Local IT Service Delivery

Local IT Service Delivery

Department: Corporate Functions

Job ID: 44509

Professional | Permanent | Full-/ Part-time | Hybrid

Our Corporate Functions teams make sure everything at Grünenthal runs smoothly by bringing together people with a wide range of skills – from experts in finance, IT, HR, law and compliance through to business strategists and creative media minds. If you’re a great collaborator and a strong communicator, you’ll feel right at home here. Join our team and join forces with colleagues across our business to maximise our company’s positive impact on patients and their families.

What the job looks like

1. Attending calls, responding to inquiries raised by all available contact channels (call; mail; self-service) within agreed timelines (SLAs).
2. Collecting and capturing all required information in the ITSM Tool, categorizing and prioritizing tickets following agreed procedures and processing the ticket closure accordingly.
3. Troubleshoot raised tickets using Knowledge Articles and the available information on the Knowledge Data Base.
4. Support Operations of All ITIL Functions by proactively spotting trends and disruptions to the agreed process.
5. Support Service Delivery Management by performing non-standard tasks & queries resulting from business needs, contribute for the continuous improvement of the service providing new ideas & suggestions.
6. Assist and assure proper process documentation is in place and reviewed regularly.
7. Support Service Transitions & new IT Technologies implementation.
8. Maintain & manage accesses; assets (software & hardware); anti-virus solutions and security policies.

What you’ll bring to the table

1. Good written and oral communication skills in English C1 (and other languages if applicable).
2. Microsoft Windows & Office support experience (Active Directory / Exchange / Servers & Clients).
3. Good understanding of ITIL Processes.
4. Excellent problem-solving skills.
5. Understanding of the business continuity process.
6. Customer relationship – able to establish quick working relationships / empathy with the customers.

Grünenthal is a global leader in pain management and related diseases. As a science-based, fully-integrated pharmaceutical company, we have a long track record of bringing innovative treatments and state-of-the-art technologies to patients worldwide. Our purpose is to change lives for the better – and innovation is our passion. We are focusing all of our activities and efforts on working towards our vision of a world free of pain.

Grünenthal is headquartered in Aachen, Germany, and has affiliates in 27 countries across Europe, Latin America and the US. Our products are available in approx. 100 countries. In 2023, Grünenthal employed around 4,400 people and achieved revenues of € 1.8bn.