Incident Problem Manager
Paymentology
CloudITSM
Senior Information Systems Analyst
Amgen
full-time
Posted on:
Location Type: Hybrid
Location: Istanbul • 🇹🇷 Turkey
Visit company websiteJob Level
Senior
Tech Stack
CloudITSM
About the role
- Technical oversight and support of End User Technologies (EUT) of the modern workplace
- Manage customer expectations and provide escalation management for End User services
- Support Global project rollouts and collaborate with global project teams and SMEs
- Manage communications, change management, and organize demos and training for technology adoption including Artificial Intelligence
- Work with Global and Regional MSPs to deliver technical support and oversee SLA achievement
- Interact with Information Security, Identity and Access Management, Records and Information Management teams to ensure security and compliance
- Ensure User Experience requirements are articulated to global delivery teams; be involved in testing and rollout of services
- Escalate and manage Major Incident Management activities impacting End User services
- Manage local country agreements (telephony, mobile), procurement, and identify opportunities for savings
- Engage the business to ensure local policies are defined and aligned with Global guidelines
- Assess new technology capabilities and support technology adoption initiatives
- Work closely with Operations/Run team to troubleshoot problems and assist in deployments
- Support the broader region (EMEA) in Technology – CCE project delivery
Requirements
- Bachelor’s degree and 3-years of Information Systems experience OR Associate’s degree and 5-years of Information Systems experience OR High school diploma/GED and 7-8 years of Information Systems experience
- Experience working in an End User Technology service area
- Relevant experience working in a multinational organization utilizing a range of IT infrastructure
- Hands-on experience with Office 365, SharePoint Online and other Cloud Enterprise Solutions
- Experience in using Artificial Intelligence tools like ChatGPT and CoPilot
- Experience working with an ITSM (Information Technology Service Management) platform for Incident / Asset Management and Service Requests
- Proven ability to move products from Demo and Proof of Concept to Pilot and Production; strong background delivering emerging technologies and mitigating risk
- Experience with service delivery management and working with Managed Service Providers (MSPs)
- Experience in Major Incident Management and escalation processes
- Experience managing local country agreements (telephony, mobile) and local IS procurement
- Knowledge of Information Security, Identity and Access Management, Records and Information Management compliance
- Excellent written and verbal communications skills in English
- Strong time and task management, documentation, and ability to work independently in a high pressure, fast paced environment
- Ability to translate technical issues into business language and provide recommendations
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Information SystemsEnd User TechnologyOffice 365SharePoint OnlineArtificial IntelligenceITSMIncident ManagementService RequestsService Delivery ManagementEmerging Technologies
Soft skills
communicationtime managementtask managementdocumentationindependent workproblem-solvingcustomer managementescalation managementcollaborationchange management
