Service Desk Service and Tooling Analyst

at  AstraZeneca

ACCOUNTABILITIES

• ServiceNow: Enhance knowledge and involvement in optimizing the usage of ServiceNow and its associated functionality.
• Service Desk: Understand how the Global IT Service Desk operates, with knowledge of each of the Remote Contact channels, ensuring all aspects align with world-class service experience and simplification.
• Automation: Fully exploit functionality to increase automation as part of our Remote Channel strategy and enhanced digital innovation.
• Continuous Service Improvement: Lead service improvement opportunities with other teams based on insights found and manage incoming change requests that could impact the Service Desk.
• Representation: Represent the Global IT Service Desk in key projects and engagements across the organization to minimize risks of potential service disruption and increased costs.
• Reporting: Track key data and metrics to support Service Desk operations.

ESSENTIAL SKILLS/EXPERIENCE

• Experience with ServiceNow ITSM Toolset or similar products for channel technology, including deployment of new functionality.
• Solid understanding of Service Desk and Contact Channels used in a large corporate environment.
• Ability to create repeatable reports and dashboards to suit specific requirements.
• Ability to identify trends within data reports and establish opportunities for service improvement.
• A passion for delivering world-class service, continually challenging and inspiring change in pursuit of excellence.
• Knowledge of ITIL Processes.
• Ability to work cross-functionally in diverse, multinational teams across time zones.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude, and willingness to take the initiative.
• Mentally resilient, with a positive approach even when setbacks or hurdles occur.
  When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace, and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
  At AstraZeneca, our work has a direct impact on patients by transforming our ability to develop life-changing medicines. We empower the business to perform at its peak by combining cutting-edge science with leading digital technology platforms and data. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Here, you can innovate, take ownership, and explore new solutions in a dynamic environment that encourages lifelong learning and growth.
  Ready to make a difference? Apply now

The Service Desk Service and Tooling Specialist will identify and implement innovation opportunities to optimize the services delivered to our colleagues. As part of the role, you will become a domain expert in the processes and products used to run the Global IT Service Desk. Our strategy includes continuous innovation and improvement of the experience offered to all our colleagues. We plan to optimize ServiceNow functionality, specifically Virtual Assistance, Predictive Intelligence, Service Operations Workspace, Artificial Intelligence, and Integrations across the organization.