Associate Business Support Specialist (Vietnamese Bilingual)

Position Responsibilities

• Being part of a team of STS professionals executing STS SRD Tier 1 processes globally, applying the “Follow the Sun Model” (wherever there is no language dependency).
• Ensuring tickets are taken care of with utmost quality and in a timely manner (based on the defined SLAs)
• Providing first-in-class customer support through the case management tool (ServiceNow) and telephony system
• Understanding their role in the end-to-end design
• Delivering high-quality service to employees and suppliers to increase customer satisfaction
• Collaborating effectively with SRD Tier 2 analysts as well as all other STS subgroups to ensure a globally consistent approach
• Adhering to the global process design, policies, and compliance requirements
• Raising opportunities and pain points to help inform strategy for continuous improvement opportunities
• Identifying common trends and themes in the support group to identify long-term solutions and reduce the number of cases created
• Working closely with SRD Tier 2 and the Global Governance team on frequent flyers and other areas of opportunity
• Driving adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues
• Using available ServiceNow dashboards to drive productivity as well as consistency
• Supporting other team members by providing cover when required

Education & Experience

Required Attributes

Physical Position Requirements

Possible Career Moves

Required Skills

Preferred Skills

Current Employees apply HERE

Current Contingent Workers apply HERE

EEO / Important Notice

Search Firm Representatives Please Read Carefully : Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

VISA Sponsorship

Travel Requirements

Flexible Work Arrangements

Hybrid

Shift

Valid Driving License

Hazardous Material(s)

Job Posting End Date

12 / 8 / 2025

A job posting is effective until 11 : 59 : 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID : R

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