Associate Manager, Systems Engineer, IT

Associate Manager, Systems Engineer, IT

Who we are:

At Agios, we are fueled by connections to transform rare diseases. We foster an inclusive, collaborative culture - one that sparks bold thinking and strengthens our connections with each other and with the rare disease communities we serve. We embrace diverse backgrounds with respect, active listening, and a commitment to inclusion - because our differences shape how we hire, collaborate, and innovate. Our team's proven track record of executional excellence, combined with our depth of expertise and dedication, enables us to develop innovative medicines that reflect the priorities of rare disease communities. Our commitment is more than scientific - it's deeply personal, grounded in the meaningful connections we have built. To learn more, visit www.agios.com and follow Agios on LinkedIn and X.

The impact you will make:

Agios Pharmaceuticals is searching for a dynamic Associate Manager, Systems Engineer to join our End User Experience (EUX) team. We want someone who cares about this important work, and who's driven to connect to our mission of helping these patient communities. We want someone who's driven to connect to our mission of helping these patient communities. This is a hands-on, customer-facing growth role at the intersection of platform administration and everyday end-user support - a strong opportunity for someone with solid IT support experience who is ready to develop deep specialization in our Microsoft 365 collaboration and productivity platform (SharePoint Online, Microsoft Teams, OneDrive, and Exchange Online). You will administer and help improve these services day to day, working under the direction of your manager, who owns platform governance and will mentor you toward taking on greater ownership over time. In equal measure today, you will be a fully engaged member of the End User Experience team: supporting end users directly, working the ticket queue alongside your teammates, and pitching in on onboarding and high-volume periods - with your focus shifting increasingly toward M365 as you grow into the role. You will partner with business stakeholders, IT Security, and the broader IT organization to deliver a seamless, secure, and well-governed digital workspace, and to ensure our end users have an outstanding experience.

What you will do:

• Within the scope at the Service Desk, administer, configure, and maintain the day-to-day health of the Microsoft 365 collaboration and productivity platform, including SharePoint Online, Microsoft Teams, OneDrive, and Exchange Online.
• Help maintain and apply collaboration platform governance standards - site and team provisioning, lifecycle and access models, external sharing settings, and structure that keeps content findable and appropriately permissioned - within the framework set by your manager.
• Once trained on internal processes, will support the governance of collaboration content that may reside within a regulated, GxP context - helping ensure repositories holding validated or regulated content meet FDA, 21 CFR Part 11, and Agios computer systems validation (CSV) requirements, in partnership with your manager, IT Security, Compliance, and QA. (Prior GxP experience is welcomed but not required; we will train the right candidate on our validation and Part 11 framework.)
• Deliver excellent, customer-focused end-user support: work the service request and incident queue alongside the EUX team, resolve issues across the collaboration platform and general end-user computing, and grow into an escalation point for complex SharePoint, Teams, and Exchange Online issues as you develop expertise.
• Contribute to new-hire onboarding and pitch in during high-volume periods, inspections, and onsite events to ensure the team delivers a consistent, high-quality experience.
• Provide secondary support for audio/visual and conference room technology, assisting with meeting and event setups, and deliver executive / white-glove support to senior leaders as needed.
• Help monitor service health, adoption, and experience metrics for the collaboration platform, and contribute to continuous improvement and root cause analysis on recurring issues.
• Carry out platform changes - feature rollouts, configuration changes, and version updates - through Agios change management, working closely with your manager and the senior infrastructure team. Changes are coordinated with your manager's approval (particularly during onboarding, as you build context on the environment) and carried out with the senior infrastructure team's awareness, with appropriate testing, documentation, and stakeholder communication.
• Partner with business stakeholders to understand collaboration needs and help translate them into well-governed platform capabilities, supporting self-service and automation where it reduces friction.
• Create and maintain technical documentation, governance standards, SOPs, and end-user knowledge base articles.
• Manage relationships with relevant vendors and Microsoft support for the collaboration and productivity stack.
• Ensure adherence to FDA, Agios QA department, and Agios computer systems validation compliance SOPs, and complete all activities in accordance with approved SOPs and IT guidelines.
• Participate in on-call weekly rotation for emergency support and be available to conduct platform maintenance outside core business hours as needed.
• Responsible for additional tasks as assigned by IT management.

What you bring:

• Bachelor's degree, with a preference in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of progressive IT experience, including substantial end-user support and deskside experience.
• Hands-on experience administering or supporting the Microsoft 365 collaboration and productivity platform (SharePoint Online, Teams, OneDrive, and/or Exchange Online) - enough to build on, with the appetite to develop deep expertise.
• A genuine service orientation and strong end-user support skills, with a track record of delivering an excellent customer experience and a willingness to roll up your sleeves on the ticket queue alongside teammates. Comfort supporting senior leaders and conference room / audio-visual technology is a plus.
• Coachability and a growth mindset - eager to learn, open to direction, and motivated to grow into platform ownership over time.
• Strong troubleshooting and analytical skills, with the ability to work issues independently and know when to escalate.
• Excellent interpersonal, communication, and documentation skills, with the ability to partner effectively across technical and non-technical audiences.
• Self-motivated and directed, able to effectively prioritize across operational and project work.
• Must be available for on-call weekly rotation for emergency support.
• Experience with collaboration platform governance (provisioning, permissions, lifecycle, external sharing) is a plus.
• Experience administering Microsoft 365 in a regulated industry; familiarity with GxP / validated computer systems and 21 CFR Part 11 is a plus (not required - we will train).
• Experience with ServiceNow for incident, request, and change management is preferred.
• Familiarity with PowerShell or Microsoft Graph for collaboration platform administration and reporting is a plus.
• Experience with ITIL-based service management processes is a plus.
• Previous experience in the biotechnology and/or pharmaceutical industries is a plus.

Concerned that you don't check off every box in the requirements listed above? Please apply anyway! At Agios, we value each other's differences and recognize that teams thrive when everyone brings their unique experiences to the table. We are dedicated to building an inclusive, diverse, equitable, and accessible environment where all employees can bring their whole selves to work. If you're excited about this role but your previous experience doesn't align perfectly with the job description, we still encourage you to apply. You may be just the right candidate for this role or another opening!

Work Location:

Location Specific - Hybrid: This role requires some work onsite at our Cambridge Headquarters as needed. Hybrid schedules vary but are generally less than 3 days per week onsite. Regular conversations with manager are encouraged to ensure alignment on in-person presence/expectations. Employees in this role are expected to live within a commutable distance to the office and some travel may be required commensurate to the above job description and/or to attend team meetings and other company events.

What we will give you:

• Deliberate Development. Your professional growth as one of our top priorities.

• Flexibility. We're all about individual needs. We embrace different perspectives, work styles, health and wellness approaches, care of families and productivity. When you're at your best, we're at our best.

• Premium benefits package. We invest in the health, wellbeing, and security of our people with a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team. For more detail on the benefits we offer at Agios, visit the Inside Agios section of our website.

• Competitive and equitable performance-based compensation. This includes base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance.

• The current base salary range for this position is expected to be between $94,025 and $141,038 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators.

• Psychological safety. We support an environment of fearlessness. We want you to share your ideas, speak candidly and take data-informed risks to help push the boundaries.

• Commitment to diversity. We strive to foster a welcoming workplace where everyone can thrive. We're continuously looking to improve the inclusivity of our workforce.

• Commitment to community. We're an active participant in the communities that surround us - the communities where we live, and the community of people and their loved ones in need of better treatment options for conditions that are often overlooked.

Interested in learning more about what makes our culture unique? Visit the Inside Agios section of our website.