Service Expert ITSM

Job title Service Expert ITSM

About the job

We are an innovative global healthcare company with one purpose to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

The Digital Knowledge Management Global Process Owner is accountable for

What you will be doing

• Accountable for the implementation, continuous improvement, and refinement of the Knowledge Management practice within the Digital organization.

• Drive Knowledge Management adoption and management of Digital Knowledge articles.

• Utilize ServiceNow to manage the Knowledge Management practice

• identify and drive adoption of automation including GenAI to improve the Knowledge management process.

• Manage service continuous improvement cycles in collaboration with the Product / Service Owners and managed services teams

• Collaborate with Knowledge Management subject matter experts in non-Digital business units to maintain a consistent global practice.

• Define/oversee Key Performance Indicators (KPIs) to ensure Operations / Service Level Agreement (OLA/ SLA) meet business objectives.

• Provide vision and roadmap for strategic global process evolution of Knowledge Management.

• Maintain Knowledge Management documentation, procedures and training materials.

• Maintain regulatory compliance based on Digital control

• Minimum Education Qualification

• Bachelor’s Degree (B.A.) or equivalent in Information Technology or Engineering

• ITL v3 or v4 certificate (not required but beneficial)

About you

• Work Experience Qualification:

• Min. 5 years of relevant IT experience with ITIL practices specifically Knowledge Management

• Fluent English (Written and Spoken)

• Proven experience with ServiceNow including report and dashboard creation / management

• Experience with JIRA for creating epics, stories and testing.

• Experience with creating demands, user requirements / stories and user acceptance testing

• Knowledge of Agile principles

• Knowledge of FDA regulations related to computerized systems  

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.