Sr. Engineer, Front Line Application Support

Working with Us
Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more:careers.bms.com/working-with-us .

Job Description:
We are seeking a highly skilled Sr. Engineer to join our Application Support Team. The successful candidate will be responsible for fully engaging a remote team of engineers who will meet their performance targets by providing high quality technical support to our site users. The Lead Engineer will also be responsible for identifying opportunities for process improvements.
Reporting to the Sr. Manager Front Line Application Support, the successful candidate will focus on supporting two main applications: Emerson Syncade and DeltaV. These two platforms are pivotal in supporting the Manufacturing Execution System for BMS manufacturing site.

The Application Support Sr. Engineer will be responsible for ensuring the smooth operation of MFG support in direct communication with remote site lead for site and approximately 8+ remote engineers who will identify and resolve technical issues including developing and maintaining relationships with key stakeholders. The candidate will be responsible for ensuring the team provides high-quality support services, meets its performance targets, and lead opportunities for process improvements.

Key Responsibilities Include:
Work in step with remote site lead and a team of engineers who provide 24/7 technical support of Emerson Syncade and DeltaV to our worldwide users, ensuring the team provides high-quality support services and meets its performance targets.

Triage and provide technical support to our users' requests at site, with a focus on supporting Emerson Syncade and DeltaV.

Develop and implement strategies to improve the quality and efficiency of the support services provided by the team. Identify opportunities for process improvements and automation, and work with Global Manager to implement these changes.

Develop and maintain relationships with key stakeholders, including users and team managers.

Lead Digital Plant Tier 1 meeting cadence, represent FLS in DP Tier 2 meetings

Report planned outages to site and represent site in planned outage planning meetings both globally and site specific.

Work with Sr. Manager Front Line Application Support to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards.

Work closely with Remote FLS Global Manager and report on the performance of the application support team, providing regular updates to senior management.

Provide technical guidance, mentoring, leadership and support to the application support team, ensuring that team members have the necessary skills and knowledge to perform their roles effectively and the team members remain motivated and engaged. Team members will…
Be focused on identifying and resolving complex technical issues, ensuring the issues are resolved in a timely and efficient manner,

Document and record issues and escalations to help build a knowledge base, and

Escalate to the successful candidate as needed.

Develop and maintain knowledge of EMES infrastructure, Emerson Syncade Software and DeltaV, ensuring that you are up to date with the latest features and functionality.

Participate in training and development activities to enhance your skills and knowledge.

Collect feedback and voice-of-customer and share with internal teams.

Work closely with support team and global manager to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards.

Experience Required:
BA/BS degree in Computer Science, Information Technology, Chemical Engineer or a related field preferred. Associates or Technical degree or equivalent support / managerial experience will be considered.

4-6 years relevant experience preferred such as in a team lead / management application support capacity.

Experience in providing technical support.

Strong analytical, problem solving, and technical skills, preferably with a focus on Emerson Syncade and DeltaV, with the ability to identify, resolve, and log technical issues.

Excellent communication in English and interpersonal skills, with the ability to build relationships with stakeholders at all levels.

Ability to work independently and as part of a team.

Strong attention to detail and ability to prioritize tasks.

Willingness to learn and develop new skills.

Demonstrated ability to collaborate across functions in a highly matrixed organization within a global setting.

Be experienced in working with manufacturing platforms (i.e. Oracle or similar), looking for opportunities where the systems could improve business effectiveness and customer service.

Strong problem solver and facilitator, especially in highly ambiguous situations.

Experience in pharma manufacturing and technology sector.

Experience working in a global environment with the ability to manage remote teams.

Key Skills Desired:
Ability to navigate ambiguity and solve problems in a fast-paced environment.

Strong technology acumen and understanding of the intersection of business & IT related challenges.

Ability to make complexities more easily understood through speech and written narrative, and possess excellent professional written and verbal communication as well as interpersonal skills.

Strong developer of effective partnerships and relationships with all levels and geographies.

Commitment and passion for achieving desired outcomes such as customer satisfaction (i.e., value, quality, speed and so on).

Be well-organized, able to manage multiple tasks, and prioritize effectively.

Possess patience and maturity and remain calm under pressure.

Strong leadership and management skills, with the ability to motivate and engage a team.

Display a sense of urgency in completion of key responsibilities.

Possess attention to detail.

Travel required:
5-10%

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as "Transforming patients' lives through science™ ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol
BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplaceaccommodations/adjustmentsand ongoing support in their roles. Applicants can request a reasonable workplaceaccommodation/adjustmentprior to accepting a job offer. If you require reasonableaccommodations/adjustmentsin completing this application, or in any part of the recruitment process, direct your inquiries ******. Visitcareers.bms.com/eeo-accessibilityto access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information:https://careers.bms.com/california-residents/

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