Analyst - IT Consumer Services

Company: Eli Lilly and Company
Location: Indianapolis
Posted on: February 6, 2026

Job Description:

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. What You Will Do: 1. 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. 2. 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. 3. 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. 4. 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. Your Basic Qualifications: 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. What You Should Bring: 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 Growth Areas (We’ll Help You Develop These): Test automation frameworks and continuous testing practices Service management concepts (SLOs, incident response patterns, runbooks) Working with cloud platforms or API-based integrations Understanding of AI?enhanced workflows and responsible AI principles Who Thrives in This Role: Someone who wants to grow into solutions engineering, platform ownership, or technical product roles. A self?starter who loves improving systems, building structure, and making processes more reliable. A teammate who is energized by patient impact—and wants to strengthen the systems that support real people on their treatment journey. 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 Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $64,500 - $167,200 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. WeAreLilly

Keywords: Eli Lilly and Company, Greenwood , Analyst - IT Consumer Services, IT / Software / Systems , Indianapolis, Indiana