Maintain the capability backlog and partner with PAP business owners to prioritize new features.
Be accountable for the technical delivery of the AI capabilities being introduced: pharmacy generative AI for fax and prescription intake, AI-enabled volume forecasting, and real-time call analytics (Amazon Connect Contact Lens) aimed at late adverse event reporting
Evaluate the performance, accuracy and reliability of AI models, including vendor results from synthetic and real-data testing
Drive technical root-cause work on eligibility verification return rates and the related API workflows
Provide technical review of the patient and provider self-service site and of dual-site pharmacy delivery, including cross-site prescription reconciliation
Ensure solution architecture supports auditability, traceability and defensibility given the sensitivity of patient data and safety reporting
System Custodianship & Lilly Standards
Serve as the system custodian for the PAP platforms, accountable for their technical integrity, configuration and lifecycle management
Maintain all information on configuration items (CIs) in the CMDB, where required
Maintain accurate, current TPET and ServiceNow information for the PAP platforms
Lead the application of Lilly standards across the platforms, including data commerce, cybersecurity and single sign-on (SSO) protocols
Lead periodic access roster reviews, ensuring user access remains appropriate and is documented
Technology Roadmap & Innovation
Provide leadership for the PAP technology roadmap, aligning platform evolution with business priorities and enterprise technology direction
Lead integration with Tech@lilly innovations, identifying and adopting enterprise capabilities that strengthen the PAP platforms
Automation & Process Ownership
Identify opportunities to automate manual intake, keying, eligibility recheck and triage workflows
Define technical requirements for data migration, parallel validation and cutover,
Plan and oversee testing, including functional test cases, user acceptance testing of web enrollment and correspondence, defect triage and retesting of critical and high defects
Partner with Tech@lilly teams, Cybersecurity and Privacy to move the security and architecture packet through review without delaying the critical path
Monitor vendor service performance against contracted expectations
Vendor & Stakeholder Management
Act as the key technical liaison with the delivery vendors and drive alignment across their delivery teams
Maintain excellence in all vendor technology implementations by leading technical reviews, user acceptance testing (UAT) and integration planning
Work with PAP business owners, Hub and Pharmacy operations, Technology, Cybersecurity, Privacy, Legal, Compliance and the Enterprise AI Committee to align requirements and secure approvals
Translate complex technical concepts into clear, business-relevant language for non-technical audiences
Prepare and deliver presentations to senior leadership on delivery status, risks, roadmap and decisions needed
Build trust and consensus among stakeholders with different interests and levels of technical fluency
Governance & Compliance
Ensure the new platforms and AI tools adhere to Lilly supplier information security and privacy standards, HIPAA and enterprise AI governance requirements
Support audit readiness and documentation for validation, change control, access reviews, record retention and performance monitoring
Collaborate with Quality and Compliance so adverse event and product complaint reporting timelines are met on the new platforms
Basic Qualifications
Bachelor's degree
5+ years of experience in enterprise system implementation, AI/ML solution delivery, or technical program leadership
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
Preferences
Technical Expertise
Strong working knowledge of enterprise CRM, case management and analytics platform implementations, including migrations from legacy platforms
Understanding of data pipelines, data lakes, APIs, single sign-on, integration patterns and enterprise system architecture
Working knowledge of AI/ML applied to document and fax intake, forecasting and call analytics (NLP, classification models, LLMs)
Familiarity with model performance evaluation (precision, recall, false positive and negative rates) in high-stakes, regulated contexts
Experience with test strategy, user acceptance testing, data migration and cutover for regulated systems
Working knowledge of IT service management and system custodianship, including CMDB configuration item management, ServiceNow and TPET records, and access roster reviews
Familiarity with enterprise technology standards, including data commerce, cybersecurity and single sign-on (SSO) protocols
Experience building and leading a technology roadmap and integrating vendor solutions with enterprise innovation programs
Exposure to responsible AI principles, model risk management or AI governance frameworks is a plus
Communication & Stakeholder Management
Demonstrated ability to manage complex, multi-functional stakeholder and vendor relationships
Excellent verbal and written communication skills, with proven experience presenting to senior leadership and executives
Ability to translate technical detail into business impact and risk framing
Strong facilitation and negotiation skills to align diverse stakeholder priorities
Domain Knowledge (preferred, not required)
Familiarity with patient assistance programs, specialty pharmacy, patient support hubs or pharmacovigilance and adverse event reporting
Experience with Amazon Connect, Surescripts, Pega or Oracle platforms
Understanding of regulatory expectations for patient data and safety data systems in the pharmaceutical and life sciences industry
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).
- Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is
- $129,000 - $189,200
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).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.
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