The Vertex Client Analyst is responsible for service management activities to ensure business applications and infrastructure services are delivered and maintained in accordance with SLAs and business requirements. The ideal candidate will need to develop service relationships and implement reliable, business focused services to support the Vertex community by working with customers, third party suppliers and the IS/IT Teams. Must be hands on and have technical knowledge in Mobility, Windows and Mac environments. This position will report to the Manager of End User Computing.
*Responsible for process documentation and process improvements.
*Maintain effective communications with all IT and business organizations to ensure that the processes and procedures meet current and future requirements.
*Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to customer issues.
*Produce and distribute meaningful reports and metrics for Level 1 and 2 support services.
*Ensures SLA commitments are delivered.
*Secondary contact for executive support services coordinating all priority services for Management Committee members.
*Management of end-to-end ticket resolutions of internal resources.
*Coordination and oversight of Desktop Support projects.
- 4+ years of experience in technical and support services interfacing with customers
- ITIL Foundation Certification with knowledge in Incident, Problem and Request
- Strong functional and technical knowledgebase
- Highly collaborative
- Experience presenting to and working with executive level employees
- Strong communications skills (verbal and written)
- Strong project management skills
- Working knowledge of key technologies (network, OS, Mobile)
- Bachelor’s degree
- Pharmaceutical industry experience (FDA regulations)
- Experience with both Windows and MAC OS platforms
Vertex creates new possibilities in medicine. Our team discovers, develops and commercializes innovative therapies so people with serious diseases can lead better lives. Vertex scientists and our collaborators are working on new medicines to cure or significantly advance the treatment of hepatitis C, cystic fibrosis, rheumatoid arthritis and other life-threatening diseases. Founded more than 20 years ago in Cambridge, Mass., we now have ongoing worldwide research programs and sites in the United States, United Kingdom and Canada. Vertex has consistently been recognized as one of the industry's top workplaces by leading publications such as Science magazine, The Boston Globe, Boston Business Journal, San Diego Business Journal and The Scientist. For more information and to view Vertex's press releases, please visit www.vrtx.com.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.