Hybrid Business Integrator SDM for External Manufacturing presso Lilly

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.

Position Brand Description:

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 38,000 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 individuals who are determined to make life better for people around the world.

Lilly is entering an exciting period of growth, and we are committed to delivering innovative medicines to patients around the world. MQ (Manufacturing and Quality) Tech at Lilly is looking for exceptional talent to help us deliver on our goals. 

What You’ll Be Doing:

You will be part of MQ Tech at Lilly, an organization that drives manufacturing operational excellence through utilization of technology. MQ Tech at Lilly strives to enable the making of medicine “with safety first and quality always”.

As the Business Integrator SDM for External Manufacturing, you will play a key role to translate business needs into functional requirements and manage the IT support for new technologies we will deliver from 2025 onwards for our External Manufacturing business partners. This position plays a critical role in ensuring those IT systems are delivering business value and they are also maintained, supported, and continuously improved to achieve the business expectations.  

Key Objectives/Deliverables:

• Translate business requirements to application needs for custom developed applications and/or COTS/SaaS tool configuration.

• Proactively influence the business to drive value and implement the appropriate technical solutions.

• Investigates business requirements, identifies and analyzes multiple solution alternatives and proposes one alternative based on comparative cost benefit analysis.

• Leads the definition and gathering of requirements.

• Influence life cycle decisions.

• Find innovative ways to leverage the System to drive business value.

• Provides business process subject-matter expertise to technical resources.

• Measures the value/success of the solution as proposed in the business case.

• Lead projects as they relate to software development and/or application releases.

• Maintain computer system validation for responsible applications.

• Follow best practices and change management processes to manage changes and updates to IT systems and services with minimal disruptions.

• Oversee internal and external support resources to ensure uninterrupted services for the External Manufacturing applications.

• Oversee the handling and resolution of IT incidents, ensuring timely and effective responses to minimize operational disruptions and ensuring that all support requests are efficiently logged, categorized, prioritized, and resolved within established SLAs.

• Identify and implement opportunities to streamline support processes and reduce response and resolution times. Continuously improve IT support.

• Maintain high levels of customer satisfaction by delivering exceptional IT support to end-users and addressing their needs promptly.

• Implement quality control and quality assurance measures to ensure that IT support services meet or exceed established standards.

• Regularly monitor and report on the performance of the IT support function, including KPIs and customer satisfaction metrics.

• Manage relationships with third-party vendors and suppliers to ensure their service levels are met.

• Implement and maintain a comprehensive knowledge base so that the IT support team can access relevant information and solutions for common issues.

• Stays abreast of emerging technologies, latest technology standards and implications to System solution.

• Partner with IT peers across manufacturing and solution services to identify solutions to meet business partners’ needs.

What You Should Bring:

• Exceptional customer service and communication skills to maintain high end-user satisfaction.

• The capability to align IT support services with the organization's overall strategic goals and industry-specific objectives.

• Excellent problem-solving skills to address complex IT issues and implement effective solutions in a timely manner.

• Proficiency in handling IT changes, updates, and system upgrades with minimal disruptions and in accordance with industry best practices.

• Proficiency in ITIL principles, including incident, problem, and change management, to streamline IT support processes.

• Skills in vendor relationship management and compliance enforcement to ensure reliable third-party support.

• Proven ability to work effectively in high-pressure, time-sensitive situations.

• Proficiency in pharmaceutical manufacturing processes and compliance with industry-specific regulations, such as FDA guidelines for Good Manufacturing Practices (GMP).

• Experience with Service Now is preferred.

Basic Requirements:

• Bachelor’s degree in Software Engineering, Computer Science, Computer Engineering, Business Administration, or a related field.

• Minimum of 7+ years of IT experience with at least 5+ years working in IT Support.

Additional Preferences:

• Exposure to international operations, diverse teams, global IT projects, or working in a global organization.

• Previous LEAN and Agile experience.

• Certification in relevant IT areas (e.g., ITIL, Cloud Certification, AI Certification) is a plus.

Other Information:

• Role is Monday through Friday and based on-site.  Must be flexible in providing support to accommodate other inputs (production schedules, shutdowns, etc.).  Occasional extended hours and / or off-hours work may be required.

• Position will be based at the Eli Lilly Corporate Headquarters (LCC) in Indianapolis (USA), with ability to travel to global Lilly sites as required.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including 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; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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