Manager - Service / Operations Manager - Level II / no - 110

Status: 
active
Location: 
4070 Basel
Start Date: 
2018-05-01
End Date: 
2019-12-31
Hours per day: 
8,00
Hours per week: 
40,00
Workload: 
100%
Total Hours: 
3.488
Assignment: 

Background

For our Swiss customer located in Basel we are currently looking for (m/f) a Manager - Service / Operations Manager - Level II.

• Type of placement: 20 months, external contract with possible long term extension
• Company: major Pharma company in Basel area
• Salary: level 2, please ask us for the exact rate range

(monthly all in salary levels in CHF, level1= 5-10k , level2=10-15k, level3= >15k)AScientific Supportientific Support

 

Scientific Support

  • Enable scientists to gain maximum value from the product
    • Answer "How to" questions  
    • Train users
    • Help users exploit the product to solve new problems, support new processes or workflows
  • Identify recurring incidents → enable first-line-supporters (ServiceDesk, embedded supporters, super-users) to solve them
  • Identify frequent requests → provide automated, self-service or first-line-supporter (including super-users) solutions
  • Triage escalated incidents
  • Incident that should be handled by first-line-supporter (including super-users) → refer back to first-line (with guidance)
  • Known issue → apply and document workaround
  • Problem → create problem ticket
  • Change Request → create change request ticket
  • Standard Request (such as a configuration or administration function) → fulfill request
  • Collaborate with NEXT team on data shared between the two systems

 

Problem Management

  • Coordinate root cause analysis
  • Prioritize problems
  • Track progress
  • Document results
  • Escalate with RCP, vendor or others as needed

 

Operational Oversight

  • Monitor:
    • Operational health & availability
    • Results of automated tests, contact for maintenance weekend & scheduled downtime
    • User list
    • Usage including monthly reporting on shipment statistics
    • Licenses
    • Capacity
    • Logs  

 

  • Review Queues:
    • Incidents and Standard Requests
    • Problems
    • Change requests
Requirements: 

Skills desired for this role 

  • Prior ASM or deputy experience preferred
  • Clear communication (verbal & written)
  • Customer & quality focused
  • ITSM experience
  • Systems analysis experience
  • Experience with team tools such as Jira, Confluence & Jive
  • Experience with reporting tools such as Spotfire
  • Logistics and/or compliance systems experience

 

 

  • Languages
    • English requirement
    • German very nice to have. 

 

  • Travel expectation
    • Minimal 

 

  • Remote work possible
    • Not too much, max. 20%

CV-Template

Use the chance to make your CV specific for each job posting. Make sure you have all the keywords in it they like to have and you can provide. In any case give a statement to each requirement.

JobPosting Application

Personal information
Please copy and give us a short statement on each requirement, as is required in our CV template. If you use your own CV please insert it in the upper part. Put all the keywords of the job posting, you can provide, at a prominent place in your CV, especially the project list. It will give you a much better chance!
Files must be less than 5 MB.
Allowed file types: txt rtf pdf doc docx.
Work Permit
If not - no problem - we'll organize one.
Recommendation