ITSM Process Senior Specialist

MSD is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.  Please check our website: www.msdit.cz
 
The position of Process Analyst has the overall responsibility for ensuring the integrity and quality of the Operations Management (Change Management process).

The process analyst needs to ensure the continued alignment of the operational process with global stakeholders including Global Service Delivery/Transition organizations, Infrastructure Management and Suppliers by partnering with all IT areas. Responsible for supporting and liaising with the process leads in championing ITIL-based methodologies, providing expertise & consultancy for the overall Operations Management processes. 

The nature of the position requires excellent oral and written communication skills (English) and will interact with several levels in the organization, being critical in establishing good relationships with various operational areas and with other global functions.
 
Primary activities/responsibilities:

• Act as process SME (Subject Matter Expert) globally
• Support the process lead in the strategy development and realization
• Partner with process peers to ensure alignment and proper support including, but not limited to infrastructure/application management, service desk, global operations center, service delivery/transition & suppliers.
• Provide support for the IT Change Advisory Board (CAB)
• Partner with IT groups (Remedy Engineering, Operations) and drive process automation and continuous process improvement
• Document supporting policies, standards, processes, procedures, job aids and training
• Provide foundational training and consultancy to process users and stakeholders
• Ensure and support the process adherence by measuring, evaluating and tracking the process performance
• Perform evaluation and quality review in order to ensure

 

Required:

• BSc Degree or equivalent with relevant experience
• Minimum 5 years of applied work experience in IT Operations and ITIL process governance
• Ability to work with diverse teams and suppliers globally
• Certified ITIL v3 Foundation 
• Excellent skills using IT applications to organize and analyze data
• Excellent facilitation and consultation skills including experience with outsourced service providers
• Demonstrated ability to interact and communicate with various IT teams.
• Experience in the area of project management (Agile, Prince2, PMP)


Preferred:
• Certifications: Other ITIL certifications (ITIL Service Transition, ITIL CSI, ITIL Service Operations)
• Experience with System Development Life Cycle (SDLC) process
• Proficiency with BMC Remedy IT Service Management Suite 
• Very good knowledge of MS Office package (Word, Excel, PowerPoint, Visio, Access)



Your role at MSD is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At MSD, we’re inventing for life.            
            
            

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ITSM Process Senior Specialist

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