CHIP Support (LT)

Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures.
Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR. Join us and make a positive impact on human and animal health.
Job Details
Responsibilites:

• Create and define processes, methodologies, and documentations to support the Cencora Health Innovation Platform (CHIP).
• Implement, maintain, and continually assess customer support of CHIP to meet internal company standards and external/customer requirements, including the following tasks:
• Managing a document control system for procedures, work instructions and forms for customer support activity.
• Developing and implementing appropriate monitoring solutions for the platform.
• Formulating policies and procedures for the support of our customers.
• Manage tracking of customer issues including documenting, investigating, and taking action to resolve those issues.
• Guiding the development of all customers support activities and management of processes and tools.
• Monitor health of APIs via system alerts, worker restarts/crashes, high utilization, and any spikes in monitoring queue volumes for potential issue escalation.
• Research and analyze alerts, errors, and traffic to identify source of issue. Utilize ServiceNow for issue tracking.
• Document/review CHIP transactions/logs for success and failures using admin tools.
• Check downstream application and document transaction status to ensure successful filing of transactions.
• Manage internal/external feedback log including tracking and triage of issues, summarization of issues, findings, and root cause, as well as daily, weekly, monthly, quarterly reporting.
• Liaison between the Technical Account Managers (TAMs) and technical teams to manage the support of customers to a consistent level of quality, value, and timeliness.
• Partner with Operations, TAMs, and Product teams to ensure that our proposed development is consistent with our client experience objectives.
• Act as Subject Matter Experts (SMEs) for TAMs relative to system health and configuration. The expectation is that the role can speak knowledgeably and confidently to the platform's technical aspects.
• Develop and manage expertise and advise clients on requests, features, and recommended configuration.
• Develop and manage systems monitoring plan for implementing and live clients, including establishing baseline trends, and developing action plans for variances.
• Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications, or troubleshooting.

Education:

• Bachelor's degree required with emphasis in scientific discipline preferred. Master's degree preferred.

Skills and Knowledge:

• Working knowledge and experience with App Insights, Power BI, APIs, Oracle (SQL), DevOps, and ServiceNow required.
• Minimum 3-5 years of successful and progressively responsible experience.
• Ability to create and maintain Power BI reports that support monitoring and troubleshooting platform APIs ideal but not necessary.
• Ability to proactively lead cross-functional Root Cause Analysis processes by identifying when to ask the 5 whys of cause-and-effect relationships underlying a particular problem while avoiding analysis paralysis.
• Ability to track key performance metrics/indicators (KPIs) on API transactions such as system throughput time and others as needed.
• Willingness to quickly familiarize oneself with Cencora business structure to help efficiently and effectively include and escalate to the correct Business Units, teams, and individuals when necessary to identify, resolve, and document production issues.
• Includes proactively coordinating and leading meetings and troubleshooting initiatives
• Ability to communicate effectively both orally and in writing.
• Ability to independently manage multiple tasks, work under pressure and meet deadlines.
• Adept at handling sensitive and confidential situations.
• Strong interpersonal skills and organizational skills; attention to detail.
• Ability to implement processes.
• Highly self-motivated and self-directed.
• Detail-oriented and excellent organizational skills.
• Strong problem-solving, quantitative, analytical skills.
• Experience and understanding of the pharmaceutical industry.
• Programming experience a plus.
• Skilled in the development lifecycle, systems monitoring, resource development, and strategic planning.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Required work in the afternoon shifts.

What Cencora offers
We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures
Full time
Gross Salary Range (Monthly)
€3,031.27 - €4,330.36
Affiliated Companies:
Affiliated Companies: World Courier (Lithuania) UAB