The Sr. I.T. End User Technologies Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements and supports the corporate events, projects and activities. By partnering with the Lead of End-user’s groups, he/she ensures all requests are analyzed, planned, resolved and reported back within the promised timeframes. He/she takes ownership of different initiatives, follow-up and communication, develops and promotes different services when required. Reporting to the IT Business Analyst Manager, he collaborates in the collection of EMEA & APAC requirements, implementation of solutions working with internal and external technology providers, coordination/execution of the testing, validation of the technical administration of the operative’s solutions and planification of the training for the users and the EMEA & APAC ServiceDesk.
Duties and Responsibilities
·Troubleshoot and resolve I.T. issues via phone, email, web, and in-person.
·Ensure all incidents and service requests are resolved against SLAs.
·Development of business processes and procedures related to use of User Technologies and guidelines for use.
·Assist in the development of business support standards, processes and procedures, and guidelines for incident and request management.
·Maintain live documentation of operating procedures and user guides.
·Identify and recommend improvement opportunities that are consistent with client needs.
·Participate in the development and delivery of a global IT application, services portfolio bringing the perspective of the EMEA & APAC customer and defining required regional localization modifications.
·Support the management of Mobile Devices.
·Maintain a high level of professionalism with business users, vendors and staff.
·Proactively learn and train other staff members on new product and service technologies.
·Contribute positively to a strong culture of business integrity and ethics.
·Act within compliance and legal requirements as well as within company guidelines
Requirements
·Bachelor degree in the field of information technology systems and at least 5 years work experience in an I.T. department.
·Professional experience in:
Collecting needs and translate them into requirements.
Executing tasks and solving problem with sound judgment around crisis escalation.
·Strong skills in:
English written and verbal communication (Additional European languages is a plus).
Listening, presenting and documenting.
·Experience in:
Training and coaching people on IT solutions.
Supporting as a change agent for Technology adoption/Digital Transformation is a plus.
Using Service Desk ticketing software.
Supporting corporate events/meeting for the technology aspects is a plus.
Biotech or pharmaceutical industry is a plus.
·Familiarity with:
ITILv4 or related service delivery frameworks.
Assets and mobile devices management. Microsoft inTune experience is a plus.
Computer imaging and application deployment systems. Microsoft SCCM experience is a plus.
I.T. Infrastructures, network and telecommunication understanding.
UML and Merise modeling knowledge is a plus.
·Ability to travel across European regions when required.
Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.
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During the process, you may be asked to respond to questions that will screen out your application if you do not meet certain objective criteria required by the job. You can learn more about this process .
