Specialist, Service Catalogue Management

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .

This position is based in Bangalore, India. 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 the Responsible Flexibility Guidelines.

Purpose and Scope:

As a Specialist, Service Catalogue Management, you will be responsible for enhancing the digital experience of our IT service management (ITSM) processes and tools.
You will collaborate with cross-functional teams to analyze user needs, identify pain points, and implement improvements to streamline and optimize the ITSM digital experience.
You will have a strong background in ITSM processes and tools, excellent problem-solving skills, and a passion for delivering exceptional digital experiences.

Responsibilities and Accountabilities:

· Design and support implementation of new Service Catalogue items and workflows in ServiceNow.

· Create and maintain ServiceNow knowledge articles in end user knowledge base.

· Analyze user needs and pain points related to ITSM processes and tools.

· Collaborate with cross-functional teams, including IT service desk, IT operations, and development teams, to gather requirements and define digital experience goals and objectives.

· Design and implement improvements to streamline and optimize the digital experience of ITSM processes and tools.

· Conduct user research, including surveys and interviews, to gather feedback and understand user preferences and pain points.

· Develop and maintain user-friendly interfaces and workflows for ITSM processes and tools.

· Collaborate with UX designers and developers to implement changes and enhancements based on user feedback and requirements.

· Monitor and track key performance indicators (KPIs) related to the digital experience of ITSM processes and tools.

· Provide training and support to end-users on ITSM processes and tools, ensuring a smooth and seamless digital experience.

· Stay up-to-date with industry trends and advancements in ITSM processes and tools, and recommend relevant improvements to enhance the digital experience.

· Assist in the development and implementation of ITSM digital experience strategies and roadmaps.

R equired Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field.

· Minimum of 3 years experience as an ITSM Digital Experience Specialist or in a similar role, with a strong background in ITSM processes and tools.

· Familiarity with ITSM frameworks, such as ITIL or COBIT.

· Proficiency in ServiceNow with experience of design and implementation of Service Catalog items and workflows.

· Good understanding of Virtual Agent and configuration of topics.

· Experience in Knowledge Management is desirable.

· Strong analytical and problem-solving skills, with the ability to identify pain points and provide actionable solutions.

· Knowledge of user experience (UX) principles and best practices.

· Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.

· Strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously.

· Experience with data analysis and reporting tools, such as Excel or Power BI, is a plus.

· ITIL Foundation certification.

· Ability to adapt to changing priorities and work in a fast-paced environment.

Strong English language skills

R equired Qualifications:

· Relevant certifications, such as ITIL, PMP, or AWS, are a plus.

Experience in the healthcare or pharmaceutical industry is a plus.

Working Environment

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.

R equired Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 3 years experience as an ITSM Digital Experience Specialist or in a similar role, with a strong background in ITSM processes and tools.
Familiarity with ITSM frameworks, such as ITIL or COBIT.
Proficiency in ServiceNow with experience of design and implementation of Service Catalog items and workflows.
Good understanding of Virtual Agent and configuration of topics.
Experience in Knowledge Management is desirable.
Strong analytical and problem-solving skills, with the ability to identify pain points and provide actionable solutions.
Knowledge of user experience (UX) principles and best practices.
Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.
Strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously.
Experience with data analysis and reporting tools, such as Excel or Power BI, is a plus.
ITIL Foundation certification.
Ability to adapt to changing priorities and work in a fast-paced environment.
Strong English language skills

R equired Qualifications:

Relevant certifications, such as ITIL, PMP, or AWS, are a plus.
Experience in the healthcare or pharmaceutical industry is a plus.

Working Environment

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