Group Digital Technology: Senior Support Specialist (Durban North) at Aspen Pharma Group

JOB PURPOSE

Operational role in the digital technology organization and is accountable for supporting and service delivery to the executive and group managers This role ensures that services also meets the needs of the executive and group managers and hence require engagement with a large stakeholder group and the digital technology organization incorporates the needs in product and service offerings. 

KEY PERFORMANCE AREAS

• Implements executive and senior stakeholder engagement/communications plans. 
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from executive and senior customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance general customer and executive and senior stakeholder relationships.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Feeds into change management processes.
• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. 
• Ensures that such problems are fully documented within the relevant reporting system(s). 
• Enables development of problem solutions. 
• Coordinates the implementation of agreed remedies and preventative measures. 
• Analyses patterns and trends.

JOB REQUIREMENTS

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

EDUCATION:

• Matric / Grade 12
• B.Com / BSc Computer Science degree or equivalent work experience 

CERTIFICATIONS/REGISTRATIONS:

• Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)

OVERALL EXPERIENCE:

• 5-10 years’ experience of managing relationships with internal business customers especially at a C-suite and senior management level.

SPECIFIC EXPERIENCE, KNOWLEDGE AND REGISTRATIONS:

• Experience and sound knowledge of service incident and request management methodologies
• 5-10 years’ experience managing a service desk and end user delivery function in a large complex/matrix global organisation

WORK-SPECIFIC SKILLS & EXPOSURE:

• 5-10 years’ experience and knowledge of service desk technologies and processes (incident, service level and problems) and working with  internal and 3rd parties in a multivendor approach

SKILLS AND ATTRIBUTES:

• Teamwork
• Initiative
• Results oriented
• Focused
• Problem-solving and good judgment
• Cooperation
• Proactive
• Active listening skills
• Pragmatic
• Empathy

KNOWLEDGE:

• Technical / professional knowledge
• Industry knowledge

ASPEN COMPETENCIES

Business:

• Accountability/ Ownership

People:

• Communicate Effectively

Self:

• Take Action with Integrity