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 .

Position Summary:

As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to BMS employees and partners in the Field and Scientific divisions . This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.

Key Responsibilities:

• Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.

• Create tickets and document all activities in BMS ticket system (ServiceNow) in line with our quality standards.

• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.

• Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable.

• Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA’s.

• Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.

• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.

• Adhere to all Service Desk processes and procedures.

• Drive quality, process improvement and innovation to optimize service delivery.

**NOTE: Responsibilities of this role are not limited to the details above. **

Qualifications & Experience:

• Multi-Lingual effective and fluent communication in Portuguese .

• Minimum High School Diploma; preferred Bachelor’s Degree .

• Basic understanding of ITIL Framework and IT Service Management.

• Excellent Customer service skills.

• Ability to diagnose and troubleshoot complex problems and work to a resolution.

• Ability to explain technical information to End Users with effective verbal and written communication.

• Ability to troubleshoot basic hardware issues, peripherals and other devices.

• Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.

• Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/ ipad support.

• Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.).

• Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.

• Experience with Application Support preferred.

Highly Effective Team Player:

• Openly and willingly shares ideas, knowledge, and expertise .

• Communicates constructively.

• Willingness to learn new skills and be open to consider different ideas and alternatives.

In Addition, Candidates Must:

• Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday).

• Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).

• Expect to work on Company Holidays as needed.

#LI-Hybrid

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
Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it enhances the Company culture.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/ eeo -accessibility to 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.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.