Tech at Lilly Premium Support Analyst

Eli Lilly

  • Indianapolis, IN
  • $63,750-145,200 per year
  • Permanent
  • Full-time
  • 1 day ago
At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.What You'll Be Doing:You will your experience and talent to be a member of Lilly’s Tech at Lilly Premium Support team. A team of IT support professionals in providing exceptional customer service to our most senior leadership, their executive assistants, our drug submission and launch team members, new employees, special deployment projects and event support. You will deliver IT support services in accordance with industry best practices. Your primary objective will be to drive customer satisfaction and enhance the overall customer experience by providing exceptional, effective, and efficient IT support services. If this is your passion, we encourage you to apply for this role. This role is 100% onsite 5 days a week and will require 10-20% travel.How You'll Succeed:As a leader in this area, you will bring your curiosity, advanced technical knowledge, relationship building and excellent customer service skills to help build and grow a world-class premium Team dedicated to our senior leadership, submission and launch teams as well as our new employees. You will use your experience to accomplish the following:
  • Assist to develop, implement, and maintain IT service management policies, procedures, and processes.
  • Continuously assess and improve IT support processes to ensure that they are aligned with industry best practices and meet the evolving needs of our customers.
  • You will bring to bear your excellent verbal and written communicate skills to interact with customers at all levels and translate technical conversation into everyday language.
  • The successful candidate will hold themselves to the highest standard of integrity, honesty, trustworthiness, and won't be shy about speaking up when you disagree.
  • Humility is a very important aspect of success; no job is too big or too small for you.
  • Depending on how you want to grow in your career, we'll add in other types of projects that fit your interests.
  • Passion for technology, learning and user experience!
  • Coordinate with other IT teams to ensure that incidents and service requests are resolved in a timely and efficient manner.
  • Develop and maintain a knowledge base to ensure that support staff have access to up-to-date information on IT support procedures and best practices and share that key leaning across all support teams.
  • Foster a culture of customer centricity and continuous improvement within the IT support team.
What You Should Bring:
  • Experience with IT service management frameworks such as ITIL.
  • UX certification such as Certified UX Professional (CPUX) or Certified User Experience Designer (CUXD) is a plus.
  • Excellent communication skills, both verbal and written.
  • Strong leadership skills and the ability to motivate and inspire a team.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Strong problem-solving skills and the ability to think creatively.
  • Strong customer service orientation and a commitment to delivering exceptional customer experiences.
  • Adept at building and maintaining relationships with internal stakeholders.
  • Experience with project management methodologies such as Agile or Scrum is a plus.
  • The ability to identify and solve complex IT support issues in a timely and efficient manner.
  • The ability to analyze data and use it to make informed decisions. The ability to identify and implement process improvements that enhance the efficiency and effectiveness of IT support services.
Basic Requirements:
  • Bachelor’s Degree in Computer Science, Information Technology or related technical field with a minimum of 2 years of lead role experience in IT support OR
  • High School Diploma/GED with a minimum of 3 years of experience in an IT support role.
  • Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
Organization Overview:Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $63,750 - $145,200Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.#WeAreLilly

Eli Lilly