IT Support Analyst

Location

South San Francisco, CA | United States

Job description

Come to work each day with an inclusive and collaborative business technology team. As a IT Support Analyst in AbbVie Business Technology Solutions (BTS), you’ll have opportunities to contribute to the digital transformation of a leading biopharma company, helping to create solutions that impact patients and their communities for the better.

In this role you’ll be responsible for:

• Providing in-depth troubleshooting and remediation of technical IT issues onsite as well as remote users
• Partnering with various business stakeholders, technology leads, external agencies, and partners
• Ope r a t i ng a s t he s ub j e c t m a tt e r e x pe r t and po i n t pe r s on f o r a ll IT t op i cs on t he c o r po r a t e s pa c e

Tools and skills you will use in this role:

• User provisioning process and procedures
• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Constantly monitor individual queues to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation point.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update SNOW tickets (Incident and Service Request) and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Clear interpersonal communication, proofreading, editing, and formatting skills

Experiences that make you a strong candidate for this role:

Required:

• 2 years of experience in IT support activities with some VIP/Executive level support.
• Proven analytical and problem-solving abilities
• Familiarity with MS Office Suite
• Exceptional customer service skills
• Ability to absorb and retain information quickly and to present ideas in a user-friendly language

Beneficial:

• Work experience in the pharmaceutical industry
• Bachelor's degree

If you believe you’re a great fit for this job but don’t have all of the experiences listed above, we encourage you to apply anyway!

Why Business Technology Solutions

For anyone who wants to use technology and data to make a difference in people’s lives, shape the digital transformation of a leading biopharmaceutical company, and secure sustainable career growth within a diverse, global team: we’re ready for you.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in  good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual  compensation paid within this range will depend on many factors including geographic location, and we may ultimately  pay more or less than the posted range. This range may be modified in the future.

  • Pay Range: $22.90/ hr to $43.00/ hr

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision  insurance and 401(k) to eligible employees.

• This job is eligible to participate in our short-term incentive programs. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable.  The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits  that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and  may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

Job tags

Salary