Digital Support Engineer

Your responsibilities, Purpose & Scope, , • The Digital Support/Operations Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy., , Role and Responsibilities, , • Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency., • Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting., • Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future, • Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation., • Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement., , Continue: Role and Responsibilities, , • Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat., • Troubleshoot and resolve hardware, software, and network issues., • Assist with user account management, including password resets and access permissions., • Perform routine system maintenance and updates., • Monitor system alerts and proactively address potential issues., • Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.

High school diploma or equivalent experience., Substantial years of experience in a technical support or service desk role., Strong knowledge of IT service management (ITSM) frameworks, such as ITIL., Excellent customer service and relationship management skills., Demonstrates initiative and flexibility., Proficiency in incidents, problem and service request management., Fluent in French or German, with excellent English proficiency, complemented by strong communication and interpersonal skills.

Optional, Associate’s or bachelor’s degree in Information Technology, Computer Science or a related field, Few years of experience in a technical support or service desk role., Advanced knowledge of network protocols, cybersecurity principles and cloud services., Proven ability to handle high-pressure situations and manage multiple tasks simultaneously, Previous experience of working in cGMP environment, Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis, Experience with service management tools (e.g., ServiceNow)., Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc)., Knowledge of machine learning and artificial intelligence, Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc.

What we offer, Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide., Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day., Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare., A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

additional-module

Location and Working Environment, • GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office, • Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

additional-module

Our Organizational Values and Behaviors, Impact, Innovation, Integrity, One Astellas, Accountability, Courage, Sense of Urgency, Outcome Focus

additional-module

What awaits you at Astellas?, Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide., Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare., A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

ASTELLAS PHARMA CAPABILITY CENTRE POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com., , Are you driven to make a real difference in the lives of patients?, , We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact., , Astellas’ Global Capability Centres – Overview, , Astellas’ Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico., , The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands., , Our GCCs are an integral part of Astellas, guided by our shared values and behaviours, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.

This is how we work,

Your responsibilities

Purpose & Scope

• The Digital Support/Operations Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Role and Responsibilities

• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.

• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.

• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future

• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.

• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.

Continue: Role and Responsibilities

• Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.

• Troubleshoot and resolve hardware, software, and network issues.

• Assist with user account management, including password resets and access permissions.

• Perform routine system maintenance and updates.

• Monitor system alerts and proactively address potential issues.

• Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.

What we offer

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

Location and Working Environment

• GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office

• Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

additional-module

Location and Working Environment, • GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office, • Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

additional-module

Our Organizational Values and Behaviors, Impact, Innovation, Integrity, One Astellas, Accountability, Courage, Sense of Urgency, Outcome Focus

additional-module

What awaits you at Astellas?, Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide., Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare., A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

Your responsibilities

Purpose & Scope

• The Digital Support/Operations Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Role and Responsibilities

• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.

• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.

• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future

• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.

• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.

Continue: Role and Responsibilities

• Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.

• Troubleshoot and resolve hardware, software, and network issues.

• Assist with user account management, including password resets and access permissions.

• Perform routine system maintenance and updates.

• Monitor system alerts and proactively address potential issues.

• Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.

Location and Working Environment

• GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office

• Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

Our Organizational Values and Behaviors

• Impact
• Innovation
• Integrity
• One Astellas
• Accountability
• Courage
• Sense of Urgency
• Outcome Focus

What awaits you at Astellas?

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

additional-module

Location and Working Environment, • GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office, • Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

additional-module

Our Organizational Values and Behaviors, Impact, Innovation, Integrity, One Astellas, Accountability, Courage, Sense of Urgency, Outcome Focus

additional-module

What awaits you at Astellas?, Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide., Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare., A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

ASTELLAS PHARMA CAPABILITY CENTRE POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com., , Are you driven to make a real difference in the lives of patients?, , We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact., , Astellas’ Global Capability Centres – Overview, , Astellas’ Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico., , The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands., , Our GCCs are an integral part of Astellas, guided by our shared values and behaviours, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.

This is how we work,

Your responsibilities

Purpose & Scope

• The Digital Support/Operations Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Role and Responsibilities

• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.

• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.

• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future

• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.

• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.

Continue: Role and Responsibilities

• Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.

• Troubleshoot and resolve hardware, software, and network issues.

• Assist with user account management, including password resets and access permissions.

• Perform routine system maintenance and updates.

• Monitor system alerts and proactively address potential issues.

• Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.

What we offer

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

Location and Working Environment

• GCC POLAND: This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office

• Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.