Title: Business Objects Location: Nutley, NJ Length: 2 Months+
Exposure to Oracle and SQL database systems is a must General Description The End User Services’ associate monitors and controls the service as delivered by PGM Delivery and Production Services or vendors such as IT consulting firms (i.e. Accenture) or secondary data providers to ensure that: · performance targets (e.g. cost and quality) are met, · the end customer remains satisfied with the services, · the expected service delivery benefits are achieved, · the services continue to be performed and delivered in the expected manner, services continue, in any changed circumstances that may occur in Roche or with vendors, to be the right services, delivered to the right people, at the right time. The End User Services’ associate is concerned with the detailed aspects of service delivery to the end customer, but is not concerned with contracts; whereas GTN, M&CA or Marketing/brand team functions which own agreements for services such as data, are concerned with the vendors’ performing their obligations under the contract, of which services is just a part, and is not concerned with the services being delivered. The End User Services’ associate manages delivery of multiple data, application and other information services within Roche in alignment with business requirements and goals. The End User Services’ associate plans and delivers the technical service activities. He or she develops and manages business and technical knowledge in the business function and application area. The associate acts as the single-point-of-contact between PGM delivery teams, vendors and the Roche business functions. The End User Services’ associate coordinates the software delivery lifecycle and best practices. Specific responsibilities · Oversee the performance of the services on a day-to-day basis. · Regular liaison with business functions, or directly with vendors as to how and when required changes and/or improvements to the service can be brought about. · Lead the discussions on any proposed changes or improvements to the services which the customer group and any other relevant parties make. · Exercise with the PGM functions change control, and acceptance testing over any changing or new service elements. · Act as a single point of contact for all queries and issues in connection with the services. · Take day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of all issues which arise in connection with the services. · Generate and coordinate the service-related tasks to complete fixes or minor enhancements. · Develop service delivery proposals and identify business requirements with business sponsor and subject matter experts. · Work with End User Services’ manager; help translate major business requirements into system/functional specifications. · Oversee a service audit which may include surveying end users’ on the quality and satisfaction with BO or BO software and BO-dependent applications, or services such as help desk, data or data stewardship. · Periodic review of the services, including future plans and risk assessment as required. · In support of the EUS manager who owns the service, through whom strategic management of the service should be exercised: o Consider the services at a strategic level in the light of emerging external events, Roche’s latest business and development strategy, and the vendor's business condition, o Identify any new activities to become part of the existing services, o Consider changes to improve the structure or management of the services. · Review the vendor’s performance (i.e. SAP/BO) of the services, including service trends, service achievements, and any service exceptions. · Liaise with service vendors such as Accenture, HP or TCS. Skills and attributes · Interfaces with customers, end-users and providers/vendors, and maintains effective relationships within Roche’s PGM and business functions. · Has sufficient standing and empowerment within Roche to allocate resources in support of the services. · Shows detailed knowledge of the service requirements of the business. · Has experience in developing the requirements to purchase, design, develop and provide services. · Knows how the services perform against agreed and "best of breed" criteria. · Knows industry best practice in service delivery (benchmarking) and in the use of appropriate measurement metrics and techniques. · Co-ordinates multiple services from vendors with needs from end-users. · Prioritizes and makes appropriate trade-offs. · Has a track record ensuring application availability and capacity (minimal service outage). · Adapts services to changing requirements within agreed parameters. · Has business knowledge helpful in negotiating services to be delivered. · Identifies and realizes opportunities for improvement. Qualifications and Experience · 5-7 years experience in in informatics, IT services or technology (1+ in project management) · Excellent understanding of the features and functions of CRM sales, business intelligence and business applications · Solid know-how in the field of software development methodologies · Knowledge of the pharmaceutical industry and information needs in the sales, marketing or other business areas preferred · Know-how of project management practices · University degree --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "REQSRESUMES" group. To post to this group, send email to reqsresumes@googlegroups.com To unsubscribe from this group, send email to reqsresumes+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/reqsresumes?hl=en -~----------~----~----~----~------~----~------~--~---
