Consultant Service Excellence

Job Description

Job Title: Consultant- Service ExcellenceGCL: C3Location: GTC, CHENNAICompany DescriptionAstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the worlds most serious diseases. But were more than one of the worlds leading pharmaceutical companies. At AstraZeneca, were proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity.The AstraZeneca IT function has undergone significant IT transformation to improve performance and perception of IT and is now focusing on delivering a great customer experience and overall service excellence. The IT Transformation Programme will break the default outsourcing mentality, drive greater cohesion amongst senior IT leadership, begin the simplification of what has become an overly complex function and build a world class IT organization.High Level Function and Role Overview:The purpose of Service Excellence is to provide a world class IT service to our customers. The goal of Change Management is to ensure the reliability and continuity of business operations at their acceptable limits even when changes are underway in the services and infrastructure.The Change Management Team will have the overall ownership of Change Management processes from risk & impact assessment, checking readiness, approval process, Change Advisory Board (CAB) / Technical Review Board (TRB) approval communication to stakeholders, updating Forward Schedule of Change (FSC) calendar and review implemented changes for desired outcome.The Change Analyst role is the center of Change Operations in addressing this challenge with key responsibility of prompt handling of all changes to the IT estate. You will protect the live environment by ensuring efficient control and scheduling of software and hardware modifications, and by preventing the multiple upgrades that can create unpredictable outcomes, and that problems are investigated and resolved in a timely manner to minimize disruption. For changes that carry higher risk, you will work with a group of key stakeholders and CAB / TRB to review and assess the priority of changes.The Consultant role will:Assess changes and the impact they will have on Business Service, ensuring service is protected from degradation because of such changes. Ensure service updates, Service weekends and change communications to key stakeholders are completed to the expected standard and timescales. Monitor and manage Change queues throughout its Lifecycle Join change implementation calls to provide service updates and advise the deployment team of any incidents or issues that would prevent the work taking place Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate the AZ business, e.g. Sarbanes-Oxley Act (SoX) and Good Practice (GxP) Deliver excellent customer service, through ownership, innovation and continuous improvement Will be responsible for ServiceNow development, testing and Implementation phases for Change Management module Minimize service disruption as a consequence of changes and adhere to defined service levelagreement (SLA) Refer significant changes to the Change Advisory Board for assessment Maintain high level of communication with service teams Escalation and coordination with Change Managers where needed. Contribute to Service Improvements Ability to understand interdependencies between the physical and logical configurations withinIT environments.Key Accountabilities:Change Management Activities Facilitate the Change Scrum / Technical Review Board, and effective decision maker of the High-Profile changes Manages and coordinates all activities necessary to control, track and audit Changes in the environment Ensures Change status, progress and issues are communicated to the appropriate groups Manage the process lifecycle with respect to Audits, Governance and reporting to Senior Management Ensure efficient control and scheduling of software, hardware or application modifications to prevent multiple upgrades creating unpredictable outcomes Ensure consideration and compliance with information security procedures Liaise with internal stakeholders and all other Service and Process teams to ensure their satisfaction and compliance with the Change processes Maintaining an accurate Customer Communication Plan for Change Recording actions and progressing actions for Service Improvement ideas Ideally possess experience using the ServiceNow ITSM platformQuality Orientation (Attention to Detail) Accurately and carefully follow established procedures Check work to ensure it is complete and free from errors Acts promptly to correct quality defects Ability to drive internal customer satisfactionCommunication and Knowledge Sharing Listen actively and objectively without interrupting Respond to and discuss issues without being defensive. Ability to communicate effectively verbally and in writing Good follow-up skills, keeping all the stakeholders up to date with information Share information, good practice and expertise with others Ability to learn quickly and willingness to continuously learn and enhance skills Apply relevant best practice processes, tools and methods Knowledge in IT Infrastructure and Environment Promote use of best practices and builds commitment to engage with the approachTeamwork Create a sense of common purpose and commitment Ability to demonstrate interpersonal and teambuilding skills and manage conflict Encourage, coach and advise others to make the best of their abilities Ability to work with cross-functional teams and flexibility to work in Shift Provide constructive feedback and recognize contributionsPlanning and Organization Proven demonstrable experience of administering and delivering Change Management control within a 24*7 mission critical environment or within another Service Management Function with considerable exposure to Change Management Ability to establish and manage priorities effectively and multi-task Use time effectively and stay focused Make adjustments to priorities, timelines and approach when appropriate Demonstrable experience of Release Management would be advantageousContinuous Service Improvement Ability to use initiative, priorities work and make recommendations for process improvements Via the Lean ways of working identify waste within the role and own and drive the delivery of improvement initiatives as part of business as usual activities Via the Lean ways of working support by coaching the Service Excellence team to identify waste in their area and for them to own and drive improvements. Work closely with the Service Excellence teams and peers across the business to develop strategies capable of supporting product/service technical and operational requirements. Contribute to the definition and improvement of operational activities performed by operational teamsCandidate Knowledge, Skills and Experience 5-7 years of experience with at least 3 years of Change Management experience Experienced and well-versed in Change Management methodologies, tools and processes Experience of operating in virtual teams, to deliver excellent results ITIL V3 Foundation / ITIL 2011 Foundation Certified. ITIL 2011 Intermediate preferable (at least Service Transition or Service Operations) Ability to provide subject matter expertise to process Owners and process working group members on ITIL V3 and Service management Experience in ServiceNow toolsetOther Direct Reports No Budget Responsibility None The role requires successful candidates to be available on on-call support during scheduled weekends or high profiles changes getting implemented. The role requires successful candidates to be available in shifts as required by the teamWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.,

Keyskills :
subjectmatterexpertise customerservice itinfrastructure ittransformation impactassessment releasemanagement servicemanagement ncallsupport