Specialist, Service Management; m​/f​/d

Job Description Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation. At our Burgwedel site, our IT team enables our business colleagues to develop, produce and deliver innovative human pharmaceutical products. As part of our Global End User Services organization, we ensure that our users can work efficiently, securely and in a highly connected environment.

To strengthen our team, we are looking for a Specialist, Service Management (m/f/d).

• Ensure smooth IT operations and an excellent user experience at the site
• Operate and support the local IT infrastructure (end user devices, network, servers, lab/shopfloor and office systems) in line with global standards and processes
• Apply and follow IT Service Management processes (Incident, Problem, Request, Change, Configuration Management)
• Act as an interface between IT and business functions:
  Support requirement gathering and documentation
• Translate business needs into IT requirements
• Develop solution proposals in close collaboration with regional and global IT teams
• Provide hardware and software to end users and deliver 2nd level support on site
• Contribute to the rollout, enhancement and continuous improvement of IT services and systems in line with internal IT SOPs and SDLC processes
• Coordinate and process changes in local and global systems (e.g. via ITSM ticket/change tools)
• Ensure compliance and audit readiness of the supported IT systems, including documentation and support of Corrective and Preventive Actions
• Identify optimization opportunities and contribute to continuous improvement of processes, services and standards
• Support the coordination of external service providers and collaboration in cross-site IT teams

• Bachelor's degree in computer science computer science, information systems or equivalent practical experience
• Several years of professional experience in IT support and/or IT Service Operations / Service Management
• Solid knowledge of: PC and laptop hardware as well as peripheral devices (printers, scanners, etc.)
• Basic network and server technologies
• Practical experience with IT service processes and ideally with an ITSM tool (e.g. Service Now)
• Very good German and good English language skills, both written and spoken
• Strong service and customer orientation with the ability to communicate clearly with diverse stakeholders
• Structured, self-driven and reliable way of working as well as strong team spirit
• Willingness to occasionally support outside of regular business hours (e.g. for incidents or planned changes)

• ITIL Foundation certification or practical experience with the ITIL framework
• Experience in a regulated environment (e.g. GMP/GDP/pharmaceutical or comparable compliance requirements)
• Experience contributing to IT projects and rollouts or coordinating external service providers
• Experience with automated deployment, monitoring or asset management solutions

A responsible role at the interface between IT and business in an international environment

The opportunity to shape and continuously improve IT services at the site

Collaborative team culture within an engaged local team and close connection to the global IT organization

Various development and training opportunities within the company

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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Job Description:

Unser IT-Team versteht sich als strategischer Partner des Business und entwickelt innovative Ideen…