At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
 

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.
 

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description
 

IT Support Services is a core job family within Gilead's broader Information Technology (IT) group.  IT Support Services supports Gilead operations by providing technical support across the organization in areas such as business systems / applications technical support to enable more efficient business operations.  IT Support Services works closely with other IT partner functions to develop and maintain in-depth understanding of business needs and objectives in both business and technology realms. IT Support Services also plays a critical role in supporting organizational launch of new or updated data, systems, applications, hardware, and other tools to meet business needs and expectations.  This group stays abreast of dynamics and evolutions in their business and technical areas of assignment to proactively recommend future solutions or other opportunities to other IT partners.

You will follow policies, procedures, and service level agreements (SLAs) to provide IT support services to Gilead employees, contractors and teams for supported systems, applications, hardware, and other tools. You will typically provide Tier 3 or higher IT support services for increasingly complex issues or needs. You may act as team lead to Tier 1 - 2 service engineering teams. You will monitor problem logs and records and coordinate or otherwise provide technical support in assigned area. You may provide IT support services to external parties. You will install, diagnose, repair, maintain, and upgrade assigned systems, applications, hardware, and other tools. You will troubleshoot technical problems and follow both the SLA as well as standard ticketing processes to resolve technology queries. You will ensure the timely and appropriate completion of ticketing and other relevant technical documentation. You may act as a services engineering lead in projects to launch new or updated systems, applications, hardware, and other tools.  You may perform coding and configuration services. You will also train and advise new or less experienced service engineers in their support service responsibilities. You may lead or otherwise participate in special projects to advance the capabilities, processes or tools used by IT Support Services. You will play a key role in supporting and modeling the culture within your team and the broader IT organization - a culture of high-performance, data-driven decision-making, value-driven prioritization, quality governance, and compliance.

EXAMPLE RESPONSIBILITIES:

Supports new / updated IT initiatives and existing IT operations in the assigned area to address business needs and maintain IT operations as needed

May provide input into the technical roadmap for the assigned area to ensure the IT support perspective is incorporated

Installs and configures technologies and hardware in support of business operations in the assigned area

Responds to IT support requests, including tracking and managing work records and compiling reports in accordance with IT support standards and operating procedures

Provides technical support on-site or via remote-access systems

Troubleshoots and repairs malfunctions or other issues related to technologies or hardware in the assigned area

Escalates technical issues according to IT support and engineering standards and operating procedures

Provides preventative maintenance on assigned technologies in accordance with IT support standards and operating procedures, which may include software, networks, and/or hardware

May conduct meetings with internal customers to diagnose technical needs or issues

Participates on project teams involving new or updated technologies

May support testing, validation, and QA teams in ensuring projects are delivered compliantly and in alignment with project specifications

As needed, supports user acceptance testing (UAT) and user training

May support development of technical documentation for supported technologies

May participate in governance, risk, and compliance activities relevant to assigned business area and/or other IT workstreams

May support the Business Continuity Program by participating in planning and implementation of disaster recovery and back-up procedures according to business requirements

May participate in post-project-implementation sessions to conduct value affirmation and determine any future actions

Where applicable, manages vendor deliverables associated with own work

Trains and advises less experienced colleagues

Ensures assigned work complies with established practices, policies, and processes and any regulatory or other requirements

REQUIREMENTS:

We are all different, yet we all use our unique contributions to serve patients. Please see the following for the qualifications and skills we seek for this role.

Minimum Education & Experience

12+ years’ relevant experience with High School Diploma or equivalent

10+ years’ relevant experience with AA

8+ years’ relevant experience with BS / BA

6+ years’ relevant experience with MS / MA / MBA

Computer Science, or related discipline is preferred 

Significant IT help desk or related experience in a corporate or other relevant business environment.  Significant experience providing Tier 2 IT services support

Ideally, experience acting as lead support services engineer on small to moderately sized IT projects for one or more business functions or IT domains, with a focus on Agile

Significant configuration, testing or troubleshooting experience in assigned IT area / domain

Coding experience of business technologies and tools

Experience supporting IT integrations and cloud transformations in a corporate or other relevant business environment

Business process engineering and project management experience is preferred

IT experience in support of business areas in life sciences is preferred

Knowledge & Other Requirements

Advanced knowledge of assigned domain, including dynamics and evolutions in emerging technologies, tools and practices. Able to leverage this knowledge for appropriate and effective consultation and advice to business teams

Thorough knowledge of IT support services principles, practices and tools in a business / corporate environment, including SLAs and ticketing processes and procedures

Demonstrates understanding of design and solution development methods, the Project Execution Process, and the fundamentals of requirement specification, design and development, configuration, and testing of business systems / applications

Knowledge of best practices in IT or related project management

Thorough knowledge of Agile and proven abilities to apply Agile methodologies to support IT solutions to meet business needs and objectives

Thorough knowledge of SDLC and SLC relevant to business functions and their business and technology needs, including knowledge of the multiple IT functions involved

Thorough knowledge of key programming languages and requirements relevant to assigned domain

In-depth knowledge of the technical architecture for supported technologies and tools, as evidenced by ability to resolve increasingly complex technical issues

Knowledge of cloud computing, e.g., AWS, and migration requirements

Knowledge of IT security, quality and risk management requirements relevant to assigned domain

Knowledge of shell scripting and continuous integration tools and processes

Knowledge of principles, standards and techniques in creating and delivering technical documentation for supported technologies, as evidenced by ability to create appropriate technical documentation

Understands future trends in IT

Knowledge of or aptitude to learn regulatory requirements relevant to the biopharma industry

Demonstrated ability to be a fast learner

Demonstrated ability to be flexible and adaptable to change, to move between projects easily and provide support/expertise where needed

Proven analytical abilities with high attention-to-detail as demonstrated through past experiences and/or academic achievements

Strong communication and organizational skills

Ability to lead and influence programs, projects and / or initiatives

When needed, ability to travel

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Please apply via the Internal Career Opportunities portal in Workday.