Analista de Negócios de TI Sênior - Divisão de Tecnologia da Informação (IT) - São Paulo/SP

Analista de Negócios de TI Sênior - Divisão de Tecnologia da Informação (IT) - São Paulo/SP

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our São Paulo Site.

What You’ll Do

Bridge separate business functions to optimize cohesive organizational effectiveness by acting as the primary liaison between the Global Service Desk (GSD) and IT/business areas with seven primary areas: Strategic Initiatives, Relationship Management, myIT connect, and myIT event/popup, Escalations, M&A Engagement, Problem Management.

Responsible for overseeing the virtual service desk and remote desktop team.

Provides direct support to regional business areas directly with IT leads, Business Relationship Managers (BRMs), and their customers.

Applying IT/business knowledge and experience to develop and understand the business case and business requirements to solve technology-related business problems.

Interacts with Business Owners and Project Managers to identify support requirements for projects and initiatives, both new and modifications to existing support models.

Relationship management, business strategy and planning, and demand management for the GSD and the larger IT organization (BTS).

• Global Service Desk & Remote Desktop Support supports the organization.
• Overseeing the virtual service desk and remote desktop team.
• Act as an escalation point for technical and non-technical issues, including client issue escalation. Either resolve the issue directly or work with the GSD Relationship Mgr. to resolve issues.
• QoS Program (Quality program) and IT to IT 360º Feedback process (Program to identify opportunities to improve across the IT areas).
• Leads the regional day-to-day relationships with the client groups. Escalates higher profile issues to GSD Relationship Mgr.
• Conduct and Train users on IT applications, as well as IT partners.
• Knowledge Management - communicates new articles, changes, or retirement of existing articles to GSD team driven by projects or other initiatives we are engaged.
• GSD Intake Consolidations and resource management.

• For Strategic Initiatives, the following activities are included:
• Ad Hoc project requests, Project preparation (GSD projects – work with partners), Sustained solutions for project delivery & Project approvals/toll-gating (are they ready to go live).
• E-bonding setup & Hypercare setup.
• M&A activities.
• Project resources - staffing on outside GSD projects.
• Reporting Requests.
• Regional impact assessment.

• For Relationship Management the following activities are included:
• GSD representation at regional meetings, Change Pipeline Meetings, Finance, and other change meetings.
• Liaisons for BRMs, Change Champions, IT Country Heads, and other Partners.
• Intake consolidations & GSD upcoming activities and communications to partners.
• Partner with OCM and User Experience teams & Partner with IT organizations for staffing myIT connect, events, and popup.

Required Qualifications

Bachelor's degree: IT (Information Technology).

Language: Portuguese, Spanish and English fluent.

Experience in IT Support, Infrastructure and Application.

Excellent verbal communication skills.

Excellent interpersonal skills.

Critical, Insightful thinking.

Ability to listen, build rapport, and credibility as a strategic partner with business units, as well as with leadership and functional teams.

Highly skilled and experienced at negotiating conflict and problem-solving.

Ability and comfort with working at senior management level.

Experience in Level 1 Support, Focus on Customer Experience, ITIL/COBIT methodology, Project methodology, ITSM tools (ServiceNow), Service Desk process, Cyber Security process, and Policies & Procedures.

Excellent Technical relationship skills to talk with IT peers, and business areas, acting as the focal point in technical and escalation issues, translating into solutions for business areas.

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is N/A.

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

IT Services & Solutions Delivery

DIVISION:

BTS Business Technology Services

LOCATION:

Brazil > Sao Paulo : Building 1

WORK SHIFT:

Standard

TRAVEL:

Yes, 20 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable