Biomerics
IS Service Manager
Biomerics, Salt Lake City, Utah, United States, 84193
Job Type
Full-time
Description
Biomerics is a world-class manufacturer and innovative polymer solutions provider for the medical device and biotech industries. As a vertically integrated company, we specialize in designing, developing, and producing medical devices for diagnostic and interventional procedures. We are focused on next-generation solutions for vascular access, electrophysiology, cardiac rhythm management, neurovascular, structural heart, and cardiovascular markets.
At Biomerics, we are dedicated to our diverse employee base. We understand that a strong, skilled, and engaged workforce is the foundation of our continued success as a business. We strive to live up to Biomerics' values in all our interactions. It is an exciting time to be part of our collective team, and there is no limit to the impact that can be achieved here at Biomerics. We improve and advance the lives of our employees and the patients who depend on our products.
At Biomerics, we believe in integrity, partnership, empowerment and accountability, trust, agility, teamwork, and excellence, and we care. Our team-oriented, customer-focused corporate culture prioritizes building strategic, mutually beneficial partnerships with customers and our team members.
THIS ROLE IS HYBRID
Job Description:
IS Service Manager is responsible to provide administration, support, and continuous improvement of Biomeric's existing and new non-product SaaS and/or third-party software solutions. The role involves managing day-to-day operations, ensuring optimal performance, resolving issues, and maintaining high availability of key SaaS applications. IS Service Manager will act as a bridge between IS and the business and is responsible for application configuration, license management, incident management, change management, supplier negotiation and contract management, training, and documentation related to associated applications. Domestic and international travel may be required (must maintain valid passport)
Key Responsibilities:
SaaS Application Administration:Lead and manage the administration of multiple SaaS / third-party software applications.Oversee user management including provisioning, access control, and security protocols across applications.Maintain system configurations, manage updates, and ensure system health through monitoring and regular maintenance.Support and Incident Management:Lead the support team to ensure prompt and efficient resolution of technical issues, system outages, and application-related incidents.Coordinate with internal teams and SaaS vendors to address and resolve application issues, escalating as needed.Ensure the timely management of support tickets and service requests to meet established SLAs and customer satisfaction goals.Change and Release Management:Develop and implement processes for change management, ensuring controlled and seamless updates or upgrades to SaaS applications.Collaborate with stakeholders to understand new business requirements and translate them into application changes or enhancements.Ensure the implementation of changes in alignment with organizational goals, minimizing disruptions.Collaboration and Stakeholder Management:
Act as a liaison between the IS teams, business units, and vendors to ensure seamless operation and support of SaaS applications.Work closely with key stakeholders to understand business processes and align SaaS solutions with business objectives.Provide regular updates and reports on application performance, system health, and key metrics to management.Vendor Management:
Manage relationships with SaaS vendors, including coordinating technical support, negotiating contracts, and ensuring vendor compliance with SLAs.Oversee vendor performance and ensure timely resolutions to vendor-related issues.Documentation and Knowledge Management:
Ensure that comprehensive documentation is created and maintained for system configurations, processes, and procedures.Foster a knowledge-sharing culture within the support team, ensuring that lessons learned, and solutions are documented for future reference.Requirements
Bachelor's degree in Information Systems, Computer Science, or related field.5+ years of experience in IT service management, with a focus on SaaS application administration and support.Strong knowledge of SaaS platforms such as Adobe, Minitab, Asana, Clickup, Atlassian (JIRA, Confluence), IDE tools, etc.Proven experience in incident, change, and release management in a SaaS environment.Excellent communication, leadership, and problem-solving skills.ITIL certification or equivalent experience preferred.Skills:
Strong understanding of cloud-based SaaS architecture, system administration, and security.Ability to lead cross-functional teams and manage multiple projects concurrently.Analytical mindset with the ability to assess and solve complex technical issues.Familiarity with service management tools and ticketing systems (e.g., ServiceNow, Jira).Proven ability to work in a fast-paced, dynamic environment and adapt to changing business needs.Demonstrated ability to work as part of a team.Effective time management, analytical thinking skills, organization skills, and the ability to communicate effectively are critical to role.
