Affiliate Manager

• Assist business users with IT processes that require guidance and support.
• Troubleshoot software and hardware issues for Windows & Mac laptops, desktops, and computing peripherals.
• Support company-managed iPhone, iPad, and Android devices.
• Work directly with researchers and laboratory IT teams to provide high-quality support for technology inside the labs.
• Participate in incident and change management activities, supporting the lifecycle and expansion of local network devices and servers.
• Deliver local telephony infrastructure support for digital and analog communications.
• Collaborate with global IT teams to address user issues, track new demands, and communicate progress.
• Review existing processes and coordinate with relevant parties for continuous improvements.
• Act as the voice of the user/customer to product teams, identifying gaps and articulating pain points for product improvement plans.
• Align standard practices with the global product team.
• Partner with other product teams to organize end-user training and equip users with self-service digital knowledge.
• Provide client technology support at off-site events and conferences.
• Collaborate with partner IT technicians, divisional IT colleagues, and business leaders to ensure cohesive team efforts.
• Utilize effective communication and storytelling skills to engage with various levels within a pharmaceutical organization.
• Demonstrate patience, problem-solving skills, motivation, trust, empathy, and vision to keep a team focused on their goals.
• Achieve goals by providing insight and direction on leveraging information and technology.
• Be independent, self-motivated, creative, and resourceful in finding solutions to user problems.
• Maintain detailed and accurate data management practices, adhering to quality and compliance standards.
• Ensure that IT equipment is provided, maintained, and properly processed at the end of life.
• Manage IT equipment lifecycle refreshes and oversee successful implementation.
• Ensure IT asset management processes are followed, and records are up to date.
• Understand and represent customer needs while aligning with Value Team priorities.
• Promote our organization’s Product Catalog offerings through initiatives & product roadshows, gathering customer feedback to support product development.
• Provide training and guidance for IT technicians, equipping them with the necessary knowledge and skills to deliver enhanced customer service.
• Develop and maintain quality knowledge articles and technical documentation.

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