure all appropriate Service Level Agreements (SLAs) in core service metrics are met or exceeded.
Testing HPALM approval/reviews ensure following GxP