Posted to MedZilla on 3/26/2017


Takeda Pharmaceuticals

US-IL, Senior ITSM Process Specialist 1700672-MZ


 
 

At Takeda, we work as a team to provide better health and brighter futures for all. As a global pharmaceutical company, Takeda focuses on discovering, developing and delivering innovative medicines that can have a life-changing impact for patients worldwide. In fact, patients are at the center of everything we do. We encourage our 30,000+ employees to continuously develop their skills, and we reward them for the results they achieve. We value integrity, dedication and teamwork, which are abundant in our multinational workforce. If you want to make a difference, if you want to be inspired, if you want to do important work join us.


OBJECTIVE:

Serve as process owner and subject matter expert for one or more ITIL processes.


ACCOUNTABILITIES:

  • Provides ITIL best practice service management process consulting at a strategic, design, and operational level for the Takeda s environment
  • Oversees implementation, coaching and monitoring adherence of ITSM Processes for allocated region
  • Establishes the process definition plan, identify the reviewers and process sign-off mechanism
  • Defines and monitors process KPIs to identify risks and issues
  • Initiates and maintains a process compliance training program for IT internal resources as well as service provider(s) staff by working with IS/IT training team
  • Provides proper hand-holding of the processes to service delivery/operation team (including Service Providers)
  • Manages the relationship with GDIS others teams to be able to operate end
  • Accountable for the Standard Operating Procedure (SOP) of one or more ITIL processes
  • Accountable for CSI of process, process roadmap, governance and KPIs of processes within scope of responsibility.
  • Accountable for the customer relationship ensuring the process meets the needs of stakeholders.
  • Accountable for process quality and compliance
  • Initiates and maintains a process compliance training program for IT internal resources as well as service provider(s) staff by working with IS/IT training team for assigned process.
  • Accountable for ITSM tool requirements for assigned processes, and coordination and/or execution of UAT testing.
  • Oversees implementation, coaching and monitoring adherence of ITSM Processes for allocated region
  • Provide best practice process consulting at a strategic, design, and operational level for the Takeda s environment
  • Serve as a first point of contact in region for questions on ITSM team processes
  • Responsible for the operational management of a process, monitoring process KPIs
  • Raise process compliance concerns to process owner
  • Assist the process owner with the remediation of compliance gaps
  • Assist with the execution of process training
  • Manage data related to a process

Qualifications

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:


Required:

  • Bachelor s Degree or high school degree and 8+ years of work experience in any business related field
  • 5+ years of experience with extensive subject matter expertise in IT Services Management (ITSM)
  • ITIL V3 Intermediate Level Certification required, ITIL V3 Expert Level preferred
  • 1 to 3 years of experience with ITSM tools preferably Service-Now
  • Experience with implementing or operating with one or more ITSM process area.
  • Experience in infrastructure operations, business analysis, or process design.
  • Experience with handling technical issues and engaging others to assist in addressing the issues.
  • Project management experience desirable
  • Strong analytical skillset
  • Ability to write and speak in the English language

LICENSES/CERTIFICATIONS:

Required:

  • ITIL V3 Intermediate Level Certification

Desired:

  • ITIL V3 Expert Level Certification

TRAVEL REQUIREMENTS:

  • Access to transportation to attend meetings
  • Ability to fly to meetings regionally and globally
*LI-SA1-EUR


Schedule
Full-time


Please visit our website at takedajobs.com

 
 


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  considered, please do so. Applications for all positions are subject to each employer's specific requirements.