Lilly Sr Specialist -Field Operation Data Support-FDE in Indianapolis, Indiana


Title Sr Specialist -Field Operation Data Support-FDE

City Indianapolis

State / Province Indiana

Country USA

Workplace Arrangement Local

Company Overview At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Responsibilities The Sr. Specialist – Medical Liaison Operations will be responsible for stewardship of all Medical Liaison databases, web-based technology and other IT capabilities. The Specialist will provide significant oversight of and support for the users of the US ML CRM tool. The US ML CRM tool is a regulated repository for documenting interactions that Medical Liaisons have with their customers. As this system securely stores health care professionals’ unsolicited requests for medical information, proper usage and maintenance of the system is critical to continued business operations. The Specialist will also deliver projects related to strategy and process, create content for presentations, manage the dashboard process for the organization, and support operational control oversight processes in partnership with the US ML Capabilities Consultants. In addition, the Sr Specialist will aide Capabilities delivery on the organizations customer satisfaction surveys, fulfill audit requirements, and lead process improvements.

The Sr. Specialist role requires a clear understanding of the Medical Liaison role, the US ML organizational strategy, Medical Liaison business processes, Medical Liaison business metrics, and the activities necessary to meet organizational goals and compliance requirements.

US ML CRM Tool Business Process Support

The Sr. Specialist provides technical support to licensed users of the US ML CRM tool. This requires mastery of the system, unique knowledge of the platform in order to run reports, as well as a customer-centric approach. The Specialist utilizes Service Now to track user requests, make appropriate system changes and, if needed, escalate appropriate technical problems to the CRM System Administration Group. The Specialist is also responsible for testing any changes to the database prior to migration to production. Other support activities include promptly responding to user inquiries, developing announcements related to system-wide issues affecting all users, analyzing error reports, communicating issues to identified users, and trouble shooting problems in conjunction with IT to resolve user, reporting, and system issues.

Data Stewardship

  • The Specialist is partially responsible for data integrity within the CRM tool database. These tasks include appropriate on-boarding of new users, alignment coordindation, communicating pick-list value needs to appropriate business partners, identification and removal of private information, identification of inappropriate system content, and other data integrity that may arise.

  • The Specialist will execute various reports and develop custom reports to meet the information needs of Medical Liaisons leadership and other medical, legal, and compliance personnel. This includes the ability to work at an advanced level in Microsoft excel to combine and analyze data as necessary.

  • The Specialist will also provide support to the Medical Liaison Managers and other personnel in the completion and analysis of Quality Reviews of documentation within the tool.

  • Lilly Net Site Designer/Site Steward

  • The Specialist will serve as the Site Designer for all Medical Liaison collaboration sites. Responsibilities include leading the design and configuration of Lilly Net sites and security groups to achieve business objectives, documenting site architecture, metadata strategy, security planning, migration strategy, and configuring web parts and implementing the Medical Lilly Net best practices and standards.

  • The Specialist will also serve as the Lilly Power User for all Medical Liaison sites. Responsibilities include assisting Internal Liaison Associates on sharepoint activities, including training and providing direction regarding content management and permisssions. Other activities include facilitating content migration and long-term maintenance of each site, ensuring that content complies with organizational policies, maintaining site architecture/metadata to ensure effective search and navigation, identifying potential enhancements for sites, ensuring that all links on the site are valid, periodically reviewing content quality, and working with the Site Sponsor and individual content owners to remove, archive, or delete old or irrelevant content based on records retention policies and litigation hold. Lilly Net Power User responsibilities include working with other Power Users to develop an overall training plan for the organization and delivering ongoing coaching to help raise the level of Lilly Net expertise within the Medical Liaison organization.

  • The Specialist will serve as Record Owner and/or Data Steward of the records archive for Medical Liaison Tool Box and Operations Secure Site repository. The Specialist will preform yearly periodic review for documents record retention periods.

  • The Specialist is responsible for other collab-sites review and archival activities as requested.

Medical Liaison Operations Project Support

  • The Specialist will be responsible for project support for Medical Liaison Operations through direct project ownership, as assigned.

  • The Specialist will work directly with information technology (IT), Library Information Services, vendors, Global Medical Affairs Development and other personnel on process improvement initiatives to deploy the necessary tools, processes, and other resources to enable successful field activities and support information dissemination.

  • The Specialist will collaborate with appropriate Global Medical Communications, and Global Medical Training personnel in the design and implementation of user training programs and support materials for ML databases/technology and relevant business processes.ML Business Process and Operations Support

  • Implement the quarterly Dashboard reporting process across the function

  • Be responsible for managing all outsource / RFP proposals.

  • Partner with the ML Strategy and Capabilities Manager during the business planning process

  • Maintain documentation for all US ML business decisions

  • Track and archive Clinical Insights Initiatives

  • Lead document retention and archival processes and procedures for the function

  • Informally lead and provide functional support for other support roles across the ML function to ensure consistency in processes across therapeutic areas and business units.

  • Develop presentations to communicate Voice of the Customer survey data for the organization

  • Create and run data reports, as requested

  • Implement quality checks of ML databases/sites.

  • Partner with the Medical Liaison Trainer to implement ML On-boarding and support maintenance of the ML University Curriculum

Computer Expertise

  • High Proficiency in PowerPoint, Word, Excel, and Microsoft Share-point, IEvent, I Magazine and snag it. Able to create presentation-quality materials

  • Expertise in CRM tools/documentation systems- strong learning agility across database technologies and document manipulation

  • High-level end-user computer skills

Basic Qualifications

  • Associate's Degree (e.g information management, business systems management)

  • Minimum of 5 years professional experience in data management

  • Completion of Post Offer Exam, Completion of Work Simulation or Completion of Administrative Skills Testing if applicable.

  • Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.

Additional Skills/Preferences

  • Bachelor’s degree preferred

  • Willingness to accept responsibility and be able to juggle multiple priorities

  • Ability to independently initiate and lead projects which contribute to team goals

  • Strong interpersonal skills

  • Excellent written and verbal communication skills

  • Demonstrated attention to detail and ability to manage and organize data

  • Proven ability to communicate and negotiate solutions to complex technical challenges with cross-functional colleagues and external vendors

  • Self-management and motivation

  • Proven ability to assemble, share and apply key learning’s across multiple areas

  • Demonstrated project management and time management skills

  • Ability to work across cultures

  • Demonstrated proficiency with Excel, Word, PowerPoint, and web-based technology

  • Advanced working knowledge of Lilly Net (SharePoint)

  • Prior experience with Veeva strongly preferred

  • Proficiency with the Survey Tools strongly preferred

  • Prior experience with Lilly library retrieval and copyright payment processes

  • Service Now experience

  • Rightsphere knowledge and experience

  • General knowledge of scientific, medical and technical terminology

  • General knowledge of scientific literature and library retrieval processes

Additional Information

  • This position is not permanent. It is for a fixed duration of two years with potential to extend annually for up to 4 years.

  • Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Removal Date 17-Oct-2017