Senior Specialist – Demand and Capacity Management Customer Success

Job Description

IT powers our company to save and improve lives. IT Strategy Realization’s (ITSR’s) purpose is to lead value-driven outcomes and accelerate how we transform IT. Business of IT (BIT) is a transformation program that drives integrated strategic portfolio management capabilities across IT to optimize the way we deliver business value

As our IT organization focuses on transforming, we need to ensure our business processes are aligned to and support these goals. There are many capabilities required to run IT which must be better defined, aligned, and enabled with supporting technology, such as investment and portfolio management, finance, resource planning and IT master data management.

The Senior Specialist of Demand and Capacity Management Customer Success plays a critical role in the Business of IT (BIT) program at our Company. This position reports to the Demand and Capacity Management Product Manager. Approximately 10% travel is required for this role.

A partial list of responsibilities includes the following:

• Leads onboarding and customer engagement for repeatable, customer-focused experience, and customer support

• Customer focused business analyst; works closely with internal customers and the product manager in support of the realization of value through understanding of customer needs and translating them into end-to-end delivery of appropriate enhancements and new product features

• Manages stakeholder relationships and acts as a single point of contact for internal customers

• Partner with the organization change management workstream on training and change management activities to support product roll out and scale

• Partner with process enablement workstream on ensuring alignment across people, process, and tool

Required Experience and Skills:

• Bachelor's degree

• A minimum of 5 years’ experience in one or more of the following areas: IT product management, management consulting, business analysis, digital strategy, digital transformation, or related fields

• Experience with work and portfolio management tools like Jira, Apptio Targetprocess, and Microsoft Project.

• Experience with global programs and project delivering IT solutions

• Proven experience with business analyst role and/or consulting role

• Proven experience with capturing and clarifying requirement and customer needs

• Ability to navigate matric organizations and comfortable to deal with ambiguity and adaptability to changes

• Ability to quickly develop effective trust-based relationships, working closely with cross functional stakeholders

• Understanding of agile methodology and product delivery lifecycle

• Strong attention to detail, presentation skills, with the ability to facilitate meetings, trainings and workshops

• Consulting mindset, proactive, can-do attitude

Preferred Experience and Skills:

• Proficiency in delivering scalable and performant solutions for Strategic Portfolio Management capabilities

• Understanding of Organizational Change Management principles and their integration with product delivery

• Self-directed, self-motivated, focused professional who with little direction can fill in the gaps as to what is needed, and drive expected results. 

• Expertise in User Experience Design

• Certification in program or project management methodologies (e.g., PMP, Agile, Scrum).

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

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U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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