Description:

New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research based roles, will be required to be fully vaccinated as a condition of employment.

 

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

 

Primary Responsibilities:

 

Infrastructure & Project Support

  • The associate in this role will function as an information technology professional serving as the technical liaison between the site IT lead, and all other IT organizations for a variety of IT initiatives.

  • Assist the local IT site lead with appropriate smart hands support in the operation, planning and implementation of network and infrastructure projects.

  • Assist the local IT site lead with appropriate coordination of IT infrastructure from demand, planning through realization of funded IT infrastructure programs/projects at the site

  • Assist the local IT site lead to assure infrastructure systems remain audit and inspection ready.

  • Assist the enterprise IT team to provide smart-hands support for incidents and project support related to core infrastructure such as network and local computer rooms.

  • Provide oversight of external partners on site providing IT infrastructure and support services.

  • Perform activities related to IT related requisition, purchase order, and invoice receiving processes.

  • Assist the enterprise IT team in maintaining updated documentation of installed IT infrastructure at the site.

  • Promote IT services and be an advocate for the standard tools and software provided by the company.

  • Participate in a variety of analytical and technical assignments that provide for problem diagnosis and solutions documentation and implementation.

 

End-User Computing Support –

  • The associate in this role will function as an IT support professional at the site responsible for overseeing external partners providing level-2 issue resolution of laptop, desktop, printers, phones and mobile devices.

  • The analyst will supplement level-2 support and provide redundancy and coverage as necessary.  Activities include providing onsite or remote access diagnoses and resolution of computer hardware and software problems.

  • Responsible for proper handling of end user computing devices during its entire life cycle.  Manage and plan IT equipment lifecycle and inventory with global PCLCP team.

  • Able to analyze and diagnose complex technical problems. The work may involve implementing new technologies and procedures, integration and configuration and responding to complex client problems.

  • Leverage the ITSM system to accurately and timely record the work performed.  Maintain and contribute to a knowledge base maintained by IT

  • Partner closely with all IT support organization to ensure infrastructure and support incidents are managed within SLA.

  • Promote IT services and be an advocate for the standard tools and software provided by the company.

  • Communicate and influence user behavior towards a consistent global standard process to obtain IT services or incident reporting.

  • Provide Onboarding IT support for new hires.

 

Education Minimum Requirements:

  • BS Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.  Associate Degree with additional 6+ years of relevant experience.

 

Required Experience and Skills:

  • 3+ years hands-on experience in IT Infrastructure support

  • 3+ years hands-on experience in IT end-user support

  • 3+ years relevant experience in end-user training, documentation, communications and change management, ITSM.

 

Other Competencies and Personal Attributes:

  • Must be passionate about customer satisfaction and a customer-centric mindset.

  • Ability to communicate complex and technical and non-technical information in a clear manner.

  • Excellent communication, presentation, facilitation skills.

  • Excellent analytical, problem-solving, results driven, and decision-making abilities.

  • Excellent interpersonal skills and ability to manage requirements from different levels of stakeholders.

  • Ability to manage onsite venders to perform daily operation or to implement initiatives.

  • Ability to multi-tasks effectively and expert in prioritizing activities.

  • Ability to facilitate meetings with cross-functional/inter-country users and support teams.

  • Ability to establish strong relationships with local business and other IT functions.

  • Ability to work independently and resourceful to seek support or issue escalation.

  • Understanding of SLA, KPI management

  • Strong team work ethic and sound organizational skills for functioning with a high degree of independence on projects with minimal supervision

  • Demonstrated flexibility and the ability to manage multiple, concurrent projects in a timely and efficient manner

 

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

 

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

 

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

 

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

 

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

 

Residents of Colorado

Click here to request this role’s pay range.

 

Current Employees apply HERE

 

Current Contingent Workers apply HERE

 

US and Puerto Rico Residents Only:

 

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

Pay Transparency Nondiscrimination

 

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

 

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

About Merck:

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