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Job Information

Merck Application Management Services (AMS) Application Lead in North Wales, Pennsylvania

Job Description

Our company is an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world. Our product categories include oncology, heart and respiratory health, diabetes, infectious diseases, and women's health. We continue to focus our research on conditions that affect millions of people around the world - diseases like Alzheimer's, Diabetes and Cancer - while further expanding our strengths in areas such as vaccines and biologics. We aspire to be the best healthcare company in the world and provide innovative solutions for tomorrow.

For our offices located in USA - Pennsylvania - West Point/ Upper Gwynedd, we are looking for an Application Management Services (AMS) Application Lead. The position will report to the AMS Service Lead for the U.S. region.

The AMS Application Lead will be accountable for Maintenance Support and Operations (MS&O) for multiple business applications within the Human Health Division, primarily for the U.S. market.


  • Oversee Operational Support activities for multiple applications across the Commercial Pharmaceutical market. Maintain and create a deep appreciation of the application portfolio and issues that are impacting performance and user-experience.

  • Lead Operations activities for services related to in-scope Business Technology applications, to ensure reliability and sustainment of business operations. Oversee day‑to‑day IT Operations activities to proactively monitor system health, fulfill requests, and reply to incidents/ problems.

  • Act as first-level point of escalation for operational support issues. Ensure issue escalation and management with appropriate teams.

  • Manage communications and align expectations with Business Partners and Business Technology clients.

  • Interact with IT Divisional Account and Development teams as well as Infrastructure, Shared Platform, and other AMS Service teams to ensure business outcomes are achieved. Provide business Account Management when IT Delivery role does not exist.

  • Apply Service Management methodologies/ processes: Relationship Management, Contract Management, Supplier Management, and Demand Management. Align Service Management processes, procedures, operating level agreements and underpinning contracts to the established service level targets. Ensure adherence to all Service Management processes/ procedures as well as applicable regulatory/ compliance requirements.

  • Conduct regular Service Level reviews

  • Track supplier performance against execution of Incident, Problem and Change Management processes for in-scope applications.

  • Drive continuous improvement activities for in-scope applications.

  • Manage change requests via Demand Management activities.

  • Monitor supplier deliverables against SLAs.

  • Provide guidance to the business stakeholders around support and operational trends.

  • Establish metric/performance reporting approach.

  • Project Management of various sized projects related to bug-fixes, application enhancements, infrastructure upgrades, etc.

  • Identify IT systems for transition to AMS. Oversee Operational Transition/ Knowledge Transfer process.

  • Identify IT systems for retirement. Oversee retirement process.

Competencies/ Skills:

  • Act with Courage and Candor

  • Drive Results

  • Strategic Thinking

  • Make Rapid, Disciplined Decisions

  • Problem Solving

  • Foster Teamwork

  • Productive Communication: Plans and delivers ideas and information to others in an impactful manner across all levels of the organization. Demonstrates the ability to listen to others, and to speak and write clearly and concisely. Demonstrates the ability to facilitate, consult, and influence.

  • Working Across Boundaries: Thinks and acts beyond one’s silo – bridges boundaries across teams, functions, divisions, geographies, external stakeholders, and customers. Ability to succeed in a matrixed environment. Ability to work independently as well in team structures.

  • Project Management: Organizes work efforts by prioritizing tasks, using resources optimally, establishing appropriate deadlines and ensuring on-time delivery of tasks, deliverables and/or project results.

  • Business and Financial Acumen: Comprehends and intelligently applies economic, financial, and industry data to make business decisions that drive value for our Company and our customers.

  • Focus on Customers and Patients

  • Demonstrate Ethics and Integrity


  • B.A./B.S. in Computer Science, Engineering, Information Systems or a related discipline.

  • 15+ years relevant IT experience

  • 10+ years applied work with emphasis on project, functional and technical leadership in a highly complex and dynamic environment

  • 5+ years applied work in the IT Managed Services model for Operational Support

  • 5+ years applied work with ITSM

  • 5+ years applied work in the ITIL framework


  • Applied work in regulated environment and thorough comprehension of the System Development Life Cycle for computerized systems

  • Applied work in the Pharmaceutical Industry with focus on Commercial Markets

  • Applied work in several of the following business/ functional areas and associated platforms/ tools/ software solutions:

  • IT Service Desk utilizing BMC Remedy and/or ServiceNow

  • Commercial/ Medicaid Contract Management and Adjudication & Government Pricing utilizing Model N Revenue Cloud, I-Many/Revitas GP, and/or Ideal ECP

  • Planning Analytics utilizing IBM TM1

  • Master Data Management (MDM) utilizing Informatica Siperian

  • CRM/ Call Center Management utilizing Veeva and SalesForce.Com

  • Integration/ Data Management utilizing Informatica ETL, Matillion, TibCo, Liaison, and/or Jorvak Enterprise Platform

  • Business Intelligence/ Data Analytics utilizing Cognos, Spotfire and/or Qlick Sense

  • Business Process Management / Project Workflow Management utilizing Appian and/or Atlassian JIRA

  • ERP utilizing SAP

  • Cloud Solutions utilizing AWS and/or Azure

Desired Certifications:

  • ITIL Certification

  • Project Management Certification

  • Six-Sigma Certification

  • AWS Certification

  • Testing Certification

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include Human Resources, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth .





In accordance with Managers' Policy - Job Posting and Employee Placement, (http://webview.merck.com/webview/getContentById/Policy+%28US+%26+PR%29+Job+Posting+and+Employee+Placement.docx?version=Current&format=pdf&DocbaseName=mcdsprd&ObjectId=090157b481ba23f3&cid=090157b481ba23f3) all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

US and Puerto Rico Residents Only:

If you need an accommodation for the application process please email us at staffingaadar@msd.com

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

EEOC GINA Supplement​ (https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocgina_supplement.pdf)

OFCCP EEO Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf)

OFCCP Pay Transparency Rule (https://www.dol.gov/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)

We are an equal opportunity employer, Minority/Female/Disability/Veteran – proudly embracing diversity in all of its manifestations.

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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.

Employee Status:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Remote Work


1st - Day

Valid Driving License:


Hazardous Material(s):


Number of Openings:


Requisition ID: R94938