Biomerics offers the following benefits: Medical/Dental/Vision Insurance, Short-Term Disability, Long-Term Disability, Life Insurance, Paid Vacation Days, Paid Holidays, 401k with Employer Match, Onsite Fitness Facility
Full-time
Description
Biomerics is a world-class manufacturer and innovative polymer solutions provider for the medical device and biotech industries. As a vertically integrated company, we specialize in designing, developing, and producing medical devices for diagnostic and interventional procedures. We are focused on next-generation solutions for vascular access, electrophysiology, cardiac rhythm management, neurovascular, structural heart, and cardiovascular markets.
At Biomerics, we are dedicated to our diverse employee base. We understand that a strong, skilled, and engaged workforce is the foundation of our continued success as a business. We strive to live up to Biomerics' values in all our interactions. It is an exciting time to be part of our collective team, and there is no limit to the impact that can be achieved here at Biomerics. We improve and advance the lives of our employees and the patients who depend on our products.
At Biomerics, we believe in integrity, partnership, empowerment and accountability, trust, agility, teamwork, and excellence, and we care. Our team-oriented, customer-focused corporate culture prioritizes building strategic, mutually beneficial partnerships with customers and our team members.
THIS ROLE IS HYBRID
Job Description:
IS Service Manager is responsible to provide administration, support, and continuous improvement of Biomeric's existing and new non-product SaaS and/or third-party software solutions. The role involves managing day-to-day operations, ensuring optimal performance, resolving issues, and maintaining high availability of key SaaS applications. IS Service Manager will act as a bridge between IS and the business and is responsible for application configuration, license management, incident management, change management, supplier negotiation and contract management, training, and documentation related to associated applications. Domestic and international travel may be required (must maintain valid passport)
Key Responsibilities:
SaaS Application Administration:Lead and manage the administration of multiple SaaS / third-party software applications.Oversee user management including provisioning, access control, and security protocols across applications.Maintain system configurations, manage updates, and ensure system health through monitoring and regular maintenance.Support and Incident Management:Lead the support team to ensure prompt and efficient resolution of technical issues, system outages, and application-related incidents.Coordinate with internal teams and SaaS vendors to address and resolve application issues, escalating as needed.Ensure the timely management of support tickets and service requests to meet established SLAs and customer satisfaction goals.Change and Release Management:Develop and implement processes for change management, ensuring controlled and seamless updates or upgrades to SaaS applications.Collaborate with stakeholders to understand new business requirements and translate them into application changes or enhancements.Ensure the implementation of changes in alignment with organizational goals, minimizing disruptions.Collaboration and Stakeholder Management:
Act as a liaison between the IS teams, business units, and vendors to ensure seamless operation and support of SaaS applications.Work closely with key stakeholders to understand business processes and align SaaS solutions with business objectives.Provide regular updates and reports on application performance, system health, and key metrics to management.Vendor Management:
Manage relationships with SaaS vendors, including coordinating technical support, negotiating contracts, and ensuring vendor compliance with SLAs.Oversee vendor performance and ensure timely resolutions to vendor-related issues.Documentation and Knowledge Management:
Ensure that comprehensive documentation is created and maintained for system configurations, processes, and procedures.Foster a knowledge-sharing culture within the support team, ensuring that lessons learned, and solutions are documented for future reference.Requirements
Bachelor's degree in Information Systems, Computer Science, or related field.5+ years of experience in IT service management, with a focus on SaaS application administration and support.Strong knowledge of SaaS platforms such as Adobe, Minitab, Asana, Clickup, Atlassian (JIRA, Confluence), IDE tools, etc.Proven experience in incident, change, and release management in a SaaS environment.Excellent communication, leadership, and problem-solving skills.ITIL certification or equivalent experience preferred.Skills:
Strong understanding of cloud-based SaaS architecture, system administration, and security.Ability to lead cross-functional teams and manage multiple projects concurrently.Analytical mindset with the ability to assess and solve complex technical issues.Familiarity with service management tools and ticketing systems (e.g., ServiceNow, Jira).Proven ability to work in a fast-paced, dynamic environment and adapt to changing business needs.Demonstrated ability to work as part of a team.Effective time management, analytical thinking skills, organization skills, and the ability to communicate effectively are critical to role.
Biomerics offers the following benefits: Medical/Dental/Vision Insurance, Short-Term Disability, Long-Term Disability, Life Insurance, Paid Vacation Days, Paid Holidays, 401k with Employer Match, Onsite Fitness Facility