ABOUT COOPERSURGICAL

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we’re driven by a unified purpose to enable patients to experience life’s beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

SUMMARY

Ensure that all operational IT related service needs are delivered while following all security and compliance procedures. Primarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides IT support and liaises with specialist system support teams. Performing onsite and remote analysis, and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process. Participates in handling complex incidents/tickets, mentoring Service Desk analyst, proactively identifying problems/solutions and implementing solutions.
Ensure that all operational IT related service needs are delivered while following all security and compliance procedures.

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices.
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Ability to conduct research into technical problems and products as required.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer-friendly language.
• Proficient in conducting group and/or individual user training.
• Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.
• Extremely team-oriented and skilled in working within a collaborative environment.
• Ability to collaborate with resources within multiple business support teams.
• Ability to work extended hours based on business need as well as participating in the IT On Call support rotation.

EXPERIENCE:

• Extensive support experience with current client computing operating systems and applications.
• Familiarity with the principles of ITIL Service Management.
• Proven track record of delivering against SLAs and Service Management targets.
• Experience supporting hardware including laptops, desktops, mobile devices, peripherals etc.
• Familiarity with IT procurement processes preferred.
• Experience of supporting project implementations.

EDUCATION:

• Bachelor’s Degree in a related information technology field and/or minimum 5 years equivalent work experience or a combination of experience/education/professional qualifications.IT Certifications and professional qualifications are preferred.
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  As an employee of CooperSurgical, you’ll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
  To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

• Identify and analyze problems and are responsible for devising and delivering proactive solutions to enhance the quality of service and to prevent future problems. As required, analyze and highlight incident trends and escalate as needed.
• Procures, configures, installs, and assesses performance of the organization’s digital infrastructure and takes responsibility for troubleshooting any required maintenance.
• Supports the implementation of regional and global IT projects. Provides related incident resolution supporting service transition.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Provide onsite and remote Service Management support to users, involving complex incident resolution and request fulfillment to meet published SLA’s.
• Acts a mentor to Service Desk Analyst to assist in troubleshooting complex tickets that come through system should the IT Service Desk Analyst not have appropriate access for resolution.
• Manage the client computing hardware and software lifecycles through obsolesce process and provides effective IT Asset Management.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
• Escalate and collaborate with specialized teams supporting the client computing infrastructure and systems as needed.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• While following the Service Management process, ensure all incidents and requests from customers are accurately updated within the Service Management tool.
• Escalate tickets in accordance with IT procedures.
• Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Promotes user adherence to the organization’s IT policies.
• Liaise with global third-party vendors as needed.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.Performs other duties as assigned.
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  Travel : Occasional travel to other sites (<10%).