Dirección- Omega CRM Consulting is looking for a Services Success Coordinator that would like to collaborate with one of the top 15 global pharmaceutical companies.
- Job description
- Accountable for IT Global Application Experience provided services for the area under scope (group of applications / software, product team, region)
- Ensures the operational quality / performance of the service according to defined SLAs. Correct provisioning of the services, its capacity, stability, operational excellence performance, vendor operational management and continuous improvement actions
- Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors
- Overall view of the service and analysis of trending and deviations of support
- Ensure the correct quality / performance of the service according to Service Level Agreement
- Coordinate the workload of support team, responsible for the vendor operational management
- Assure knowledge within the team and look for service improvements
- Serve as the point of escalation for major incidents relating to the support service
- Responsible of ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc.
- Regular proactive review of support tickets to assure service quality according to SLA
- Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams)
- Ensure proper onboarding of new applications to the support service
Experience
Minimum 5 years of experience in IT Application Operational Support or System Analyst roles
Minimum 3 years of experience in managing IT Support vendors preferred
Skills / Requirements
Bachelor’s degree or relevant IT work experience
Service Management Coordination, experience with Services Management processes and demonstrated coordination
Stakeholder Management
GxP Knowledge
Operational Vendor Management
Strong organizational skills
Strong client support / customer service skills
Strong global relationships and communication skills with Business colleagues and IT colleagues
Ability to prioritize when working on multiple tasks to ensure timely delivery
Strong troubleshooting skills
Language
English language : Advanced Reading & Writing skills, ability to communicate with global teams.
Technical Skills
IT Service Management tools (ticketing) tool user knowledge.
ITIL v4 knowledge advanced in Incident and Problem Management processes.
MS365 applications usage (advanced user in PowerPoint, Word), PowerBI, Flow.
Experience in ServiceNow platform or Manufacturing systems as a plus.
WHAT DO WE OFFER
- Permanent contract.
- Flexible Schedule. We make it easy. Balance your professional and personal life.
- Trainings & Certifications. Improve your skills and get the official certificate from our main partners.
- Home Office.
- Flexible retribution (public transport ticket, Ticket restaurant, ).
- Health insurance.
- OMEGA in action. Our commitment to a better society is not just an intention.
About us
We are a digital global company whose mission is to accelerate the business experience (BX) of its customers. In concrete terms, our 360 solutions allow business transformation and acceleration by means of technology and data applied to Customer #OmnichannelExperiences in fields such as #CustomerServices, #eCommerce, #Analytics or #Marketing.
We target companies from different fields such as : #Retail, #LifeandSciences, #Manufacturing but also #Education, #NonProfit, #NGO etc.
We are one of the top 3 partners of #Salesforce in Europe. Our team is composed of more than 450 people of 24 nationalities based in Spain and France, who have wide knowledge and experience that understands business processes and technology while enjoying what it does.
Key to our success is the knowledge of our people. We are an innovation and Outstanding Knowledge award-winning, Salesforce Consulting Partner.
Our priority is the well-being of the team. We foster a collaborative culture, involved and supported by our company values : #Talent, #flexibility, #commitment and #innovation.
We bring them to everything we do. #TogetherWeGrow
