Gss Service Management Specialist

Há 5 dias

Lisboa, Portugal Organon Tempo inteiro

The GSS Service Management Specialist will report to the Service Management Lead and will be working on the design and improvement of Company operations.

The Service Management process includes incident identification, analysis, communication, immediate and sustained resolution, and knowledge management.

This Specialist role must have a continuous improvement mindset and will work on expanding the current use of ServiceNow to improve end-user experience and deliver business value. Can also work with other market-leading capabilities and techniques to improve the customer experience and deliver business value.

Experience in the ServiceNow environment is required. Experience in other similar platforms is valued also.

Organon was established as an independent company in June of 2021 and Organon Global Shared Services (GSS) is now in the process of standing up our Global Service Center. The Service Management Specialist will be a key contributor in standing up GSS Operations in the Center.

**Position Responsibilities**:

- Identify opportunities to leverage the current ServiceNow platform
- Support process standardization and best practices identification
- Work to define knowledge management practices and content
- Work with company-owned and 3rd party resolution center operations to devise and implement strategies resulting in improved productivity, process standardization, continuous improvement, and digital tool adoption.
- Identify opportunities to optimize HR and Finance Call center/Help Desk volumes through self-service, knowledge management, and automation
- Deliver tangible business results in the areas of customer satisfaction, service effectiveness, and cost-efficiency.

**Secondary** Language(s) Job Description**:
**Education & Experience**:

- Bachelor’s degree in Business Administration, Industrial Engineer or area related to Service Management
- Up to 3 years experience in Service Management and with ServiceNow platform or equivalents valued
- Fluency in English. Additional languages are valued.
- Experience working on regional or global teams.
- Strong communication and influencing skills across a global enterprise.
- Demonstrated strong math, query, analytical and systems skills with demonstrated experience in data management, MS Office.
- Experience using SAP valued.

**Required Abilities**:

- Work under pressure and independently.
- Problem solving and critical thinking.
- Teamwork orientation with strong customer service and collaboration mind-set
- Process improvement and drive for results.
- Organizational agility and prioritization.
- Assertive Communication and proactivity.
- Deliver efficiencies, compliance, and control through standardization

**Who We Are**:
Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions. Our Vision is clear: A better and healthier every day for every woman.

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
No relocation

**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Number of Openings**:
1
**Requisition ID**:R511298

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