Operations Manager, Communication & Collaboration

Duration : 6 months+Location : Boston - ONSITE 2 DAYS PER WEEKPURPOSE OF THE FUNCTIONThe

Sr. SME

is responsible for the daily operations related to the BIS Information Systems used by client that enable

• communication and collaboration (C&C).Day to Day Operation including handling of IT problems, failures, issues, of Systems in the Collaboration and Communication spaceWorks closely with BIS Communication and Collaboration leads and any BIS members (including ad-hoc consultants)Execute support and services to maintain a qualitative serviceContribute, advice, execute and deliver on projects on agreed solutions with Business requestors but always in line with company strategy (BIS C&C strategy or Business strategies)Ensure that application technologies are up to standard and managed properly by either internal BIS team when technology is in-house managed or by third party vendors when technology is outsourced or hostedREPORTING LINEThis position reports to the Global Collaboration Lead (BIS)ROLES AND RESPONSIBILITIESMain duties involve : Ensure that the collaboration and communication requests / Projects / changes / Incidents / needs of all user community are addressed and aligned with the global Collaboration and Communications solutions in place and in use;
• Execute Migration of TEAMS and SharePoint plan or ad-hoc migration based on request / issues;Assisting any upgrade or version issue of supported applicationsAssist, advice and support the BIS C&C Leads in implementation of all requests / changes / projects related to Collaboration and Communications solution suite;
• Report all new requests and un-met needs to the Communication and Collaboration leads for alignment and solutioning (co-creation)Be on top of new or existing C&C solutions in the market and suggest technical innovations in the Communication and Collaboration field to improve and enhance Communication and Collaboration practices;
• Coordinate directly with all the user community for day-to-day operations. This includes user trainings if required;Coordinate directly with all the Communication and Collaboration partners for day-to-day follow-up and operations;
• Monitor the services delivered in pro-active way and take any preventive or correctives actions required (always in alignment with BIS C&C leads);

Act as 2nd or 3rd line support for issues related to communication and collaboration platforms.Translate and implement Business policies into C&C solution (i.

• e : recording management, )Ensure consistent level of services in all locations for all communication and collaboration related topics;
• Ensure that trainings, guidance, policies, procedures and security rules are in use and in place for Collaboration and Communications solutions (Solution Hub daily maintenance / user adoption / );

SKILLS AND COMPETENCIESTechnical Experience in Information technology systems supporting Collaboration and Communication.

Specifically, M365 Productivity Tools (TEAMS, SharePoint, OneDrive, Planner, OneNote, Power BI, Power Automate, etc.), Sharegate, Zoom, Everbridge, Smartsheet, ServiceNow, Monday,.

Very good Functional and technical knowledge of the Office 365 suiteProject Management & Business Analyst skills a mustExpertise in IT management and ITIL processes (Incident Management, Change Management, Preventative maintenance)Knowledge of Pharma / Biotech industryExcellent team playerCustomer oriented, solution driven and focused on execution, highly organizedGood in verbal and written communication.

Ability to adapt style and message to different audience, Commercial Business, Management, and IT technical.EDUCATION, EXPERIENCE AND QUALIFICATIONSBachelor or Masters degree in Computer science or engineering degreeAt least 4+ years of experience in IT, IT Information Management,At least 3+ years of Expert level Microsoft 365 productivity Tool knowledgeExperience of the Biotechnologies / Pharma sectorExperience in working within an international context including working with external vendors across the globeExperience in IT services and support (customer care oriented, Problem solving oriented)Audit and compliance experience in the Pharmaceutical or Healthcare industry or eager to learn