Merck KGaA Darmstadt Germany Looking for Quality Analyst – IT Service Management at Bengaluru, Karnataka Full Time

A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

Quality Analyst – IT Service Management

Role Description

The IT Service Management Specialist is a member of the “IT-IH Global Ops Center & Compliance” Service Management team, whose mission is to enable IT service delivery and support. As a Quality Analyst, you will be responsible for ensuring the service meets the established standards of quality including reliability, usability and performance. Candidate shall be responsible for bridging the communication between the various multidisciplinary teams including Global service Desk to ensure that data quality is achieved and by understanding the Business and IT customers, their behaviours and values, candidate will identify opportunities to create more effective and improved services. Candidate will have to establish relationships with the Business and IT domains and pro-actively support them in implementing continual improvements for services provided by them.

Essential Duties and Responsibilities:
Draft quality assurance policies and procedures

Interpret and implement quality assurance standards

Evaluate adequacy of quality assurance standards

Devise sampling procedures and directions for recording and reporting quality data

Review the implementation and efficiency of quality and inspection systems

Plan conduct and monitor Calls, Tickets, Chats and Emails quality

Document internal audits and other quality assurance activities

Investigate customer complaints and non-conformance issues

Collect and compile statistical quality data

Analyze data to identify areas for improvement in the quality system

Develop, recommend and monitor corrective and preventive actions

Prepare reports to communicate outcomes of quality activities

Identify training needs and organize training interventions to meet quality standards

Coordinate and support on-site audits conducted by external providers

Evaluate audit findings and implement appropriate corrective actions

Monitor risk management activities

Responsible for document management systems

Assure ongoing compliance with quality and industry regulatory requirements

Appropriately communicate with Customers.

Ability to multi-task and prioritize job requirements

Strong personal organization skills

Design and create indicators to measure performance and adjust service coverage

Analyse system and service bottlenecks as they occur and identify areas for improvement

Identify areas where automation and self-service can increase efficiency and reduce cost.

Process mapping and documentation: Involved in formulating process maps, guideline documents and training

Conduct Governance meetings regularly to Monitor, Analyze and Improvise the performance of overall KPI Metrics.

Job Requirements

Ability to get work done in a matrix organization and Strong customer orientation behaviour.

Excellent verbal and written communication skills in English with proven ability to put together and present well-structured presentations for various forums, German language skills are a plus.

Analytical demeanor, strong decision-making skills, and the ability to effectively communicate with individuals across all levels the organization.

Strong operational service management knowledge and skills, understanding of IT operations processes and end to end IT infrastructure components / architecture and Quality governance.

Knowledge and experience working across a geographically and culturally diverse organization.

Design, evaluate and document processes and lead teams in accomplishing process review and improvement.

Proficiency in using quality metrics to measure and model service delivery and drive continuous improvements.

High self-motivated and ability to work with minimal supervision and excellent self-management skills (e.g. prioritization of tasks, adjust to changing priorities)

Required Experience

Bachelor’s Degree in Computer Science, Engineering or related field required.

5+ Years of hands-on technical experience performing administration/development specifically with Quality and ITSM Tool (ServiceNow, JIRA, BMC Remedy, etc.)

3+ Year’s relevant experience with Quality management / Audit for

Customer Support Tickets / Calls / Emails / Chats as well as process improvement in a technology organization.

Excellent knowledge in MS Excel, MS Word, MS PowerPoint, MS Forms.

Should have working experience in ITSM and ITOM modules in an ITSM Tool

Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions.

Experience working in remote / virtual team and environment.

ITIL Foundation/Intermediate/Expert certification is an added advantage.

Core Competencies:
Customer Focus

Teamwork

Effective Verbal and Written communication skills are necessary.

Personal Accountability & Commitment to achieve

Resilience and Flexibility (Can do attitude)

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at https://jobs.vibrantm.com

Job Requisition ID: 245249

Location: Bangalore

Career Level: D – Professional (4-9 years)

Working time model:
Careers during Covid-19

Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.

US employees must be fully vaccinated against COVID-19 prior to your start date unless an accommodation is granted by the Company. The Company uses the definition of “fully vaccinated” assigned by the Centers for Disease Control & Prevention for purposes of considering satisfaction of this requirement which is a condition of employment.

North America Disclosure

The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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