IT Process & Technical Lead LATAM

Job Description:

This role has two areas of responsibility which includes IT processes and technical leadership and VIP IT support for the SET and SET-1 community based on site.

IT Process & Technical 80% – this role will be the subject matter expert in the processes that are used to support the run of IT Services within the LATAM Site IT Team(s).  This will include ITIL processes such as Incident, Request, Knowledge, Asset, Change, Problem and other colleague or service relevant processes like Onboarding, Offboarding, Legal Hold, handling of IT Equipment, Devices etc.  This role will ensure the local Site IT Technical Team are operating efficiently and aligned to the global technical processes and support the team to learn and embed into day-to-day activities.  The role will also support the IT Service Management monthly updates and give input relevant from local team or on local nuances and conversely takes insights back to the team.  The role is required to become an SME for the technology and tools used to perform the roles within the Site IT Technical Support Team, ensuring that the team have access to the right tools, any elevated access levels and appropriate training.  They will support the LATAM Site IT Technical Lead Managers ensuring training is up-to-date and relevant for the day-to-day activities.  They will support with onboarding of new members of the team ensuring a minimum level of education on processes and technology to perform their duties.

VIP IT Support 20% - The AZ IT VIP Service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance.  The VIP Global service will cover 24x7 support for this limited group of executives. The service will be provided to Mexico, Puerto Rico, Colombia, Costa Rica, Brazil, Argentina and Chile sites as a normal practice and in full synchronization with the local On Site Support technicians. However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time. The service will go to the executive whenever practical. The normal hours of coverage of the service is based on the hours of the local sites where provided. However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours. With Global reach, the service will use a follow the sun methodology when appropriate.

Key Accountabilities:

• This role will support the Site IT Technical Lead and/or Site IT Technical Support Manager to measure the service delivery that ultimately drives service improvement and uplift in service experience.
• The scope of this role is the whole LATAM region.
• Provide subject matter expertise to the team on key processes, tools and technologies through detailed understanding of the processes and supporting tools, especially where this relates to VIP support.
• Work closely with the Direct Channels of the Process Technical Leads community to ensure governance locally and adoption of all key areas of Standard Operating Procedures for Site IT Service Teams as well as input and continual review of the standards using working knowledge and feedback, to gain insights into key problem areas, local colleague issues that are being raised as self-service or via the Service Desks to enable a proactive approach to these in the site or at AskIT, especially where this relates to VIP support.
• Provide support to the broader Process Leads and Technology Owners with regular input to key ITSM or Project update meetings when there are new, changed or service improvements running and provide input from the local team or digest information to embed in the local team, especially where this relates to VIP support.
• The role holder will take full ownership of Executive Incidents. Lead them to resolution directly or by engagement with other IT service teams and local resources as needed.
• The role holder also has Service Ownership which includes: 24x7 Support for Executive Customers, including senior level executive home office support, support while traveling, and high touch support for their Office Assistants. Must manage time flexibly to best suite the schedule of Executives.
• The role holder will need to install, configure, and troubleshoot desktop systems, workstations, network, and audio/visual issues in a regulated environment, collaborating with local On Site Support team to cover for the technical support for meetings held by senior level executives.
• They will work to assure quality of service through all processes and tools used by the team including driving best practice use to improve the experience and drive efficiencies.
• They will work alongside the Site IT Technical Team members to observe or augment workload delivery as necessary including AskIT service for emergency cover only.

Key Responsibilities:

• Close liaison with other IT Process & Technical roles across the global IT Service & Experience organization.
• Work closely with the Site IT Technical Lead to monitor, analyze and review Tier Reporting and Dashboards to ensure we maintain service levels and deliver increased value.
• Ensure use of global dashboards with local data, restrict and reduce local duplicative reporting.
• Support reviews of existing processes, procedures and performance measures as appropriate.
• Support all ongoing tool improvement activities including ServiceNow.
• They will stay up-to-date with new workflow/catalogue releases as well as key Tier 2 knowledge.
• Work closely with IT Specialist Technical Lead to understand relevance and cross-learning opportunities for team members.
• Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to, particularly with VIPs.
• Work with a high level of discretion with our VIPs

Function / Team / Location / Stakeholders

• The IT Process & Technical Lead will be a member of a LATAM Site IT Technical Team and reports to the LATAM Site IT Technical Lead.  They may also support other sites and have dotted line to their Site IT Lead role.
• The key stakeholders for this role are:
  • Service Experience Director
  • IT Service Process Leads
  • IT Workplace & Tools Service Owners
  • Regional IT Technical Directors
  • Direct Channels Lead
  • IT Specialist Technical Lead
  • Executive Assistant community

Essential Skills & Experience required:

• Bachelor Degree in Technology.
• Proficient in local site language (written and spoken) as well as Proficient in English (written and spoken).
• Higher level qualification or demonstrable experience in IT or business and process management.
• A passion for delivering world-class service continually challenging and driving change in pursuit of the experience.
• Proven technical know-how and ability to pick things up quickly and assimilate information.
• Experience in teaching and coaching others to support their ability to perform well in their role
• Strong knowledge of key ITIL Processes and their interoperability.
• Excellent attention to detail.
• Ability to review and process information to produce findings/insights supporting decision making.
• Positive approach to learning new tools, technologies or processes as required for the role.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
• Strong ability to manage competing priorities to successful delivery and working to deadlines.
• Strong experience of ServiceNow ITSM Toolset or similar.
• Proactive communicator with strong ability to work collaboratively in diverse, multinational teams, across time zones.
• Ability to interact with the senior level executives using excellent verbal/written communication skills.
• Working knowledge of Apple products (MacBook, iPAD, iPhone)

Desirable capabilities and skills:

• Demonstrable experience of supporting service improvements, including knowledge of process improvement techniques, such as Six Sigma or LEAN
• Knowledge of Agile project management methodology to adapt to changing requirements, and collaborating with cross-functional teams
• MS Visio process and workflow mapping
• Experience in Technical Training Delivery
• Customer Service background or accreditation desirable
• ITIL Foundation Accreditation desirable
• Experience in Project Management and Change Management, including executing the plan, communicating the progress, and managing the risks and issues.
• Experience in Documentation creation and versioning congtrol

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.