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Service Desk Technical

3 weeks ago

Macclesfield, United Kingdom AstraZeneca Full time

**Service Desk technical & Automation Technical lead**

**Macclesfield**

**Competitive Salary and Benefits**

**About the enterprise technology services team**

The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a solid focus on experience.

It’s a dynamic and exciting environment to work in - but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.

**This is what you’ll do**

**Key Accountability**:

- **ServiceNow** be an SME for the development of content and full lifecycle for the continued development of Agent Workspace, Virtual Agent and any new functionality for contact channel strategies.
- ** Automation** - fully exploit functionality to increase automation through products like Virtual Agent, Predictive Intelligence, Agent Workspace to support self-service and improve efficiencies.
- ** Service Experience Analysis and Insight** - work collaboratively with identified teams to drive improvement of existing measures through analysis of data, observing service experience issues and opportunities for improving. Deliver regular updates on product usage and trends, any hot topics, future content needs, liaison with project teams for services launching through Service Introduction and Service Design processes, ensuring we have launch content where appropriate.
- ** Continuous Service Improvement** - ensure all facets of the contact channels delivered align to world class service experience and simplification, through review of outputs and from customer feedback.
- ** Knowledge Management** - fully understand the knowledge management lifecycle and how the continued development of knowledge centric support will lead alignment to the continued development of Virtual Assistants and how content is used, presented, and needs to flex. Support campaign features.
- ** Communications** - ability to communicate effectively and efficiently with all levels of the business and with our vendor/business partners and other Service Desk Teams globally.

**Service Delivery**
- Contribute to the strategy development for Contact Channel services to agree the optimal roadmap
- Manage escalations from colleagues or stakeholders about our automated content.
- Establish relationships with global Service Desk teams so that global content can also meet local needs. Ensure that processes are aligned, tools are being used consistently and requirements are communicated effectively.
- Support generation of multi-lingual content creation, behaviours and implementation.
- Ensure the contact channels align to the Incident, Problem, Change, Knowledge, and Request Fulfilment processes.
- Participate in Service Boards to ensure that service experience activities are effectively addressed.
- Participate in Service Acceptance and Service Design processes to ensure that automated contact channels are properly considered as part of go-live of services.
- Establish relationships with ServiceNow Product Owners to coordinate activities for shared products.
- Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate AstraZeneca’s business (e.g. SoX and GxP).
- Deliver any materials or documentation needed to support the contact channel processes including thinking about New Starters and ongoing refresh to existing user interactions.
- Development a reporting capability to look at user behaviour, click-thru rates, trends, hot topics, content unmet needs, successful channel journeys etc.

**ServiceNow / Automation**
- Fully understand the new functionality that is available, understand how best to deploy and exploit. This should include Agent Workspace, Virtual Agents and Predictive Intelligence.
- Support the development of a strategic Automation Roadmap to enhance all available contact channels
- Develop skills to contribute to the ServiceNow Super User forum
- Support all testing activities to ensure smooth ServiceNow upgrades, enhancements and defects.
- Ensure usage of the Service Catalogue and self-service capabilities continues to evolve to support the most efficient ways of working.

**Function / Team / Location / Collaborators**
- The Service Experience Automation & Insights Manager will be a member of the Remote Channels Team and reports to the Remote Channels Lead.
- The Service Desk & Self-service services are primarily 24x7x365 services.
- The key partners for this role are:

- Service Experience Director
- IT Service Process Leads
- Site IT Technical Teams
- Service Design & Transition Lead