IT Service Specialist

Basic qualifications:

  • Degree in computer science or related field is desirable although relevant experience is equally valuable

Preferred qualifications:

  • Understanding and experience of ITIL based service management practices.
  • ITIL Foundation Level Certification + 1 to 2 additional classes towards ITIL expert certification completed.
  • Knowledge and experience working with Six Sigma/Lean Sigma processes and tools.
  • Knowledge and experience supporting GxP and Sarbanes Oxley regulated applications

Details:

IT Service Specialist

This role owns the performance, operations and continuous improvement of an application or group of applications within a portfolio and manages the full lifecycle while in production. An ongoing commitment to improve the user experience, lower the cost of ownership and balancing risk is required for each application. This requires a balance of business process understanding and technical breadth. The role has increased complexity of geographies, user bases (internal and external to GSK) and a large mix of technology and business process understanding. This complexity of skills is very difficult to source and develop.

Our Company

At GlaxoSmithKline (GSK) we are dedicated to improving the quality of human life by enabling people to do more, feel better, live longer. GSK is one of the world's leading research based healthcare companies, with over 100,000 employees in 150 countries across our Pharmaceuticals, Vaccines and Consumer Healthcare business.

We are proud of the difference we make and in 2016, FORTUNE Magazine ranked GSK #1 on its list of companies that are changing the world. The 'Change the World' list recognises companies that have made significant progress in sustainable, scalable approaches to addressing societal problems as part of their company strategy. Put simply, our focus is on improving access and affordability of medicines, regardless of where people live or their ability to pay.

GSK has been present in Asia for over 50 years and our commitment to the region is strengthened by the establishment of our purpose-built headquarters for Asia. Situated in Singapore, GSK Asia House is a further step in our long-standing strategy to grow and diversify our company - emphasizing the globally balanced business we have built over the years. To better support Asia, we focus on developing talent to improve our ability to make the right decisions for healthcare professionals, patients and consumers across the region.

GSK Business Service Centre, Kuala Lumpur is GSK's first global hub in Asia and will play a key role in GSK's Core Business Services consolidating the organisation's global and regional service delivery in IT, Finance, Employee Services, Indirect Procurement and Worldwide Real Estate and Facilities into an integrated shared service network.

The Role

  1. Ensures continuity of business execution through ensuring production applications are:

a. Fit for purpose (eg easy to use and reliable) and support the evolving business processes

b. Are cost effective – Total cost of ownership is at an optimal level

c. Meets an agreed Risk Profile (eg aging of technologies, controlled regarding regulated applications, aligned with business continuity).

  1. Provides the linkage of technology and business process understanding to quickly restore service, including the creation of facile and creative workarounds, as necessary across 2-3 business processes/services and associated applications (5-15+ applications), supporting large user populations, across multiple business units/geographies), or support business critical processes.

  2. Participates in troubleshooting in applications across multiple technology domains and business areas.

  3. Ensures accurate and easy processes are followed to ensure ongoing continuity of knowledge including:

a. Application dependencies (across applications, hardware)

b. How applications support the business process

c. Service Designs and commitments, including how well the applications perform against the service designs

d. Recommends improvements to these processes to simplify approach across all of Application Services.

  1. Lead and champion continuous improvements that improve end-user experience, reduce risk and/or lower the cost of ownership of the overall business process/service on an ongoing basis.

  2. Carries out work with minimal supervision balancing conflicting priorities and needs

Requirements

You are a passionate IT Service Specialist with the following attributes:

  • Degree in computer science or related field is desirable although relevant experience is equally valuable
  • Understanding and experience of ITIL based service management practices.
  • ITIL Foundation Level Certification + 1 to 2 additional classes towards ITIL expert certification completed.
  • Knowledge and experience working with Six Sigma/Lean Sigma processes and tools.
  • Knowledge and experience supporting GxP and Sarbanes Oxley regulated applications
  • Familiarity with the concepts of IT Systems and IT support organizations
  • Ability to learn and adapt to new concepts, systems, and software independently and quickly
  • Knowledge of systems/software development methodologies and system architectures
  • Good communications in English, sufficiency to build and maintain organizational support
  • Experience in support of IT systems, independent worker, self-starter
  • Experience in working with relational Databases (e.g. SQL Server or Oracle) and the ability to develop SQL queries
  • Knowledge of MS Windows Operating Systems, MS SQL Server Databases
  • Knowledge and experience in supporting Manufacturing shop floor systems, particularly solutions for:

o Electronic Workflow and Batch Recording (similar solution from any software vendor, preferably AspenTech)

o Historian Data Collection and Batch Profiling (similar solution from any software vendor, preferably AspenTech)

  • Knowledge of ITIL based service management practices and processes
  • Experience with Validated Computer Systems
  • Knowledge and understanding of information security risks, corrective and preventative measures and threat management
  • Experience in working with OPC technology, Computer Programming and Interfaces, Automation Systems

What We Can Offer You

GSK's dedication to the wellbeing of our employees is reflected in the benefits we offer; including healthcare for yourself and dependents, performance related bonus, long term incentives and a host of other flexible offerings you can tailor to your own preferences. We also offer a range of employee health and wellbeing programs including our truly unique Partnership for Prevention program, a global commitment by GSK to provide all employees with up to 40 preventative healthcare services bringing to life our mission to: do more, feel better and live longer.

Application Process

At GSK we value diversity and treat all candidates equally. We aim to create an inclusive workplace where all employees feel engaged, supportive of one another, and know their work makes an important contribution.

If you would like to join us in innovating and inspiring changes in the industry, we urge you to apply.

Contact information:

You may apply for this position online by selecting the Apply now button.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.


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