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A/P Helpdesk Analyst (Temporary) San Rafael United States,  

Posted on : 12 June 2017

Project Description

BioMarin is the world leader in delivering therapeutics that provide meaningful advances to patients who live with serious and life-threatening rare genetic diseases. We target diseases that lack effective therapies and affect relatively small numbers of patients, many of whom are children. These conditions are often inherited, difficult to diagnose, progressively debilitating and have few, if any, treatment options. BioMarin will continue to focus on advancing therapies that are the first or best of their kind. Participate in the selection of a Help Desk systemImplementation of the Help Desk SystemResponsible for all incoming queries  email, phone, IMTriage to appropriate processorResearch issues using all available resourcesRecord and report on all help desk activityProvide Management metricsIdentify and assess business partner needsWork collaboratively with and provide solutions to both internal and external customersManage the entire Help Desk Ticket lifecycle in conjunction with the relevant business unitEscalate issues as necessaryReporting/Metrics/Data/Documentation Develop SLA s; KPI s for all Help Desk activityDevelop and provide OBIEE reporting as and when requiredDevelop exception reporting and highlight any non-complianceDevelop Help Desk SOP s in line with relevant business stakeholdersTrack and report relevant metrics; SLA, KPI sSupplier Relationship Management Manage individual supplier performance (where requested)Training Update appropriate GSS Training MaterialsGlobal Vendor Set Up and Change/Request Training MaterialPerform as the GSS P2P Help Desk Subject Matter ExpertOther Activities Act as the first point of contact for P2P Help DeskParticipate and contribute to any Internal and External Audit and compliance activitiesMay be required to participate or assist with analysis of P2P projects and initiatives as appropriateIdentify and advise relevant managers of any customer training opportunities/requirementsUpdate any relevant GSS documentation (to include UPK and GSS Website and Document Library)Seek and Identify any process improvement opportunitiesAddress any Third Party queries promptlyConduct Daily, Weekly, Monthly calls  in line with GSS/business needStrong communication/interpersonal skills, team leader/player, task management skills, project coordination/planning.Excellent time management skills and ability to multi-task, prioritize.Ticketing management software is preferred but not required.Relevant work experience preferred#LI-DNI We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


San Rafael California

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