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Job Information

Merck IT Account Manager in Wilson, North Carolina

Job Description

Subject to applicable law, all prospective hires will be required to demonstrate that they have been fully vaccinated for COVID-19 or intend to be vaccinated for COVID-19 by November 1, 2021, or qualify for a medical or religious accommodation to this vaccination requirement. Hired candidates who are not vaccinated by November 1, 2021, and who have not been approved for a legally-required medical or religious accommodation will be subject to disciplinary action up to and including termination of employment, in accordance with applicable law.

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

The Manager of IT Account Management provides leadership, direction and technical expertise to a team of IT Business/Technical analysts in various stages of development. This team supports clients working in both the office and production areas of the plant site and is responsible for the health/effectiveness of site systems and infrastructure, along with all activities affecting them including new project impacts. This position oversees the life cycle management plans, disaster planning activities and backup/recovery methodologies for site systems and infrastructure. Position supports project work within assigned areas of responsibility. The manager is responsible for the efficient and effective use of resources and is charged with coaching duties, training/development and performance management of their team of analysts and is also responsible for successful supervision and performance of contractor personnel necessary for system support.

Functional Expertise

This position requires knowledge and experience in own discipline while still acquiring higher-level knowledge and skills and will build knowledge of

the company, processes, clients/customers and will solve a range of problems while providing possible solutions. The Manager of IT Account Management

applies team effectiveness skills, listening and integrating diverse perspectives from across the work group; contributes and adds value to the

achievement of team goals.


The Manager of IT Account Management position is responsible for the resolution of significant IT related issues and maintenance of IT systems in compliance with cGMPs, SLC, safety, and environmental regulations. Provides coaching and guidance on IT policies/procedures, problem analysis/resolution and preventative/corrective actions. Develops strategies to optimize and ensure quality and stability of IT systems through future expansion, replacement, or upgrades. Partners with stakeholders and global support functions to ensure successful system functionality. Supervises and develops a committed and responsible team of analysts supporting the production site.

Additional Responsibilities

Coaches IT Business / Technical Analysts and oversees contract IT engineering services

Assists the team with development of objectives and ensures alignment with site goals

Provides ongoing formal and informal feedback to direct reports

Assesses employee training/development needs, assesses the maturity of the team, and adjusts leadership style to enhance team performance

Addresses direct report performance and demonstration of our Company Leadership Standards | Inspires team members or applies consequence management accordingly

Ensures IT representation in key governance processes for the business

Leads Tier 1 Process for the Automation and IT Team

Initiates and leads collaborative efforts with multiple site and above-site organizations to resolve complex problems

Maintains IT systems in compliance with SLC, cGMPs, safety, and environmental regulations

Provides coaching on business case analysis, functional specifications development and risk assessments

Understands and supports all GMPs, safety, and environmental regulations

Periodically reviews and approve IT documents, preventive maintenance, and SOPs to ensure compliance with GMP and safety

Evaluates automated and information technology systems, and develops strategies to optimize and ensure quality and stability of IT systems through future expansion, replacement, or upgrade

Supports technical areas during the installation and placement of new equipment into operations

Develops solutions for general IT related problems | Oversees investigations of automation anomalies to prevent recurrence

Coordinates On-floor support of need IT related activities

Identifies and implements process improvements

Provides client services support for business area applications

Coordinates IT support in Kaizen events

Leads IT related investigations into Atypical Production Reports (APRs) and implements the corrective actions

Participates as a SME for internal and external audits

Understands and supports our Company's cybersecurity and data integrity policies and guidelines | Provides guidance to the team for appropriate

procedures to ensure compliance with those policies | Reviews technical documents to ensure compliance with company guidelines and policies

Education Requirements

Bachelor of Science or Arts OR Master of Science in Information Technology, Science, Engineering


  • 8 + years in IT/Automation support of manufacturing or process engineering or equivalent

  • Computer validation and systems lifecycle development methodology

  • Authoring and reviewing standard operating procedures, on-the-job-training, and other controlled documents

  • Working knowledge of the regulatory requirements for pharmaceutical applications

  • Relevant work experience encompassing a working knowledge of FDA regulatory requirements

  • Working knowledge of Server software/hardware, Windows operating systems and networking infrastructure

  • Strategic and effective leadership, interpersonal and verbal and written communication skills

  • Demonstrated ability to lead key projects across multiple site disciplines and successfully manage multiple, concurrent projects

  • Demonstrated ability to effectively lead others in a cross-functional organization

  • Demonstrated strong interpersonal skills with ability to influence and support others through a culture of inclusion, feedback, and empowerment

  • Motivational and strong team skills, including ability to coach/develop work teams, motivate/empower others, and resolve conflict


Continuous Improvement, Lean Manufacturing, Problem Solving, and/or Right First-Time methodologies

Data Integrity acumen

PMP 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 HR, 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 …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.


In accordance with Managers' Policy - Job Posting and Employee Placement, 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.

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

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 (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

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​

OFCCP EEO Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf)

Pay Transparency Nondiscrimination

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. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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:

Not Specified


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID: R137657