It Premium Support Associate

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 35,000 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 people who are determined to make life better for people around the world.

About The Organization

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we create new possibilities through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

What You Will Be Doing

You will your experience and talent to lead and be responsible for Lilly’s Tech@Lilly Premium Support team. A team of IT support professionals in providing exceptional customer service to our most senior leadership, their executive assistants, and our drug submission team members. You will ensure that our IT support services are delivered in accordance with industry best practices. Your primary objective will be to drive customer satisfaction and enhance the overall customer experience by providing exceptional, effective, and efficient IT support services. If this is your passion, we encourage you to apply for this role.

How You Will Succeed

As a leader in this area, you will bring your curiosity, advanced technical knowledge, relationship building and excellent customer service skills to help build and grow a world-class walk-up IT help center known as IT on Point (ITOP) and be part of our premium support staff dedicated to our senior leadership. You will use your experience to accomplish the following:

• You will Lead a team of dedicated IT support professionals in providing high-quality IT support services to our internal customers. Develop, implement, and maintain IT service management policies, procedures, and processes.
• Continuously assess and improve IT support processes to ensure that they are aligned with industry best practices and meet the evolving needs of our customers.
• Humility is a very important aspect of success; no job is too big or too small for you.
• The successful candidate will hold themselves to the highest standard of integrity, honesty, trustworthiness, and won't be shy about speaking up when you disagree.
• You’ll ensure that the IT support staff are well-trained, knowledgeable, and equipped with the necessary skills and tools to provide best in class support to our customers.
• Develop and maintain a knowledge base to ensure that support staff have access to up-to-date information on IT support procedures and best practices and share that key leaning across all support teams
• Coordinate with other IT teams to ensure that incidents and service requests are resolved in a timely and efficient manner.
• Depending on how you want to grow in your career, we'll add in other types of projects that fit your interests.
• Foster a culture of customer centricity and continuous improvement within the IT support team.
• You will bring to bear your excellent verbal and written communicate skills to interact with customers at all levels and translate technical conversation into everyday language.

Requirements

• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
• High School Diploma/GED with a minimum of 5 years of experience in an IT support role with 2 years of lead role experience
• Bachelor’s Degree in Computer Science, Information Technology or related technical field with a minimum of 2 years of lead role experience in IT support OR

Additional Preferences:

• Ability to work effectively in a fast-paced, dynamic environment.
• Strong customer service orientation and a commitment to delivering exceptional customer experiences.
• Experience with project management methodologies such as Agile or Scrum is a plus.
• Experience with IT service management frameworks such as ITIL.
• UX certification such as Certified UX Professional (CPUX) or Certified User Experience Designer (CUXD) is a plus.
• Adept at building and maintaining relationships with internal stakeholders.
• The ability to identify and solve complex IT support issues in a timely and efficient manner.
• Strong leadership skills and the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and the ability to think creatively.
• The ability to analyze data and use it to make informed decisions. The ability to identify and implement process improvements that enhance the efficiency and effectiveness of IT support services.

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( [email protected] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, 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 help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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