Service Management, Sr. Analyst, Global Business Services (GBS)

About This Role:

Service Infrastructure is the foundation that underpins the successful operation and management of a world class Global Business Services organization. The Service Management Sr. Analyst acts as an owner for elements of Service Infrastructure, such as Performance Management, Incident Management, and Governance.

The Service Management Sr. Analyst will be working as a part of Service Management team which fosters performance levels and competency for the service lines/ GBS processes. They drive the running and setup of Service infrastructure processes within GBS, using defined shared services methodologies, collaborating with the delivery teams and Global Process Owners (GPO). This role is key to executing plans for our Service Infrastructure design/operation which plays a role in implementing GBS strategy. This position reports to the Head of GBS Service Management.

What You’ll Do: Manage the 'run' for Service Infrastructure

• End to end ownership of the GBS Service Delivery Governance processes, from data preparation to the realization of reviews with business partners, GPO and stakeholders.
• Act as PoC (point of contact) for ongoing Service Infrastructure activities in service lines coordinating changes with respective delivery teams. Including execution of Voice of Customer surveys, Capacity Studies, as well all other Service Infrastructure elements.
• Ensure standardization of Service Infrastructure components across GBS Service Lines to drive economies of scale.
• Manage regular communications and training to the shared services delivery teams.

Setup Service Infrastructure and Technology Enablement

• Make improvement recommendations and present conclusions to businesses, functions and management by leveraging leading practices, and monitoring available metrics.
• Support the Incident Management process with the process team leads and analyze the incident data and trending for insights.
• Analyze problems and implement recommendations: Quantify and summarize findings, facilitate the successful implementation of Service Infrastructure recommendations

Stakeholder Management and Leadership

• Act as a coordination point for the Global Process Owners and other business partners for all aspects of Service Infrastructure.
• Demonstrate proficiency effectively presenting complex topics in an easy-to-understand manner across GBS, as well facilitating meetings with Senior Leaders and Business owners.
• Coordinate and facilitate work within Service Management analysts’ team. Provide constructive feedback and actively promote brainstorming and problem-solving.

Who You Are:

You are adept at managing your workload effectively, staying organized, and moving tasks forward independently. Your executive presence and communication skills enable you to develop compelling value propositions and influence stakeholders. With superior problem-solving and interpersonal skills, you can motivate global teams working under tight timelines and budgets. You possess functional knowledge of corporate business processes and demonstrate self-awareness of communication styles and cultural differences, especially in international settings.

Qualifications

• Ability to manage your own workload effectively, stay organized, and move tasks forward with minimal supervision.
• Executive presence and communication skills – capable of developing compelling value propositions and influence stakeholders
• Superior problem-solving skills, and interpersonal skills allowing to motivate global teams working under tight timelines/budgets
• Functional knowledge of corporate business processes (e.g procure to pay, record to report, hire to retire, order to cash) an advantage

Required Skills:

• 3-5 years of progressive Shared Services/Global Business Services experience
• Life sciences/bio pharma work experience strongly preferred
• International experience – Self-awareness of communication styles and cultural differences
• Consultative style – Ability to formulate and articulate a perspective and present it in a way to create understanding and alignment on issues (from strategy to tactics)
• Shared Services experience with Transition management, operational metrics and scorecards, global shared service operating models (strongly preferred)
• Advanced working knowledge on MS Office (mainly Excel, PowerPoint). Knowledge of Service Now preferred. PowerBI is an asset.
• Business Process Improvement Experience: Preferably exposure or involvement in Kaizen facilitation and process mapping, and continuous improvement ideas and initiatives. Green or Black Belt certification is an asset. Project / Program Management formal qualifications an advantage, i.e. PMP, Prince 2, etc.
• Language: Fluent in English. An additional language is an asset.
• ITIL Foundations Certification will be an asset

Additional Employment Conditions

• This role is in hybrid model of work.
• Please note that the role requires a candidate to be a holder of work permit & residency in Poland.

Biogen Poland:

Our Warsaw office is a complex hub for local, regional and global roles. Regardless our role and reporting line we’re driven every day by our unique purpose, working passionately to change the lives of patients affected by rare and devastating diseases. This is what gives us pride, inspires us and gives us fuel to push the boundaries of innovation. We represent over 30 nationalities and celebrate the strength that comes from differences in backgrounds, experiences, and perspectives. This commitment to fostering a supportive and inclusive workplace earned us a Great Place to Work Certificate and Best Places to Work Awards consecutively since 2021 in Poland and Europe. If our mission resonates with your heart and career aspirations, we’re inviting you to join our team.

About Global Business Services (GBS):

The Global Business Services (GBS) team transforms Biogen’s business processes, scaling global operations and fueling commercial growth and innovation. GBS adds value by delivering business solutions and support services through a global delivery model, operational transparency, and best practices. Aiming to be a world-class organization, GBS excels in people, solutions, execution, and partnerships, championing a continuous improvement culture recognized across Biogen. We form a great team of individuals with drive for innovation but also team players collaborating in the spirit of respect. And if you want to take your professional development in your own hands, this is a place for you. We give you a lot of opportunities for growth on a business and social ground.

Job Level: Professional

Additional Information

The base compensation range for this role is: zł136,000.00-zł181,750.00

Benefits Competitive Total Rewards: Base salary is determined by your experience, skills, and internal equity, complemented by an annual bonus to recognize your performance and contributions.

Comprehensive Benefits for You and Your Family: Includes life insurance, pension program contributions, mental health resources, remote work allowance, and flexible work arrangements.

Learning, Growth & Recognition: Access professional development funding, training platforms, employee referral bonuses, opportunities to contribute to impactful projects at Biogen, and social activities.