Primary Skills (max 5 only) Bachelor’s degree or relevant IT work experience SalesForce.com / Veeva: 3 to 5 years of support experiences in global multiple country setup
Service Management Coordination, experience with Services Management processes and demonstrated coordination experience in managing IT Support vendors Accountable for IT Global Application Experience provided services for the area under scope (group of applications/software, product team, region) experience in IT Application Operational Support or System Analyst roles Secondary Skills (max 5 only) Accountable for the global IT Support Services for the assigned system cluster - support will be provided by one of our IT Support vendors 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 Responsible of ensuring resource efficiency, scalability of the service and implementation of simplification measures, such as automation, "shift left" actions, etc. Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams) Main Roles and Responsibilities (max 5 only) Execution of defined meetings with different stakeholders (business key users, IT functions and external support teams) 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 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
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