Incident Management and Reporting Expert

Job Description

About This Role:
As the Incident Management and Reporting Expert, you will play a pivotal role within the Purchase to Pay (PTP) team, managing the end-to-end Incident Management process to ensure timely resolution and effective workload distribution across teams when necessary. Your expertise will drive quality improvements and customer satisfaction by identifying recurring incident trends, recommending process enhancements, and tracking progress on continuous improvement initiatives. Acting as a subject matter expert in tools like ServiceNow/BiogenConnect, you will support PTP members with technical challenges and automation efforts, while partnering with IT, procurement, and finance teams to implement operational efficiencies. Additionally, you will prepare detailed dashboards, reports, and metrics for stakeholders, ensuring data accuracy and actionable insights. This role is integral to achieving departmental goals, meeting service level agreements (SLAs), and enhancing governance processes, while also serving as a key backup for Reporting and Controls Expert responsibilities.

What You’ll Do:

• Manage the end-to-end Incident Management process, including incident resolution and workload allocation across teams.
• Oversee and maintain the Incident Management Tool within the GBS PTP, ensuring all incidents are logged promptly.
• Facilitate connections between the Incident Management process and Continuous Improvement initiatives.
• Develop and deliver training materials and sessions for PTP team members and affiliate employees.
• Act as the ServiceNow/BiogenConnect subject matter expert, providing technical support and implementing tool enhancements.
• Conduct root cause analysis (RCA) and recommend preventive actions to reduce recurring incident trends.
• Establish and maintain quality check procedures within the PTP process to improve customer satisfaction and timelines.
• Perform quality checks across PTP teams and address opportunities identified through actionable steps.
• Prepare detailed dashboards, operational reports, and metrics for stakeholders, ensuring accuracy and insights.
• Manage escalations and resolve complex inquiries in collaboration with the Manager and other team members.
• Maintain process documentation, including SOPs, Work Instructions, and Job Aids, to align with current policies.
• Support ongoing departmental projects and act as a backup for Reporting and Controls Expert responsibilities.

Who You Are:
You are a detail-oriented professional with a deep understanding of Purchase to Pay processes, systems, and policies. Your proactive mindset allows you to identify trends, recommend solutions, and drive improvements across teams. You thrive in collaborative environments, building partnerships with stakeholders across departments. Your ability to manage complex inquiries, escalations, and technical challenges makes you a trusted expert in your field. A commitment to delivering actionable insights and maintaining accurate documentation reflects your organizational skills and dedication to excellence.

This role is in hybrid work model. Please note that this role requires a candidate to be a holder of work permit & residency in Poland.

Qualifications

Required Skills:

• Bachelor’s degree in finance or a related field.
• 2 to 4 years of experience in an accounting function.
• Strong understanding of international banking and payment systems.
• Experience in an international work environment.
• Proficiency with Oracle ERP (preferred).
• Fluent in English; additional language skills are a plus.

Preferred Skills:

• Experience with automation tools and system enhancements within PTP processes.
• Strong analytical skills with the ability to create actionable insights from complex data.
• Familiarity with ServiceNow or similar incident management platforms.

Additional Information

About Global Business Services (GBS):

The Global Business Services (GBS) team is an organization established to transform Biogen’s business processes, a platform to scale global operations, fuel commercial growth and the innovation pipeline.  Further, GBS provides added value by developing and delivering a suite of business solutions and support services that are appreciated by internal customers. GBS provides services by leveraging a global delivery model, operational transparency and metrics, leveraging global best practices, and a service-oriented process improvement culture.

The vision of GBS at Biogen is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution and partnerships with internal customers.

The GBS team champions building a continuous improvement culture that other parts of the organization recognize and seek out for business support.  We are a performance-based culture organization supported by tools, training, and well-defined accountability, where people can build their career or prepare for a role in the wider business or elsewhere within GBS. We seek individuals who can enhance our team with their knowledge, skills, innovation, collaboration and “can do” attitude.

About Biogen Poland: 

At our newly built, centrally located Warsaw office, our team supports a global organization with dedication and innovation. In this office, where 31 nationalities form our community, we celebrate the strength that comes from differences in backgrounds, experiences, and perspectives. This commitment to fostering a supportive and inclusive workplace has earned us a Great Place to Work Certificate for three consecutive years and Best Places to Work Awards in both Poland and Europe.

What drives us every day is our unique purpose, working passionately to change the lives of patients affected by rare neurological diseases. If our mission resonates with your heart and career aspirations, join our team.

We eagerly anticipate welcoming you to our dynamic and collaborative environment, where together, we make a meaningful impact on a global scale.

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.