Job Information
Boehringer Ingelheim IT GAE Services Success Coordinator in Sant Cugat del Vallès, Spain
Services Success Coordinator
Tasks and responsibilities
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
Requirements
Bachelor’s degree or relevant IT work experience
Minimum 1-3 years of experience in IT Application Operational Support or System Analyst roles
Minimum 1-3 years of experience in managing IT Support vendors (preferred)
Service Management Coordination, experience with Services Management processes and demonstrated coordination
Stakeholder Management
GxP Knowledge (if applicable)
Operational Vendor Management (if applicable)
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
English language: Advanced Reading & Writing skills, ability to communicate with global teams.
Additional languages are welcome (ie: Spanish, German, etc.)
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.
SalesForce.com / Veeva: 1-3 years of support experience in a global multi-country setup.
#IamBoehringerIngelheim because…
We are continuously working to design the best experience for you. Here are some examples of how we will take care of you:
Flexible working conditions
Life and accident insurance
Health insurance at a competitive price
Investment in your learning and development
Gym membership discounts
If you have read this far, what are you waiting for to apply? We want to know more about you!
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.
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