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Global Printing Service Manager

Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Information Technology

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

Description

Description of Responsibilities

Job Summary

The IS department at bioMérieux is looking for a highly collaborative individual who values working for a company that cares about its team members and our overall goal of improving world health. This position supports a full-time hybrid work model with every other Friday off. We are looking for energized team members that pride themselves in a job well done while positively impacting those around them. We as a company pride ourselves on transparency and open two-way communication.
 
The Global Printing Service Manager is one of the key members of the Employee Experience Center (EEC) Team, responsible for all aspects of user experience. The Global Printing Service Manager will serve as the primary owner of the global printer fleet and will be responsible for ensuring all services are carried out according to the global contract and that the fleet is properly monitored and managed. The Service Manager will also be responsible for collaboration with all the key parties associated with the global contract. Additionally, this role requires a broad working knowledge of ServiceNow, various Microsoft Office Tools, eProcurement (EPROC), BioAccess, and EDMS.

Essential Job Duties and Responsibilities

  • Perform all work in compliance with company policy and within the guidelines of the company’s Quality System.
  • Designs the service and ensures it is operating successfully
  • Defines business SLA and ensures services are carried out under the service agreement
  • Conducts weekly, bi-weekly, and quarterly Service review meetings to follow up on run operations and other topics relevant to the performance and measurement of the service
  • Coordinate high severity incidents and problem resolution
  • Directs Root Cause Analysis (RCA) meetings when needed
  • Promotes usage of the service to end-users and maximizes the usage of service features
  • Ensures accuracy of the published service catalog in the ticketing system 
  • Works with solutions manager on service evolution strategy
  • Assist in Developing and documenting an Operations Manual for run support, including SOP and WID
  • Participates in projects to evolve or implement new features for the global printing service
  • Coordinate and manage changes following the Change Request management process
  • Creates user accounts and assigns the required access role(s) to both vendor support and internal users
  • Approves access requests in the IAM tool
  • Manages the budget for the printing service, including creating and approving purchase orders, confirming invoices, and keeping track of the spend
  • Generates reporting for print volumes to allow for reinvoicing/chargeback of printing to the associated cost center 

Supplemental Data

This position impacts business critical systems and applications. As such, the duties of this position may occasionally shift in order to meet those needs.

Qualifications

Training and Education

Required:

  • High School Diploma/GED

Preferred:

  • Post-graduate degree in Information Technology
  • ITIL Foundations certified

Experience

Required:

  • Eight years of IT/IS experience or equivalent experience in a related industry

Knowledge, Skills and Abilities

IS (Information Systems) and Service management skills

  • Thorough understanding of network printer management
  • Familiar with printing solutions such as Follow you printing, Secure printing
  • Basic understanding of networking concepts, including DHCP, DNS, and TCP/IP
  • Fundamental understanding of Active directory and authentication principles
  • Skilled at using the following Microsoft 365 applications
    • Excel, Word, Outlook, and Powerpoint
    • Teams
    • OneDrive for Business
    • Yammer
  • Basic knowledge of Group Policy
  • Familiar with roles management using the Identity Access Management platform
  • Vendor management
  • KPI and SLA analysis

Customer service skills

  • Comport self in a friendly, professional, and responsive manner
  • Excellent written and verbal communication skills
  • Manage expectations and professionally resolve difficult conversations

Other Soft Skills

  • Motivated and self-directing
  • Team-oriented personality: positive attitude and cooperative disposition
  • Problem-solving mentality and critical thinking skills
  • Efficient planning and organization skills
  • Tolerance to change, accepting of feedback

 Physical Requirements

This position requires long periods of sedentary work using a computer.

 #BmxSLC

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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