Role Description The Business Process Analyst is responsible for designing, documenting, and maintaining standardized service processes for Marco’s Managed IT (MIT) organization. The primary focus of this role is creating playbooks, process maps, and SOPs that drive consistency, scalability, and operational clarity across service teams. This role partners closely with Service Delivery, Operations, Automation, and Quality Assurance to translate how work should be done into clear, usable documentation that enables repeatable execution and continuous improvement. The Business Process Analyst does not manage daily operations or people; success is measured by process clarity, adoption, and reduction of variability and rework. Essential Functions: - Develop and maintain Service Playbooks that clearly define: - Purpose, scope, and ownership of processes - Inputs, outputs, and success criteria - Escalation paths and decision points - Create detailed process maps (swim lanes, flowcharts, BPMN-style diagrams) for: - Ticket Lifecycle (intake, triage, resolution, escalation, closure) - Requests, alerts, and exceptions - Cross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours) - Author and maintain Standard Operating Procedures (SOPs) that: - Are clear, concise, and execution‑focused - Align to service standards, SLAs, and tooling - Support onboarding, cross‑training, and consistency - Work with subject‑matter experts to capture current‑state processes and design future‑state improvements. - Identify gaps, inefficiencies, and handoff issues within existing processes and recommend improvements. - Ensure all process documentation: - Uses consistent structure and terminology - Is version‑controlled and easy to consume - Aligns with Quality Assurance and automation standards - Partner with QA and Service Delivery leadership to: - Reduce repeat issues caused by unclear or inconsistent processes - Support root‑cause and problem management initiatives - Support automation initiatives by: - Defining process eligibility and guardrails - Documenting automation handoffs and exception paths - Present process documentation and recommendations during operational and leadership reviews. Qualifications - Associate’s degree and three years of relevant experience; or equivalent combination of education and experience. - 2+ years of experience in a service desk, helpdesk, or MSP environment. - Demonstrated experience creating SOPs, playbooks, or process documentation. Requirements - Strong process analysis and documentation skills. - Ability to translate complex operational workflows into clear, actionable documentation. - Experience creating flowcharts and process maps (Visio, Lucidchart, Miro, etc.). - Excellent written communication skills with a focus on clarity and usability. - Strong stakeholder collaboration and facilitation skills. - Experience working with ticketing systems (e.g., ConnectWise). - Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools. - Excellent communication skills in working with and relating to people at all levels of an organization. - Well organized and self-directed while being a team player. - Treat people respectfully, work with integrity and ethics, and uphold organizational values. Benefits - Pay Range: $80,796 - $125,234 annually. - The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. - For detailed information about our benefits, please visit our careers page at www.marconet.com/careers. Location - This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.

• Answer and resolve employee benefits inquiries, providing guidance on complex issues and ensuring accurate, timely resolution in partnership with vendors and internal teams. • Support design, implementation, and administration of AMER benefits programs, including insured, absence and perk programs. • Partner with brokers, consultants, insurers, and internal stakeholders for renewals and program execution. • Manage vendor onboarding, financial setup, and operational governance. • Create and maintain clear communications to improve understanding and engagement of benefits and perks programs. • Enhance the employee experience through feedback and improved communication tools. • Resolve escalated issues by identifying root causes and partnering with vendors on long-term solutions. • Partner with vendors to apply benchmarking and trend analysis in support of annual renewals and day-to-day program improvements. • Perform data analysis and reconciliations to ensure accuracy and compliance. • Maintain documentation and uphold best practices in benefits administration. • Drive the refinement, implementation, and administration of time-off and leave policies for your region, including required configuration and maintenance within Workday

Senior Associate Commercial Reporting remote type Flex Commuter / Hybrid locations Portugal - Lisbon time type Full time job requisition id R-236008 Career Category Administrative Job Description Join our team at AMGEN Capability Center Portugal, number 1 company in Best WorkplacesTM https://www.greatplacetowork.pt/ ranking in Portugal (category 201-500 employees) by the Great Place to Work Institute. We have a team of over 300 talented people and more than 35 different nationalities, diverse areas of expertise and professional experience that are shaping the future of healthcare. This is your chance to explore a world of opportunities in different areas such as Cybersecurity, Data & Analytics, Digital, Technology and Innovation, Finance, General & Admin, Human Resources, Regulatory Affairs and many more. In Lisbon's city center, our AMGEN office fosters innovation, excellence, and inspiration. Come thrive with us at AMGEN, supporting our mission To Serve Patients. What we do at AMGEN matters in people’s lives. SENIOR ASSOCIATE COMMERCIAL REPORTING LIVE What you will do The Commercial Analytics team at Amgen plays a pivotal role as a strategic partner to Commercial leadership, offering data-backed insights crucial for driving commercial success. As a Commercial Reporting Senior Associate, you will lead insights generation by integrating multitude of secondary data sources and engaging several Commercial Data and Analytics (CD&A) colleagues to develop a comprehensive understanding of brand performance and provide tactical recommendations to drive it. You, as our Senior Associate