A global IT services and consulting company, multinational information technology (IT), headquartered in Tokyo, Japan. The Client offers a wide array of IT services, including application development, infrastructure management, and business process outsourcing. Their consulting services span business and technology, while their digital solutions focus on transformation and user experience design. It excels in data and intelligence services, emphasizing analytics, AI, and machine learning. Additionally, their cybersecurity, cloud, and application services round out a comprehensive portfolio designed to meet the diverse needs of businesses worldwide.
About The Job:
- We are seeking an experienced ITIL/ITSM Support SME with positive team and people skills to join our internal support setup for a key IT solution pivotal for the clinical development of new medicines.
- This role will boost our existing support setup by delivering Incident, Service Request and Problem Management activities,
improving support processes and knowledge management, and enabling a shift-left culture across a program that delivers a SaaS-provisioned enterprise system as well as inhouse built integrations in and out of the system which is used in a regulated pharmaceutical environment.
- The solution is currently only at 25% of planned capacity. The devops teams supporting the solution are as part of a large programme in the middle of a steep scaling up activity over the coming months landing at 100% in 9-12 months from now.
Essential Job Functions:
Planned contributions
- Augment the existing team with capacity and experience in delivering and ramping up support
- Day-to-day support operations for Incident, Service Request and Problem Management
- Improve and mature ITSM processes and workflows, in alignment with the System Manager and existing incident management team.
- Service request lifecycle: ensure consistent fulfilment, and pr