AbbVie

Associate Service Consultant (IT Service Operations Lead)

AbbVie • $90K — $120K *
North Chicago, IL 60064In-Person
Information Technology
5 - 7 years of experience
2 months ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, Computer Science or Engineering with 6 years of experience (or equivalent Master's/PhD experience).
  • Strong knowledge of application outsourcing, enhancements, Service Level Management and Vendor Management.
  • Ability to analyze data and present actionable insights to management.
  • Experience managing change control processes and their methodologies.
  • Proven experience in executing complex IT processes with a focus on process improvement.
  • Proficiency in identifying continuous improvement opportunities and executing cost reduction initiatives.
  • Excellent verbal and written communication skills to facilitate cross-functional meetings.

Responsibilities

  • Prioritize and manage demand and release changes to minimize business impact.
  • Approve Change Records for ATSS and ensure clarity in change scope and requirements.
  • Evaluate budget impacts of proposed changes and update portfolio tracking.
  • Ensure full execution of service transition processes and coordinate compliance audits.
  • Oversee the application recertification process and report audit results as necessary.
  • Assess service provider performance trends and recommend process improvements.
  • Manage vendor relationships to ensure high-quality service delivery for application maintenance.

Benefits

  • Paid time off including vacation, holidays, and sick leave.
  • Medical, dental, and vision insurance.
  • 401(k) plan.
  • Participation in short-term incentive programs.
Full Job Description
Job Description

The Service Operations Lead will be part of the Business Technology Solutions, Research and Development technology group, known as Information Research (RDIR).

This Service Operations Lead will join our Application Technology Shared Services (ATSS) group, which focuses on governance and oversight of Application Maintenance, Support and Application Enhancement activities, while delivering business value by maximizing financial investment and optimization of the portfolio. The Service Operations Lead role maintains accountability for a differentiated customer experience and driving value with a strategic mindset.

Responsibilities:
  • Demand and release change prioritization with plan/build as required. Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business.
  • Monitor and Approve Change Records for ATSS Owned Changes. Accountable for Demand Approval - ensures right change, right change type, clear & complete scope/requirements.
  • Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker.
  • Accountable for ensuring that the Service Transition processes are fully executed. Approve readiness for support transition and serves as escalation point for any delays in service transition. Primary point of accountability with fulfillment of Audit Artifact Service Requests. Coordinates with internal compliance team for internal compliance driven audit requests. Monitors MSP execution of Audit process and procedures. Ensures timely and accurate delivery of external compliance driven audit artifacts.
  • Govern the application recertification process occurs as scheduled. Provide audit results as needed.
  • Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency. Reviews ticket patterns and identifies opportunities that were presented by MSPs. Approves SLA exception breaches.
  • Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier. Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities.
  • Performs summary daily reviews of prior days ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operational parameters. Acting approver for SLA exception breaches.
  • Serves as primary AbbVie point of contact and first level of escalation for Incidents and Problems., including activities that require multiple teams to solution. Assists, when needed, with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams.


Qualifications

Required:
  • Bachelor's degree in Information Technology, Computer Science or Computer Engineering plus 6 years of experience, Master's degree plus 5 years of experience, PhD plus 0 years of experience.
  • Proven experience with Application outsourcing and terminology such as Enhancements, ARC's/RRC's, Service Level Management and Vendor Management.
  • Prior experience with systematically and logically interpreting data, including analyzing trends, solving complex problems, and presenting recommendations to management.
  • Prior experience managing changes and change control processes and methodologies.
  • Proven experience managing and executing complex IT processes and demonstrated ability to identify exceptions to the process, or potential process improvements.
  • Experience with identifying and executing continuous improvement opportunities and cost reduction initiatives.
  • Experience facilitating cross-functional meetings and demonstrated ability to effectively communicate both written and verbally.

Preferred:
  • Master degree in Business Administration, Computer Science or Computer Engineering.
  • Experience with Software Development Lifecycle (SDLC) methodologies.
  • Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical
  • Research and Development or Financial application technologies, etc.).
  • Ability to prioritize and multi-task.
  • Strong problem resolution skills.
  • Ability to influence key stakeholders to adopt innovative technology solutions in support of their strategic agenda
  • Experience in learning a new business and building both horizontal and vertical relationships with business and IT leaders
  • Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management.
  • ITIL Foundation Certification.
  • ITIL Intermediate Certification in Service Operations.
  • Experience developing and implementing Operating Level Agreements (OLA's).
  • Demonstrated ability to coordinate cross-functional teams towards task completion.
  • Experience with Service Operations in a global, multi-sourced environment.


Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
  • The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
  • We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
  • This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.

About AbbVie

AbbVie develops pharmaceuticals and medical devices. They provide products and services to therapeutic areas including immunology, oncology, neuroscience, eye care, virology, women's health, and gastroenterology.

AbbVie Careers

Joining AbbVie means becoming part of a global team dedicated to making a remarkable impact on patients' lives. At AbbVie, our employees are united in the pursuit of groundbreaking innovation and are committed to transforming the future of healthcare with leading-edge science.

Work You’ll Do

At AbbVie, you’ll collaborate with some of the brightest minds in the industry to solve challenging problems that have a high impact on society. Our culture fosters growth and embraces leadership and diversity training, ensuring that every team member can thrive.

Explore Job Opportunities

AbbVie offers a wide range of job opportunities and career paths, providing a platform where professionals can propel their careers forward. From research and development to marketing and sales, the potential to make a significant impact is limitless.

Internship Programs

Kickstart your career with an AbbVie internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at AbbVie are considered integral members of the team and are given tasks that are both challenging and rewarding.

Professional Growth and Development

We believe in nurturing our team's professional growth through comprehensive training programs, leadership development opportunities, and continuous learning. Our commitment to your career growth is reflected in our robust offerings that enhance your skills and knowledge.

Benefits and Culture

AbbVie is dedicated to supporting our employees' well-being both inside and outside of work. Our benefits package includes health, financial, and social benefits that are designed to support the diverse needs of our employees. Our inclusive culture encourages collaboration and innovation, fostering a workplace where all can excel.

Hiring Process

Our hiring process is designed to ensure a match that will be beneficial both for the company and for your career aspirations. From resume submission to interview, each step is an opportunity to showcase your skills and fit with the AbbVie team.

Networking and Career Advancement

At AbbVie, networking doesn’t just enhance your career; it propels it. We encourage our employees to engage internally and externally to build relationships that foster personal and professional growth.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and innovative team players who are ready to make a difference.

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Explore AbbVie Jobs

Whether you’re seeking to advance your career in a dynamic and empowering environment, or looking for a place where you can innovate, lead, and contribute to something bigger, AbbVie is the place for you. Join us in our mission to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow.
Learn more about AbbVie
Size
50,000 employees
Market Cap
$288.5 billion
Industry
Pharmaceuticals & Biotech
Net Income
$4.6 billion
Founded
2013
5 Year Trend
+17%
Revenue
$45.8 billion
NASDAQ
ABBV
* Ladders Estimates

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