Associate Business Systems Consultant - Operational Governance

Lake County, IL, United States
Nov 22, 2020
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

The Associate Business Systems Consultant - Operational Governance role is responsible for the management and oversight of all the elements of the Governance framework. The role will execute Governance activities for all EAS service providers and internal BTS teams across specific functions and services. The role is accountable for ensuring consistent process execution across EAS BTS teams and the governance of the processes as well as driving implementation, adoption, and continuous improvement within the processes. This role helps ensure that we maximize the productivity and efficiency gains from EAS BTS Service Providers.


  • Conduct Governance activities and execute operational governance meeting cadence with all EAS BTS Service Providers.
  • Employ consistency and rigor in establishing and governing EAS BTS service providers throughout the lifecycle of the services. Ensure compliance through structured governance processes and reviews. Maintain reviews to certify that EAS BTS teams remain in compliance with AbbVie Policies such Third-Party Workforce Management (3PW).
  • Identify operational governance challenges such as efforts duplicated, resources wasted, unnecessary contract changes, performance not at contractual levels, to prevent value leakage and maximize the expected value.
  • Track operational process performance across EAS BTS and assist management in identifying and monitoring operational governance that may affect multiple business areas and take appropriate action.
  • Identify process improvement opportunities and develop subsequent plans of action to resolve gaps with minimal management intervention. Leverage existing reports and develop specific reports to communicate monthly governance results to EAS BTS teams.
  • Perform contractual reviews with key internal stakeholders to monitor thresholds for contract term and conditions changes that materially impact AbbVie.
  • Establishes and maintains mechanisms to track completion and/or adherence to deliverables and obligations timelines. Develops, implements, monitors processes, defines success outcomes and clear metrics.
  • Responsible for reviewing the service provider Service Level achievement and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier. Helps manage review and approve/reject within internal contract/vendor management systems.
  • Monitor and support Operational governance metrics performance tracking and monitor / escalate operational risk trends. Develop process flow maps of identified processes selected for process improvements.
  • Implement a diagnostic worksheet to measure the health of our service providers. Use data-driven analysis to proactively monitor risks and adjust accordingly.


  • Make possible the EAS BTS Value Framework through alignment between AbbVie and Service Providers.
  • Ensure consistency in governance and reduce duplication of governance activities.
  • Challenge service providers to deliver continuous improvement and innovation.
  • Build strong relationships between the Service Providers & EAS BTS process owners to ensure alignment and the consistent and effective delivery of operational processes to the organization.
  • Accountable for ensuring overall process is being performed in alignment with the documented governance processes to make certain its effectiveness and efficiency.
  • Establishes and maintains productive relationships with all levels in AbbVie BTS organization and with external partners.
  • Identifies current and emerging governance solutions using standard methodologies and best practices.
  • Analyze service provider performance to identify patterns and trends to provide a consistent and integrated approach which is aligned with the EA BTS Governance framework. Develop, integrate, improve governance "playbooks" and documentation.
  • Enable value thru process adherence at the enterprise level and enact continuous improvement programs as needed to increase the organizations performance and/or maturity.
  • Advocate for the processes across EAS BTS and their Service Providers supporting adoption and continuous improvement where needed.
  • Propose and deliver optimization initiatives to support the culture of continuous improvement.
  • Focus on business outcomes, delivering value, and ensure communication plans are executed.
  • Enforce and enhance internal governance controls by providing guidance and counsel to EAS BTS teams.



  • Bachelor's Degree. Degree in Information Technology, Computer Science or related discipline preferred.
  • 7 years of technology and/or related experience.
  • 6 years of IT Service Management experience.
  • 6 years of experience working directly with Service Providers and Global Managed Services.
  • At least 6 years of experience working with cross-functional teams and staff of all levels including managed service providers.
  • Highly organized with great attention to detail.
  • Strong interpersonal/relationship management skills.
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders as well as end users.
  • Good analytical and problem-solving skills.


  • ITIL Foundation Certification.
  • Demonstrated experience and deep understanding of the pharmaceutical/ life science business including the applicable business and technology processes.
  • Master's Degree in Information Technology, Business Administration.
  • Ability to prioritize and multi-task and strong problem resolution skills.
  • Demonstrated ability to coordinate cross-functional teams towards task completion and facilitate consensus across key BTS personnel.
  • Demonstrated ability to enact change across an organization in the absence of a direct reporting relationship.
  • Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadline.

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Job Type
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Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.