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Position Summary:

This role will own the IT operations and enablement of Elanco’s digital strategy in the USA and Canada Affiliate. Reporting to the NA Commercial, SiteOps IT Director, you will engage with local business teams ensuring the successful delivery of global and local IT services & solutions as well as coordinate with IT service providers to maintain stability.


SiteOperations IT is at the heart of the global IT organization ensuring the ‘rubber hits the road’ on Elanco’s growing digital investments positioned on modern IT architecture.  The key responsibilities for this role include:

  • Point of contact, IT support and IT consultation for Field Sales, Technical Veterinary & Marketing (scope: e.g. day-to-day business operations using technologies, IT solutions & services, IT processes and troubleshooting)
  • Handle requests e.g. daily requests intake, backlog processing, resolution, escalations, reporting
  • Own backlog and process efficiency & effectiveness, own end-to-end request resolution
  • Re-direct to (delegate to) proper IT resources/delivery units (e.g. SolOps, TechOps, external providers…) to ensure effective and efficient resolution.
  • Ensure proper operation of selected IT systems & tools used by the commercial organizations, like IT workplace technologies, Veeva CRM and associated with them other add-on features.
  • Ensure proper and timely support of the selected domains: e.g. Order Management, Samples/Free Good Management configurations, incl. pricing rules, visibility, rebranding, new promotions, new products/SKUs, maximum order quantities, accounts for free goods ordering, data loads, CLM upload, cycle plans, sales/SFE targets, key messaging, territory re-alignment, reports generation and maintenance, feed assays, Public Account List, CRM surveys, approved emails, auto ships (on/off), user access management, samples tracking, other CRM add-ons, SMS (short text messages) distribution to the field…
  • Leverage commercial data to be able to create and execute data-pulls using SQL and other tools & provide guidance to business partners that consume the data.
  • Primary contact for onboarding & offboarding
  • Ensure proper support of IT hardware requests
  • Ensure proper licenses management (pull, renewals, costs)
  • Perform Vendor Management tasks, e.g. contracts renewal, prepare Purchase Requisitions (incl. vendor communication, SOW) and steer for PO creation
  • Maintain and own Knowledge Management Objects within ITSiteOps (process, documents locations, manuals, templates, known problems; communicate to the business, update of Elanco Rep Portal)
  • Effectively use Veeva CRM (as well as associated CRM add-ons/systems) to be able to ensure proper configuration based on the business requirements as well as proper functionality & continuity of the CRM processes. Provide guidance to business partners that use Elanco CRM tools.
  • Create training materials and publish on NA SiteOps “Portal” (include business content as well as CRM International content)
  • Deliver the training and consulting to the business including driving new initiatives and leveraging highly important Veeva CRM tool. Adapt global training to deliver local training content.
  • Contribute to Power Users Communities (Pet Health/Farm Tech Champs)
  • Partner with business stakeholders to ensure process is optimized (e.g. inform about templates, manuals, proper go-to persons, proper ways & tool to submit specific requests and best practices)
  • Effectively cooperate with the business stakeholders, NA Site Ops specialists and with other IT delivery units
  • Communicate IT changes, known problems, alerts or other useful information to the commercial organizations

Basic Qualifications:

  • Bachelor degree in computer sciences or a related technical discipline.
  • Minimum 5 years’ experience in the implementation and support of IT systems for commercial organizations
  • Solid knowledge of CRM processes and CRM tools
  • Qualified candidates must be legally authorized to be employed in the United States. Elanco Animal Health does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

Additional Skills & Preferences:

  • Broad IT infrastructure and IT systems experience
  • Deep understanding of CRM processes in particular Veeva CRM
  • Understanding of commercial business organization and its key processes
  • Experience with standard IT technologies and solutions used by business Commercial organizations: workplace applications (e.g. MSOffice, O365, Teams, SharePoint, Adobe Acrobat); IT equipment (e.g. PCs, iDevices); Understanding of technical terminology and products (e.g. Agile Project Management, Azure B2B, ServiceNow, Cloud Computing etc.)
  • Experience and Knowledge in selected sales and marketing processes and technologies, such as Customer Relationship Management (e.g., Veeva, iRep, CLM), Order Management, Customer Service, Call Center, Marketing Automation (e.g. Sales Force Marketing Cloud), Promotional Materials Management, Territory Alignment, Incentive Compensation Management, Customer/Product Master Data systems, Reporting and Analytics systems (e.g. PowerBI, Tableau).
  • Competency in using data analysis tools with ability to organize data into meaningful charts, graphs, and reports. Knowing SQL will be an advantage.
  • Knowledge & experience of ITIL processes
  • Ability to accomplish results through others, particularly by establishing relationships, and being an effective team member or business partner.
  • Demonstrated ability to escalate to the appropriate level for resolution
  • Persistent attention to detail and a high sense of ownership and commitment.
  • Strong problem-solving and overcoming complexity skills
  • Demonstrated ability to learn quickly.
  • Strong teamwork and self-management
  • Strong communication skills


Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status