Job Description

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Organization Overview

Technology continues to transform every aspect of society, including healthcare. Lilly envisions digital capabilities as an extension of our medicines, not just a marketing tactic. We, as consumers, have come to expect digital experiences to augment and support our experiences with medicines – especially to help reduce the burden of coping and managing through chronic disease for us, our loved ones and health care providers. Hence, Lilly’s Digital Health team is committed to exploring how the next generation therapeutic ecosystems, connected solutions, and data analytics can transform the customer (patients, health care providers and payers) experience, demonstrate value, and most importantly – improve patient outcomes.

Position Description

The Digital Health Product Operations Associate manages the day-to-day production support of Digital Health products including mobile applications and web portals. This role oversees Tier 2 and 3 support activities including hands-on triage activities, incident response, monitoring, problem management and resolution, knowledge base article creation, and root cause analyses. This role will also provide input into planning future releases of Digital Health products including technical, architecture, and application flow improvements based on support trends, and work with product teams during development to identify future support needs.

Responsibilities

Lead the Digital Health support activities for Tier 2 and 3 product support, including incident triage, prioritization, solution recommendations to product stakeholders, and resolution.

Coordinate monitoring, issue triage and response with integrating systems teams.

Monitor products and react to issues when identified.

Communicate issues, work activities, questions, and resolution expeditiously to call centers to create a positive patient experience when product issues occur.

Responsible for the transition of products from initial development to production support, including leading the transition team activities of knowledge transfer, tabletop exercise, knowledge base development, staff training.

Build, manage, contribute to, and oversee the input of others in the ongoing maintenance of the application knowledge base. Work with product delivery and application support teams to maintain the resulting process artifacts and assure knowledge transfer from product development teams for successive releases.

Lead root cause analysis activities related to production failures and end-user complaints.

Work with platform operations to coordinate triage and problem resolution.

Suggest and implement changes to support processes, including creating Standard Operating Procedures, technical instructions, and training as needed.

Create, maintain and provide metrics around support activities.

Basic Qualifications

Bachelor’s or Associate's degree in Computer Science or other related IT/ development discipline. 

2+ years relevant ITIL, DevOps or other technical development experience.

Hands-on experience with supporting applications hosted in AWS or mobile application development and monitoring.

Qualified candidates must be legally authorized for employment in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

Additional Skills: 

Experience in developing and/or supporting Software as a Medical Device (SaMD) solutions.

Strong working knowledge of IT workplace technologies.

Experience with implementing and managing ITIL processes -- knowledge, incident, change, service request and major incident management.

ITIL Foundations certification or higher preferred.

Demonstrated knowledge of Application Development and Support as well as DevOps concepts and associated implementations.

Ability to align different groups with different priorities and opinions to a consistent and repeatable solution or process.

Excellent communication, interpersonal and team building skills (e.g., effective coaching and feedback delivery).

Demonstrated IT service and application support leadership, using sound judgement and pragmatic approaches, in complex business and technical environments.

Ability to deal with ambiguity and drive progress in lieu of established process and precedence.

Comfortable challenging status quo with logical arguments supported by data.

Ability to communicate technical challenges to non-technical personnel in a clear, tactful and concise manner.