Analyst - IT Consumer Services

Eli Lilly and Company • Indianapolis, IN

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About The Position

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world. Why This Role Matters: This position strengthens two pillars that directly impact patient experience: quality and reliability. Your work ensures that our consumer and CRM platforms are stable, dependable, and ready to scale as Lilly expands AI‑enhanced, digital‑first experiences for patients and caregivers.

Requirements

• Bachelor’s degree in a technical or related field OR equivalent practical experience.
• 2+ years of experience in technical support, QA/testing, systems/solutions engineering, or SaaS operations in a professional or internship setting.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Nice To Haves

• Exposure to CRM platforms (e.g., Salesforce) or other customer‑engagement systems
• Experience using Agile tools (Jira, Confluence) or participating in Agile ceremonies
• Familiarity with scripting languages or basic automation concepts

Responsibilities

• Testing Automation & Release Readiness Build and maintain automated test suites (journey-level, regression, smoke tests) that support consistent, safe releases across CRM and consumer platforms. Execute test cycles, document outcomes, and partner with engineers to troubleshoot issues and validate fixes. Contribute to improving test coverage, eliminating manual test effort, and accelerating release cycles in close partnership with product, engineering, and QA peers. Support structured release processes and readiness activities consistent with Tech at Lilly’s quality expectations and agile workflows.
• Service Management & Incident Support Monitor operational dashboards, logs, and system performance indicators to identify issues early. Assist in root‑cause analysis, incident documentation, and coordination with engineering teams for resolution. Help maintain service runbooks, knowledge articles, and support workflows that improve system reliability. Partner closely with cross-functional teams (Patient Services, Business Units, Tech at Lilly teams) to ensure solutions continue to meet evolving business and patient needs.
• Platform Support, Configuration & Continuous Improvement Learn and support CRM ecosystem configuration, data flows, and integrations, especially those that enable personalized and scalable patient support experiences. Assist with change requests, configuration updates, validation, and documentation across the platform. Participate in Agile ceremonies (standups, sprint reviews, planning) and contribute to backlog refinement. Explore new platform features, automation methods, and industry trends—bringing forward ideas to improve system quality and user experience.
• Documentation & Knowledge Sharing Document test cases, test scripts, troubleshooting guides, platform behaviors, and integration points. Contribute to a culture of learning by sharing knowledge, documenting best practices, and supporting team adoption of new tools and methods.

Benefits

• Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).
• In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level