Senior Business Process Engineer

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 www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Purpose:
This role will help BTS accomplish excellence in process execution and continuously verify the processes are fit for purpose and use by enhancing the alignment between business processes and information technologies across various functional teams within Infrastructure Services and Operations. This includes the accountability for process analysis, design, definition, promotion, and governance of the processes as well as driving implementation, adoption, and continuous improvement across the process landscape.  This role is accountable for process performance including the identification, prioritization, planning and execution of specific improvement programs.    

Responsibilities:
• Define and document in-scope processes, working with stakeholders across IT and aligned to existing frameworks, policies, and SOPs
• Drive establishment of SLAs across multiple functions and oversee Service / Process Improvement Planning and execution when required for in-scope processes
• Act as the point of escalation for each process within the organization, including IT, service providers, and business partners
• Define Critical Success Factors and Key Performance Indicators (KPI) for the processes
• Track process performance across IT-Infrastructure and communicate outcomes to the service owners and leadership as needed
• Participate in process ownership governance activities and meetings to ensure effective process management and adoption across the organization
• Manage all exceptions to the process, looking for opportunities to remediate and prevent recurrence of the exception
• Own the definition of requirements to implement processes for selected platforms
• Provide comprehensive view of demand for processes, factoring in all enhancements and development and create reports at the detailed and aggregate levels for leadership
• Partner with the Service Management platform team to enable processes via leading industry technologies, such as ServiceNow. Ensure processes are in compliance with any IT or AbbVie policies

Qualifications

Qualifications:
• Master’s Degree in Information Technology, Business Administration  Bachelor's Degree with 9 years’ experience
• Green / Black belt certification: Experience applying Lean Six Sigma or process management principles 
• Experience in technology and related management experience including IT Service Management experience.  At least 3 years of experience working with cross-functional teams and staff of all levels including managed service providers
• ITIL Intermediate certification in Service Operations. Subject matter experience overseeing and executing in ITIL operations processes
• Experience with executing complex organizational change management programs. Demonstrated ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel
• Preferred: Demonstrated experience and deep understanding of the pharmaceutical/ life science business including the applicable business and technology processes and supporting technology architectures
• Ability to prioritize and multi-task and strong problem resolution skills. Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines
• 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. methods, including root cause analysis
•Preferred: Knowledge of and experience with Service Management business and technology trends in a global multi-sourced environment

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
M
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.