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Service Analyst at Indivior

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Richmond, Virginia





Job Description:

TITLE:
Service Analyst

Title: Systems Analyst, North American Service Desk and Deskside

Reports To: Global Service Delivery Manager

Location: Richmond, VA

Indivior is a global specialty pharmaceutical company with a 20-year legacy of leadership in patient advocacy, health policy and evidence-based best practice models that have revolutionized modern addiction treatment. The name is the blend of the words individual and endeavor , and the tagline Focus on you makes the companys commitment clear. It represents and empathizes with the often-difficult journey each individual patient takes to overcome the challenges of addiction " a chronic relapsing disease.

Indivior is dedicated to transforming addiction from a global human crisis to a recognized and treated chronic disease. The Indivior logo radiates its patient-focused, holistic focus on expanding access to quality treatment for addiction worldwide. The company has a strong pipeline of products and candidates designed to both expand on its heritage in global opioid dependence and address other chronic diseases of addiction " including opiate overdose, alcohol use disorders and cocaine intoxication - as well as related mental health disorders such as schizophrenia.

POSITION SUMMARY:

This role will primarily support the Service Desk component of the overall Service Delivery effort within IS.  This role will support the Service Delivery Manager through management of daily activities of both Indivior and vendor Service Desk personnel.  Specifically the successful candidate will work as part of global IT End User Services Engineering and Configuration Management team and provide local support for users in Richmond.  This role will be responsible for providing hands-on level 2 support for users in Indiviors Richmond facility as well as remote workers in the US.

ESSENTIAL FUNCTIONS:

The responsibilities of this job include, but are not limited to, the following:


  • Provide onsite, physical IS support to business users

  • Knowledge of Mobile and Personal Computer hardware, software and network connectivity

  • Experience in Service Desk incident management software

  • Provide telephone support to local and remote business users

  • Experience in Service Desk incident management software

  • Manage email and user accounts within Active Directory

  • Provide support for computer peripherals and printers

  • Work with business users to develop efficient solutions to recurring IS issues

  • Maintain onsite conference room, videoconferencing equipment, printers, and copiers

  • Support MS Office and o365 tools

  • Deliver Service Level Agreements in accordance with corporate policies

MINIMUM QUALIFICATIONS:

Education:

Experience: 3-5 years systems experience

License/Certifications:

MCP preferred

ITIL Foundation preferred

Travel: 10%

COMPETENCIES/CONDUCT:

In addition to the minimum qualifications, the employee will demonstrate:


  • Ability to work in a matrixed team, including outside service suppliers

  • Ability to work in a fast-paced, project-oriented potentially high-pressure environment

  • Ability to interact clearly with business users to ensure that IS solutions fill business needs

  • Ability to work demanding hours and/or be on call during non-working hours, as project or system emergencies require.

  • Experience in managing Service Desk initiatives.

  • Excellent communication skills and interpersonal skills.

  • Willingness and ability to work with multifunctional teams both in country and across the world

PREFERRED QUALIFICATIONS:


  • 1-3 years of systems experience with PC and/or mobile management

  • Experience with LAN Desk (or similar asset management platform)

  • Experience with Windows 7 to Windows 10 upgrade

  • Experience providing hands on PC and mobile support to end users

BENEFITS:

Indivior is committed to providing a culture driven by guiding principles and top-tier benefits that match the importance of the work we do. The Indivior experience includes


  • 3 weeks vacation plus floating holidays and sick leave

  • 401(k) and Profit Sharing Plan- Company match of 75% on your first 6% of contributions discount and profit sharing contribution equal to 4% of your eligible pay

  • U.S. Employee Stock Purchase Plan- 15% Discount

  • Comprehensive Medical, Dental, Vision, Life and Disability coverage

  • Health and Dependent Care Flex Spending options

  • Adoption assistance

  • Tuition reimbursement


  • Leverage Concierge/personal assistance services

  • Voluntary benefits including Legal, Pet Insurance and Auto/Home coverage

  • Gym, fitness facility and cell phone discounts

  • Our Guiding Principles, Core Values and Vision provide a culture that unites and guides our employees.

GUIDING PRINCIPLES:

Indiviors guiding principles are the foundation for each employees success and growth. Each employee is expected to demonstrate understanding and adherence to our guiding principles in their everyday performance.

The duties and responsibilities identified in this position description are considered essential but are not limited to only those outlined.  The employee may perform other functions that may be assigned.  Management retains the discretion to add or change the duties of this position at any time.

EQUAL EMPLOYMENT OPPORTUNITY

EOE/Minorities/Females/Vet/Disabled





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