Global Operations Center Junior Technical Analyst

$83,100 - $130,900/Yr

Merck KGaA Darmstadt Germany - Rahway, NJ

Full-time - Mid Level

Onsite - Rahway, NJ

Chemical Manufacturing

About the position

The position involves coordinating critical incidents that disrupt business operations within a global healthcare company. The role focuses on ensuring rapid restoration of IT services, analyzing incident trends for improvement opportunities, and managing communication during major incidents. The successful candidate will work in a collaborative environment, contributing to the digital health revolution and enhancing the company's IT service management processes.

Responsibilities

• Coordinate critical incidents resulting in significant disruption to business operations.
• Ensure rapid restoration of IT services in response to incidents.
• Escalate issues to appropriate resolver groups and management using standard incident management processes.
• Analyze incident and problem trends to identify improvement opportunities.
• Monitor and respond to emails in the Global Operations Center (GOC) master mailbox.
• Monitor and respond to GOC EDGE events and alert management.
• Manage critical incidents from alerts, including incident triage and prioritization.
• Create and update ServiceNow tickets regularly.
• Assist Major Incident Managers and communicate with relevant stakeholders during incidents.
• Document incidents using SharePoint, Confluence, and ServiceNow platforms.
• Set up MS Teams calls/bridges for incident management.
• Participate in projects and initiatives to drive continuous improvement.
• Provide oversight to Managed Services providers to ensure adherence to defined processes.
• Identify improvement opportunities including process improvement and automation.

Requirements

• Bachelor of Science degree preferred; work experience will be considered.
• Minimum 3 years of technical support in a service desk/IT command center/network operations center role.
• Relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.
• Working knowledge of ITIL framework and its functions.
• General knowledge of infrastructure technologies and application development with specialization in at least three technologies.
• Strong interpersonal skills and ability to work in both physical and virtual teams.
• Strong analytical, decision-making, troubleshooting, problem-solving, time management, and project management skills.
• Ability to identify and prioritize multiple evolving tasks simultaneously.
• Experience using monitoring tools such as Moogsoft and SevOne.

Nice-to-haves

• Excellent analytical skills.
• Excellent communication skills.
• Excellent written skills.
• Proficiency in ITSM tools (e.g., ServiceNow, JIRA).
• ITIL Foundation certification or higher.
• Project Management experience.
• Understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with cloud services (AWS, Azure).

Benefits

• Competitive salary
• Pension and health insurance contributions
• Internal reward system - INSPIRE
• Opportunity to learn and grow professionally within the company on a global scale
• Hybrid working model
• Exciting work within a great team environment
• Position in leading global healthcare company
• Global projects, international environment