The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes delivering business value by maximizing financial investment and the sustainability of the application; Managing through the Managed Service Providers to quality outcomes; And ensuring alignment with cross-functional teams and external parties.
Responsibilities:
Operations Management
- Accountable for ensuring Service Transition processes are fully executed; approves readiness for support transition and serves as the escalation point for any delays.
- Serves as the primary AbbVie contact and first-level escalation point for incidents and problems, including issues requiring coordination across multiple teams.
- Assists with prioritization and escalation of system recovery issues with cross-functional, build, and infrastructure teams.
- Performs daily reviews of prior-day ticket activity, including queue levels, processing efficiency, backlogs, aging, and incidents, and adjusts priorities as needed.
- Manages demand and release change prioritization with product teams to minimize business impact and downtime.
- Serves as IT subject matter expert within topics of SFMC, Veeva - Commercial Life sciences.
Governance and Compliance
- Primary point of accountability for fulfillment of Audit Artifact Service Requests.
- Coordinates with internal compliance teams on audit-related requests and monitors MSP execution of audit processes and procedures.
- Ensures timely and accurate delivery of external compliance-driven audit artifacts.
- Reviews service provider performance trends and process improvement recommendations to identify opportunities for preventative maintenance and improved application performance.
- Reviews ticket patterns and recommend improvements presented by the MSP.
- Approves SLA exception breaches.
Vendor and Service Management
- Reviews service provider SLAs and participate in action plans to address deviations and improvement opportunities.
- Helps manage relationships with vendors to ensure strong service delivery for application maintenance and support activities.
- Supports service provider performance reviews and evaluates service trends to ensure service quality and operational efficiency.
Financial Management
- Supports Statement of Work (SOW) management, including review of scope, deliverables, service levels, and commercial terms.
- Partners with procurement, finance, and vendor management teams to support contract renewals, amendments, and cost tracking.
- Provides budgetary impact assessments for proposed changes, ensures transfer of budget where needed, and updates the portfolio tracker accordingly.
- Monitor vendor spend, forecast alignment, and operational budgets to ensure services remain within approved financial parameters.
- Reviews of invoices, purchase orders, and chargebacks as needed to support accurate financial governance and vendor payment validation.
- Tracks financial commitments, recurring service costs, and operational expenses to support budgeting and forecasting.
- Assists with financial analysis of service provider performance, including identification of cost optimization opportunities.
- Ensures vendor obligations under SOWs are met and escalates any delivery or financial discrepancies.
- Bachelor’s Degree in Information Technology, Computer Science, or Computer Engineering plus 5 years’ experience; or Master’s Degree with 4 years’ experience
- Respective years of demonstrated combined IT experience
- Experience with application outsourcing, vendor management, service level management, and minor enhancements
- Strong background in data analysis, trend identification, problem-solving, and presenting recommendations to leadership
- Experience with change management and change control processes
- Proven ability to manage complex IT processes and identify process improvements
- Experience driving continuous improvement and cost optimization initiatives
- Strong communication skills with experience facilitating cross-functional meetings
- 2+ years of experience with Salesforce Marketing Cloud
- Solid understanding of Journey Builder, Marketing Cloud APIs, and the broader CRM ecosystem, including Veeva CRM, Service Cloud, and MuleSoft
- Knowledge of Salesforce roadmap developments, especially Data Cloud and Agent force
- Experience with marketing automation best practices and designing scalable integration and data flow solutions
- Excellent collaboration, problem-solving, and stakeholder management skills
- Experience with ITIL processes, including Incident, Problem, Release, Deployment, and Continuous Improvement management
- Experience working in global, multi-sourced service operations environments
Preferred:
- Experience with customer data platforms or cloud data architecture
- Exposure to AI-driven Salesforce features
- Master’s Degree in Business Administration, Computer Science, or Computer Engineering
- Experience with SDLC methodologies
- Experience in a relevant platform or industry domain, such as Life Sciences, Pharmaceutical R&D, Commercial, or Financial Technologies.
- ITIL Foundation and/or ITIL Intermediate Certification in Service Operations
- Experience developing Operating Level Agreements (OLAs)
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
