IT Conferencing Analysts

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialisation of small molecule and biologic prescription medicines across multiple therapy areas, including respiratory, inflammation and autoimmunity; cardiovascular and metabolic disease; oncology; neuroscience; and infection and vaccines, pioneering innovative research and exploring novel pathways across key therapeutic areas. MedImmune is the worldwide biologics research and development arm of AstraZeneca.

The Arena

Collaboration Services and Center of Expertise reside in the Infrastructure Organisation in AstraZeneca IT and is responsible for the following areas of IT:

Messaging
Mobility
Enterprise Collaboration Tools (SharePoint etc.)
Conferencing (Telepresence, Lync, Webex, Intercall, etc.)
New technologies and Portals
The Conferencing Analysts will ensure:
Effective service management activities to ensure the Conferencing support services for the Collaboration function are delivered in accordance with Service Level Agreements and business requirements and new and improved services are developed and implemented without risk to business functions.
Change Management: Ensure new solutions delivered by projects & service design are introduced in the live environment with minimal business disruption, maintaining availability levels expected by the business

The Role

Service and Supplier Management
Accountable for administration activities associated with conferencing service provision to AstraZeneca (AZ) globally
Support effective implementation of service delivery processes, including Incident, Problem, Change, Service Level Management, Financial Management, Capacity Management, Availability Management and Continuity Management for Conferencing service area.
Responsible for service changes, improvements and escalations, ensuring that impact on business critical functions is minimised and that the service catalogue is up-to-date
Ensure collaboration with other service managers and capability leads on communication of Service Improvement Plans and provide input into assessment of customer satisfaction & improvement plans.
Operate and support appropriate tools associated with delivering the conferencing service in AZ (Remedy, Service Now, VC call management software, Lync etc.)
Strong Customer Mindset and service orientate approach and experience of dealing with end users.
Resolution of users issues associated with Conferencing services in timely and effective manner.

Service Performance

Manage internal stakeholder requirements and challenge their thinking so that a solution is developed and delivered that meets expectations in terms of cost and quality.
Drive improvements in service performance ensuring suppliers? performance against SLAs is analysed and used as a benchmark for future SLAs.

Governance & Tools

Coordinate service Reviews with user groups, ensuring that....

To read FULL JOBDESCRIPTION and to APPLY, please turn to www.astrazeneca.se