Senior Specialist IT Site Services

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference. Position Summary IT Support Services delivers end-to-end IT support to our global Bristol Myers Squibb workforce ‘when, where and how you need it’. IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user centric bespoke IT Concierge offering. Besides this IT Site Services is partnering with BMS IT/Digital on delivering of all site-related digital capabilities and support services. We are servicing over 170 diverse company sites across the globe. The Senior Specialist IT Site Services is responsible for IT Site Support activities in the Netherlands (Leiden, Utrecht, Field). As part of this role, you will take part in in daily operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the regional Site Services Delivery Manager (SDM). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework. Key Responsibilities Responsible to deliver a user centric IT Concierge experience Responsible for Site Support ticket queues in the Netherlands with a focus on the end-to-end customer journey Provide direction and coordinate with augmented Site Support staff Active participation in BAU ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.) Responsible for accurate inventory of all supported assets in stock Coordinate activities with local internal and 3rd party stakeholders and vendors in alignment with SDM Support the SDM with specific project related tasks as well as bringing relevant topics to the SDM’s attention Ensuring data rooms are kept secure, clean and orderly as per BMS policies and guidelines Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization Contribute to knowledge management and adhere to defined processes, to ensure standardized approach Qualifications & Experience Good technical knowledge and previous technical support experience Previous customer support experience ServiceNow, Network, Data room and/or Audio-Visual experience are an advantage Ability to work collaboratively with colleagues, augmented staff and third-party vendors Driver’s license Travel required Regular travel between Sites in Netherlands required. Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.