Your Responsibilities :
We are a team of IT experts, who provide excellent services for GSK sites worldwide on a daily basis. As a part of a global healthcare company, we work in a multinational environment, support around 100,000 GSK employees and over 20 000 systems in the entire company.
At present, at our office in Poznan, we employ about 700 highly-skilled professionals.
The Support Service Consultant’s role is to provide operational support and to help lead the service to success by monitoring, analyzing, reporting, and delivering solutions that meet the needs of the business.
The consultant must provide fast and reliable operational support, function well within the GSK environment, and align with the strategic direction of the PC Operations services team.
The Consultant is also responsible for ensuring the service is cost effective, meets SLA goals, and aligns with the changing needs of the business.
The service is of a global nature, providing service solutions to multiple business units, totaling over 100,000 users. This may include liaising with business units and / or 3rd Parties to assess appropriate actions.
Key responsibilities :
Successful delivery of service to SLA, providing an enhanced user experience in the PC Operations team through fast and responsive incident resolution
Monitor & report service against contracts / SLA through VoP / VoC and take action to ensure service provision
Help to lead supplier relationships to meet service objectives and operational requirements
Escalate and participate in service issues, where appropriate, with service management
Contribute to service definitions, service models, and service / operational level agreements
Support and provide analysis of service initiatives and technology changes, as directed
Facilitate 3rd line support with suppliers and IT trade Partners
Provide recommendations for continuous improvement opportunities based on data
Monitor & report costs associated with service delivery
Knowledge transfer and communication of designs and / or implementation plans
Basic qualifications :
Degree in computer science or related field
Extensive knowledge of SCCM and software distribution best practices
Deep experience in service development and analysis
Knowledge of ITIL, ADP, Lean methodologies
Strong written and oral communications skills
Very good command of English (B2 / C1, both written and verbal)
Experience working on a team with IT Service Management skills
Experience working and helping to lead 3rd Party vendors
Work effectively within a global, geographically diverse team.
Empathy and understanding of human issues in delivering long term sustainability of services
Collaborates effectively across in global service teams and across boundaries
Establishes strong working relationships and practices with clear accountability for delivery
Preferred qualifications :
Proven experience working with software distribution teams (infrastructure, software, and process)
Demonstrated ability for sound judgment with strong emphasis on quality, cost and service improvement
Proven ability to engage with business and 3rd party stakeholders and communicate service issues in their terms
Able to interpret customer requirements and restate in terms of business requirements
Demonstrated ability to analyze and synthesize information and make service recommendations.
Work experience in a regulated environment is desired
Why GSK? : What do we offer :
What do we offer :
Access to newest technologies and solutions
Working in international environment which encourages and supports individual development in multiple IT areas
Flexible working hours
Competitive salary, annual bonus plan
Extended private medical care
Life insurance and pension plan
Non-wage benefits like sports card, recreation allowance, social fund, preventive healthcare services
Corporate culture based on our values : patient focus, integrity, respect and transparency
Career with purpose - whatever it is you’re doing, you’ll be sharing in our mission to improve the quality of human life, by enabling people to do more, feel better and live longer
Our values and expectations are at the heart of everything we do and form an important part of our culture.
These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork.
As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities :
Operating at pace and agile decision-making using evidence and applying judgement to balance pace, rigor and risk.
Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
Continuously looking for opportunities to learn, build skills and share learning.
Sustaining energy and well-being.
Building strong relationships and collaboration, honest and open conversations.
Budgeting and cost-consciousness.
GSK is deeply committed to professional and personal development offering employment opportunities across a diverse collection of businesses and geographies.
So you’ll flourish in an inspiring environment where personal growth plays a vital part in the changing face of the business.
Most of all, you’ll enjoy the sense of purpose that comes from leading change in an industry that touches millions every day.
Contact information :
You may apply for this position online by selecting the Apply now button.
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