Analista De Negócios De Ti Sênior - Divisão De Tecnologia Da Informação (It) - São Paulo / Sp

Abbott Laboratories; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A global healthcare leader in São Paulo is seeking an IT Support Liaison to oversee the virtual service desk and facilitate communications between business areas. The ideal candidate should have a Bachelor's degree in IT, be fluent in Portuguese, Spanish, and English, and possess strong negotiation and interpersonal skills. Responsibilities include managing support for various projects and ensuring cohesive communication within the IT department. This role offers opportunities for growth within a committed and diverse workplace.

Serviços

Career development opportunities

Recognition as a great workplace

Diversity and inclusion initiatives

Qualificações

• Bachelor's degree in Information Technology is required.
• Fluent in Portuguese, Spanish, and English.
• Experience in IT Support, Infrastructure and Application.
• Excellent interpersonal and negotiation skills.

Responsabilidades

• Act as a primary liaison between Global Service Desk and business areas.
• Oversee the virtual service desk and remote desktop team.
• Support regional business areas directly with IT leads and Business Relationship Managers.
• Manage relationships with client groups and escalate high-profile issues.

Conhecimentos

IT support experience

Fluent in Portuguese, Spanish, and English

Excellent verbal communication skills

Strong interpersonal skills

Critical thinking

Negotiation skills

Customer Experience focus

Technical relationship management

Formação académica

Bachelor's degree in IT

Ferramentas

ServiceNow

ITIL methodology

ITSM tools

Descrição da oferta de emprego

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.
• 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 Manager to resolve issues.
• QoS Program (Quality program) and IT to IT 360° 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 Manager.
• 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.

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.