Director, End User Support - Customer Engagement Solutions

Are you looking to make a difference in a patient's life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!

What you will be doing

As of August 24, 2021, AmerisourceBergen requires all U.S. team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a disability/medical reason or sincerely held religious belief you will be required to follow AmerisourceBergen's policy and process to apply for an exemption/accommodation.

POSITION SUMMARY:

• Director of End User Support - Customer Engagement Solutions is the primary owner of solution platform operation to all business users for our CRM production environment.
• This role will oversee incident response and resolution, system admin tasks fulfillment, minor enhancements delivery.
• This role will also define and develop incident response strategy, and collaborate with business and IT leaders on the long-term strategies to maintain and enhance the platform.
• This role will lead a team of IT professionals consisting both internal employees and also external staffing augmentation.
• This role is expected to demonstrate in depth knowledge of end user support structure and process in customer engagement solutions and Salesforce platform.
• This role is also expected to demonstrate expertise in business operation understanding and end user expectation management.
• This person should also possess strong leadership capability to manage the team and consistently maintain SLA and system stability.
• This role supports highly complex business processes that require cross-team integration and would require managing and leveraging resources from business stakeholders, IT product owners, IT technical community and other systems in support of their product.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Responsible for defining and developing an incident response strategy. This typically includes establishing communication channels, defining escalation policies, creating and organizing run playbooks, and briefing teams on incident response plans.
• Acts as the primary contact and coordinator for all resolvers and resources, informing involved teams and stakeholders
• Responsible for determining priority, triaging, escalation, SLA, and closure of incident and support request
• Responsible for root cause analysis and driving business/IT stakeholders to a plan of temporary and/or permanent resolutions
• Responsible for collaborating with peer IT teams to execute minor enhancement requests, and end user validation
• Responsible for fulfilling admin type of end user requests, including direct data uploading/maintenance, user security & access, report & dashboard optimization etc.
• Responsible for managing a team of IT professionals;
• Responsible for talent engagement and development, and internal people capabilities planning and hiring/coaching
• Collaborates with business/IT stakeholders to understand their needs and partners with other IT platforms and IT shared services to provide resolution
• Regularly reviews service provider performance to identify and confirm performance problems; notifies Vendor and VMO management of issues and escalates to business and IT leaders with regards to vendor performance issues and improvement plans.
• Contractor Management: Oversight of contractor work and performance, including coordinating with Centers of Competence in identifying, onboarding and evaluating vendor performance.

What your background should look like

• Bachelor's degree in Computer Information Systems or another related field, or equivalent work experience
• Preferably 7+ years in Information Technology in progressive levels of responsibility and leadership
• Proven record of success in leading IT product/project delivery & leading team(s)
• Salesforce-driven solution delivery experience is required and Salesforce certified training & credentials are preferred:
  • Administrator & Advanced Administrator
  • Service Cloud Consultant

• Experience of critical delivery components of IT such as: Product Management, Business Analysis, Testing or Operations and Support.
• Excellent written and verbal skills, including the ability to respond well under pressure
• Strong leadership skills; Excellent written and oral communication, listening and presentation skills
• Self-motivated and self-directed, and ability to prioritize workload and consistently meet commitments
• Deep knowledge of waterfall & agile delivery principles and methodology, and ability to lead delivery with deep understanding of underlying subject and impact
• Excellent interpersonal skills, must be comfortable working continually on a team with daily accountability for keeping commitments
• Ability to work across multiple groups of business and IT to ensure end to end performance
• Strong business acumen to develop insight of solution capabilities critical to enable IT solutions
• Ability to demonstrate concepts visually and in documentation in a way that enables stakeholders to decide with confidence
• Ability to use good judgment in identifying issues/risks & solutions, conveying status and problem escalation
• Ability to empower employees, and provide coaching and mentoring to team members

What AmerisourceBergen offers

We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

Schedule

Full time

Salary Range*

$145,200 - 223,850

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Affiliated Companies:
Affiliated Companies: AmerisourceBergen Services Corporation

Equal Employment Opportunity

AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.