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Shire IT End User Excellence, Japan in Tokyo, Japan
The End User IT Excellence, Japan role is responsible for providing technology and application support to all local users in Japan to enable business functionality and productivity.
This position plays a critical role in Japan in ensuring adoption of all Shared Services initiatives in local language. The role includes conducting local training of more than 250 Japan team members for 0ffice 365 and One Drive. This role will continue to be required to ensure that Windows 10 rollout is successfully implemented in all laptops. In addition this role will be critical to support local Shared Service integration activities post 1H 2019.
The End User IT Excellence role is responsible for executing and rolling out technology roadmaps locally. He/she will:
Support local adoption and reinforce utilization of global strategies, standards and policies and will provide technical expertise in delivering and supporting IT solutions.
Resolve end user support issues and provide onboarding of new users and provide training technology and productivity tools.
Work with Procurement to purchase, build and support mobility platforms.
Report to Service Delivery Lead, JAPAC and ensure continued adoption of productivity tools within our user community, helping end users benefit the most from every tool.
Help users to learn and understand all new IT technologies in local language.
Help business, managers and users make use of the right technologies to improve business processes.
To ensure all support incidents are within SLA (to ensure less frustrated users).
Job function and description
70% - Support end user incidents.
10% - IT Onboarding of new joiners.
10% - IT Training and upskilling to increase adoption of IT tools and ensure end users obtain the greatest benefit from IT tools provided.
10% - Support Global End User Initiatives.
Education and Experience
Bachelor’s degree in Computer Science or related field or equivalent experience required
3+ years in a technical environment, with experience as the senior technical resource.
Multiple certifications preferred.
ITIL certification preferred.
Experience in roles such as IT Onsite Desktop Support, Helpdesk and Customer Service roles.
Excellent oral and written communication skills in English.
Key Skills, Abilities and Competencies
Strong problem solving and analytical and skills.
Train users on productivity tools and ensure they are getting the most from them.
IT Onboarding of new users.
Inventory management – lifecycle management.
Implement and support advanced, diverse tech solutions that address complex business requirements:
Effective Deployment, Delivery and Support of IT Services and Solutions (Hardware and Software across IT Infrastructure Platforms) to End Users across the Business Cluster.
Manage and monitor Incident Tickets for local business infrastructure (Desktop, File, Print and Telephony services; LAN/WAN and Servers) and drive Technical Support to achieve SLA’s, including the identification of possible repeating events or trends and coordinated adequate responses.
Ensure new facilities are set up appropriately from an Infrastructure perspective to deliver an exceptional end user experience.
Develop and maintain written Documentation of System Processes and Policies.
Undertake IT project work/tasks as directed by IT Management.
Identify, implement process improvements in architecture and infrastructure of existing systems.
Work cooperatively with technical personnel in other teams and functions to accomplish enterprise-wide goals.
Remain up to date on new and emerging technologies within area of technical expertise and serve as resource to other Shire employees.
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Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.
Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.