• United Kingdom, Uk
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  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

AstraZeneca is a global biopharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the worlds most serious diseases

At AstraZeneca, were proud to have a workplace culture that encourages innovation and teamwork Our vision of an outstanding place to work is one in which all our employees are engaged and encouraged by a clear shared purpose and a compelling strategy; where they are encouraged to perform and develop to their full potential; and where they are supported by the right organisation design, culture, technology and processes

The End User Services function provides IT Services for the entire AZ organisation The function is truly global in scale with team members across Asia, Europe and the Americas

You will be responsible for implementing automated Service Desk functionality and also monitor, analyse, and improve performance of key IT processes to improve customer experience and value for money across our 6 Regional Desks The Manager will also work closely with the multi-functional local Service Desk Leads to support any automation and insights initiatives and share learning This role will support and continue to develop the performance measurement mechanisms to drive service improvements and provide domain expertise for the delivery of the Global service desks

Key areas of responsibility Service Desk Responsible for the delivery of world class Service Desk services, understanding all aspects of the service desk service components in the supplier agreements and actively ensure suppliers are on-track to maintain service delivery levels against agreed SLAs, OLAs, and underpinning contracts Measure performance and use the data to forecast future performance
ServiceNow be able to follow the full lifecycle for the continued development of Virtual Agent/Predictive Intelligence and new functionality into the service desks, experience of the ServiceNow Demand process, plus product ownership of the Call/Transactions Module
Automation Transition and project management experience to fully exploit functionality across the global and local service desks ensuring 360 sharing of learning from implementations
Service Desk Insight To work cross-functionally with identified teams to drive improvement of existing measures through analysis of ticket and survey data, observing customer experience issues and opportunities for improving value for money / return on investment Delivering regular reports on IT Service performance/trends, providing explanations, training, and information to colleagues and partners including resolver teams and senior management
Continuous Service Improvement ensure all facets of the services delivered align to Run IT Brilliantly and Customer Centricity Focus on enhancing the Service Desks business intimacy with all CFIT areas
Knowledge Management fully understand the knowledge management lifecycle and how the continued development of knowledge centric support will lead alignment to the continued development of Chat Bots and speedier resolution
Communications ability to communicate effectively and efficiently with all levels of the business and with our vendor/business partners

Candidate Focus & Challenge

Service Desk Delivery

Supply to the strategy development for Service Desk services, working with Global Service Desk Lead, regional Campus Leads and Customer-Facing IT to agree the optimal roadmap
Establish relationships with global IT teams to ensure Service Desk services are meeting their needs and in turn they are giving Service Desk teams the support needed in order to be successful Ensure processes are aligned, tools used consistently, and requirements are communicated openly and effectively
Ensure the Service Desk services are aligned to the global Incident, Problem, Change, Knowledge, and Request Fulfilment processes Act as a champion and go-to contact for the Service Desk teams engagement in these processes
Proactively set and run expectations in the business about service quality, SLAs, and CSAT results in order to drive customer satisfaction levels
Participate in Service Review Boards and ensure that customer satisfaction scorecard activities are effectively addressed
Establish relationships with suppliers and partners within the region to coordinate activities and processes and ensure delivery of services
Act as the Field-glass manager for regional OSP and/or EMR resources associated with delivering Service Desk services Follow correct processes to ensure that new starters accounts are created and that they have the appropriate access to IT systems, end dates are extended timely, and leavers records are terminated
Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate AstraZenecas business (eg SoX and GxP)

Work closely and drive performance with E2E Customer Service Managers
Third party suppliers for operational activities
Resolver Teams & Wider AZ GTC teams

ServiceNow / Automation

Fully understand the new ServiceNow functionality available, how best to deploy and exploit across all service desks, Globally and Locally This should include Integration Hub, Agent Workspace, Virtual Agents, Predictive Intelligence and Interactions
Development of a strategic Automation Roadmap to enhance all available contact channels working closely with Global IT Portal Lead
Represent Service Desk services in ServiceNow forums and ensure any new enhancements are fit for purpose and will have no adverse impact Develop skills to contribute to the ServiceNow Super User forum Will provide development support for Interactions Modules, plus assistance for other modules
Ensure the usage of the Service Catalogue and self-service capabilities continues to evolve to support the most efficient ways of working

Insight Provide daily, weekly, and monthly delivery and insight reporting for the Service Desk services to the Global Service Desk Lead, EUS Leads and suppliers, as agreed
Analyse trends in customer service (for example calls/e-mail/e-chats) and associated data to identify and implement improvement areas
Analyse data from various sources to drive future service level improvements and identify and implement shift-left opportunities

Knowledge Management

Work with all suppliers to ensure that all knowledge articles that are used by the Service Desk are fit for purpose, accurate, and drive the best outcome Assist with ensuring the services are focused on delivering a knowledge-centric service for all tickets logged

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Biotechnology/Pharmaceutical/Medicine, Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 19th Jul 2020

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