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Lilly MD IDS - Service Management Operations Analyst in Bengaluru, India

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 35,000 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.

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.

Position Description:

Medicines Development Information and Digital Solutions (MD IDS) serves as a strategic function within Lilly Research Laboratories partnering with the Medicines Development Unit (MDU). The MDU focuses on taking potential marketable products from Research through product registration and approval. MD IDS focuses on the MDU business needs of the future, enabling improvements through information and technology solutions. The teams define and influence information and business strategies, design and develop solutions to achieve the strategic outcomes, and ensure reliable deployment and support of these solutions.

To help meet the increasing demand for Product Delivery capabilities within MD IDS Lilly, we are looking to hire talented Service Management Operations Analysts in Lilly Capability Center in India. These tech professionals will work in close partnership with the functional capability team supporting the Medicines Development – Product Delivery function. The Product Delivery IDS application portfolio contains solutions that are leveraged by our business partners to meet critical business needs for manufacture and inventory management of investigational medicines all the way to the patient. That portfolio continues to expand with solutions that will deliver value to meet the ever-increasing business demands.

The Service Management Operations (SMO) Analysts will be responsible for supporting the major applications within the Product Delivery portfolio. The analyst will apply his or her skills to respond to incidents, resolve customer issues, manage problem analysis and resolution, and execute several tasks necessary to keep the systems operating in a validated and secure manner. Work will involve incident management and response, troubleshooting system issues, problem and change management, lifecycle management of the application and its components, and contributing to a suite of periodic tasks that are required to keep the system in a validated state. If you are someone who has a blend of technical and professional skills and is open to wide-ranging responsibilities—this role will be a great fit for you!

Key Objectives/Deliverables

Professionally support Product Delivery systems following ITIL practices to ensure that the systems are

maintained in a validated state, to keep them up and running, and to ensure the lifecycle of the applications and all their components are kept current and secure. This work will include incident management and response, troubleshooting system issues, problem and change management, and executing suite of periodic tasks that are required to keep the system secure and validated.

Key Requirements:

  • ITIL Service Management experience

  • Experience using ServiceNow

  • Demonstrated problem-solving skills

  • Attention to detail, ability to follow documented processes

Additional Desired Skills:

  • Programming experience (especially Java and JavaScript)

  • Information Security and Vulnerability Risk Management experience

  • PL/SQL experience

  • Software testing experience

  • Experience in an IT Helpdesk environment

  • ITIL Foundation certification

Basic Qualifications :

  • Bachelor’s Degree (or equivalent work experience)

  • Strong teamwork, self-management, problem-solving abilities. Excellent oral and written communication skills

  • Microsoft Office skills, including Outlook, Word, Teams, Excel, PowerPoint

Lilly is a global health care leader that unites caring with discovery to make life better for people around the world. For more than a century, we have stayed true to a core set of values—excellence, integrity, and respect for people—that guide us in all we do: discovering medicines that meet real needs, improving the understanding and management of disease, and giving back to communities. We also are committed to investing in our employees and supporting a culture of well-being —through competitive pay, comprehensive employee benefit programs, and training and development resources.

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

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly 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.

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