Commercial Reporting, will play a pivotal role as a strategic partner to Commercial leadership, offering data-backed insights crucial for driving commercial success and stakeholder management. You will contribute to the reporting for brand and field performance, executing and managing discussions with CD&A leadership. Responsibilities will include: - Assisting with field sales team which includes documenting new business requirements, developing new reports in Tableau, enhancing existing reports, and training. - Participate in cross functional teams to improve reports and reporting processes based on changing business trends. - Collaborate across functions to ensure precise documentation and application of business rules for all reporting deliverables - Contribute to creating and applying reporting QC standards and processes to maintain report accuracy - Support weekly release runs of field dashboards, portal communication and data inquiries. - Partner with field training team to build training materials and deliver training to new hires. - Ensure adherence to compliance/legal regulations. - Flexibility as new areas of responsibility are defined. - Collaborate with the broader CD&A organization to integrate comprehensive insights and analytics. WIN What we expect of you Our ideal candidate is a team player with customer focus. He/she is problem solving and result oriented and has time and process management skills and can compile data. Proven experience and skills needed: - Minimum 3 years of experience in Pharma/Biotech sales & marketing operations, finance and/or analytics and reporting experience - OR Master’s degree and 3 years of sales & marketing operations, finance and/or analytics experience - OR Bachelor’s degree and 5 years of analytics sales & marketing operations, finance and/or analytics experience - University Degree in commerce, finance, economics, mathematics, healthcare or related field. - Fluency in English, both in written and oral communication. - Strong Excel and PowerPoint knowledge Preferred Requirements: - Experience in Tableau and data visualization - Knowledge or experience in data, analytics, and/or dashboarding & reporting approach - Analysis and project management skills to turn unstructured business issues into action plans that result in meaningful strategic or tactical recommendations. - Ability to drive implementation to enhance methodologies and standard processes. - Experience with data management, business analysis, and solution design/development - Ability to translate business requirements into innovative solutions. - Strong client service and communication skills – written, oral, and presentation – appropriately gauged to a broad range of audiences from senior leadership to front-line field staff and to peers in various subject areas. - Experience with brand, sales and activity reporting, incentive compensation, Plan of Action, field systems solutions like Veeva (salesforce.com), Javelin, and other systems such as Customer Master (Master Data Management solutions) and Reporting Solutions such as Cognos, Spotfire, Micro-strategies, etc. - Deep knowledge of pharmaceutical data including IMS DDD, Xponent data, Plan Track, Managed Markets and charge back data is highly desirable. - Expertise in Microsoft products Excel, Access, and PowerPoint. - Demonstrates a service-minded attitude. THRIVE What you can expect of us - Vast opportunities to learn, develop, and move up and across our global organization. - Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act. - Generous Amgen Total Rewards Plan comprising healthcare, finance, wealth and career benefits. - Flexible work arrangements. APPLY NOW Objects in your future are closer than they appear. Join us. careers.amgen.com EQUAL OPPORTUNITY STATEMENT Amgen is an Equal Opportunity employer and will consider you without regard to your race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Role Description The AMER Benefits Analyst supports the design, implementation, and administration of benefits and perks programs. This role ensures operational excellence, compliance, and a positive employee experience. The ideal candidate is detail-oriented, analytical, and skilled at collaborating with vendors and internal partners to continuously enhance benefits delivery. - Answer and resolve employee benefits inquiries, providing guidance on complex issues and ensuring accurate, timely resolution in partnership with vendors and internal teams. - Support design, implementation, and administration of AMER benefits programs, including insured, absence and perk programs. - Partner with brokers, consultants, insurers, and internal stakeholders for renewals and program execution. - Manage vendor onboarding, financial setup, and operational governance. - Create and maintain clear communications to improve understanding and engagement of benefits and perks programs. - Enhance the employee experience through feedback and improved communication tools. - Resolve escalated issues by identifying root causes and partnering with vendors on long-term solutions. - Partner with vendors to apply benchmarking and trend analysis in support of annual renewals and day-to-day program improvements. - Perform data analysis and reconciliations to ensure accuracy and compliance. - Maintain documentation and uphold best practices in benefits administration. - Drive the refinement, implementation, and administration of time-off and leave policies for your region, including required configuration and maintenance within Workday. Qualifications - 5+ Years of experience. - Strong attention to detail, analytical mindset, and sound business judgment. - Excellent verbal and written communication skills. - Initiative in developing regional and technical benefits expertise. - Basic understanding of plan design and policy features for health and welfare. - Proficient in data analysis, reporting, and process management. - Effective collaborator with internal teams and external vendors. - Committed to delivering a consistent, accurate, and positive employee benefits experience. - Experience building out time off and leave policies, implementing changes in Workday. Benefits - Comprehensive benefits and perks that meet the needs of all employees. - For specific details on the benefits offered in your region, please visit mybenefitsnow.com/databricks .