Virtual Collaboration Technical Analyst

Job description

Details:
WHO ARE WE?
At GSK we are a science-led global healthcare company. We research and develop a broad range of innovative products in three primary areas of Pharmaceuticals, Vaccines and Consumer Healthcare. Our mission is inspiring and challenging – to help people do more, feel better and live longer.

We have a significant global presence with commercial operations in more than 150 countries, a network of 86 manufacturing sites in 36 countries and large R&D centres in the UK, USA, Spain, Belgium and China.

JOB PURPOSE and KEY RESPONSIBILITIES:

The Virtual Collaboration Technical Analyst is responsible for supporting GSK's Virtual Collaboration technical product integration team across all GSK business units and appropriate platforms (Microsoft Skype for Busines, Microsoft Teams, Cisco WebEx and VoIP Telephony. This role is closely aligned to the Virtual Collaboration service team Product Owners and Technical Manager and is a highly technical focused position. The position involves analyzing current and future product offerings against GSK user requirements for all current tools, providing technical support for service integration activities, working with external vendors to obtain the required services for problem reporting and resolution as a subject matter expert. This role will participate in technical SWATs as the subject matter expert and will be a participant in 3rd level Help Desk/Operations resolution as needed. This role requires recent technical knowledge and experience working with Microsoft Skype for Business, Microsoft Teams, Cisco WebEx and VoIP telephony.

The successful candidate will:
• Identify capacity requirements for the implementation of new virtual collaboration features or tools
• Develop capacity and service performance forecasts based on migration plans
• Interface with Vendors to obtain the required capacity according to need.
• Interface with Microsoft, Cisco or BT engineering groups on an ongoing basis
• Perform integration of video, voice and data infrastructure according to standard procedures for these solutions across GSK.
• Establish technical installation plans
• Assist the Technical Manager in strategy planning
• Assist the Dirctor, Virtual Collaboration in maintaining the service roadmaps
• Lead troubleshooting initiatives to resolve service problems as they arise in conjunction with GCS Ops team
• Establish & maintain personal training levels to meet GSK Compliance standards and develop core competencies.
• Be responsible for technical evaluations, testing, packaging and supporting the virtual collaboration tools and related software
• Align and provide input to the company portfolio of approved headsets
• Ensure GSK receives consistent quality in solutions from external vendors.
• Manage technical production implementations encouraging partnerships with other EIS Services, Strategies and Project Management, that require solutions from design through deployment to operational acceptance in an orderly and predictable way for GCS services.
• Demonstrate critical and technical thinking that will enable the creation of efficiencies in support of support service initiatives manifested in clear value propositions and cost benefit analysis.
• Work with the Product Owners to champion, influence and market new applications and features for use at all levels of the organization.
• Concentration on service efficiencies and capabilities of synergistic processes through integration and automation.
• Understand, embrace and leverage a service perspective that is customer focused and performance driven to manage all services in support GSK business objectives.

• Engage with the Technical Manager and Tech Architects.
• Service Leadership -Understands, embraces and leverages a service perspective that is customer focused and performance driven to manage all services in support GSK business objectives.
• Customer and Peer Partnership
• Collaborates effectively across boundaries within Tech and between Tech and the businesses serviced.
• Establishes strong working relationships and practices with clear accountability for delivery and service.
• Understands valid customer needs and translates them to change and evolve our infrastructure to meet the need
• Change Management -Understands the potential impact of change processes and instills appropriate awareness with team members and customers.

Key Stakeholders, Business & Tech Partners that this role MUST engage with:
• Voice Services Delivery and Operations
• Tech Security
• Perimeter Management
• Network Services
• GCS Operations Team

Contact information:
You may apply for this position online by selecting the Apply now button.

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GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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jobDetails

Desired profile

Basic qualifications:
• Knowledge of data networking and IP topologies and how it may impact application infrastructure and performance
• Background/Knowledge of IP Technology
• Knowledge of GSK's Change management Guidelines
• Knowledge of Service Development and operations
• Strong communications and writing skills
• Ability to build and leverage a strong network of peers and partners and across multiple disciplines
• Must be able to multi task and meet targets
• Must have good networking, leadership and negotiation skills
• Ability to generate ideas and work independantly

Preferred qualifications:
• Creative, diplomatic, cool under pressure and excellent interpersonal and presenting skills. Must have a high level of technical curiosity.