VIP Support Engineer

This is what you will do:

• This role has responsibility for VIP IT support for the SET and SET-1 community based on site and remotely and works closely with technical leadership.

You will be responsible for:

• VIP IT Support - The AZ IT VIP Service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance.  The VIP Global service will cover 24x7 support for this limited group of executives. The service will be provided at AZ Campus sites as a normal practice. However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time.
• The service will go to the executive whenever practical. The normal hours of coverage of the service is based on the hours of the AZ Campus where provided. However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours. With Global reach, the service will use a follow the sun methodology when appropriate.
• This role is expected to be the subject matter expert in the ways of working for our VIP personnel and is part of the VIP Support network and Regional VIP Support Team.  They will be a subject matter expert for the technology and tools used  by the VIP personnel, including ensuring appropriate training is given and up-to-date and relevant for their day-to-day activities.

You will need to have:

• Fluent in English (written and spoken).
• Higher level qualification or demonstrable experience in information technology or business and process management.
• A passion for delivering world-class service continually challenging and driving change in pursuit of the experience.
• 5+ years experience in a similar role
• Proven technical know-how and ability to pick things up quickly and assimilate information.
• Experience in teaching and coaching others to support their ability to perform well in their role.
• Strong knowledge of key ITIL Processes and their interoperability.
• Excellent attention to detail.
• Ability to review and process information to produce findings/insights supporting decision making.
• Positive approach to learning new tools, technologies or processes as required for the role.
• Ability to work collaboratively in diverse, multinational teams, across time zones.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
• Strong ability to manage competing priorities to successful delivery and working to deadlines.
• Strong experience of ServiceNow ITSM Toolset or similar.
• Ability to interact with the senior level executives using excellent verbal/written communication skills.
• Working knowledge of Apple products (MacBook, iPAD, iPhone)

We would prefer for you to have:

• Demonstrable experience of supporting service improvements
• Customer Service background or accreditation desirable
• ITIL Foundation Accreditation desirable
• Category B licence and own transport.

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.