Service Delivery Engineer

Sumitomo Pharma Co., Ltd. is a global pharmaceutical company based in Japan with key operations in the U.S. (Sumitomo Pharma America, Inc.), Canada (Sumitomo Pharma Canada, Inc.) and Europe (Sumitomo Pharma Switzerland GmbH) focused on addressing patient needs in oncology, urology, women's health, rare diseases, psychiatry & neurology, and cell & gene therapies. With several marketed products in the U.S., Canada, and Europe, a diverse pipeline of early- to late-stage assets, and in-house advanced technology capabilities, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner. For more information on SMPA, visit our website https://www.us.sumitomo-pharma.com or follow us on LinkedIn.

Job Overview

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Service Delivery Engineer. This person should have an understanding of of Good Manufacturing Practices and experience providing technical support in highly regulated or pharmaceutical/biotech facilities. A strong customer service mindset is the key to succeeding in this role. This person will play a key role in the providing outstanding customer support, continued development of Service Now, and may participate in the support of our Executive Leadership Team.

Job Duties and Responsibilities

• Provide Tier 1, Tier 2, and Tier 3 support to our users via phone, email, and computer chat.
• Field incoming requests to the Service Desk via Information Technology Service Management (ITSM) tool assignment group, e-mail, and in person, to ensure courteous, timely and effective resolution of end user issues. Independently manage outstanding response to customers and management of your work ticket assignment.
• Investigate and resolve incidents by identifying root causes, including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications utilizing remote desktop application tools, as required.
• Evaluate and maintain documented resolutions in the ServiceNow Knowledgebase.
• Alert the Service Delivery Team and Management to emerging trends in incidents. 
• Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities 

• Responsibilities will focus on technical support for a multi-location corporation (remote and in person as required, including travel to Sales Meetings, if needed.)
• Supporting and troubleshooting equipment in corporate offices and for end users, if a local visit is required.
• Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope)
• Abide by SLAs (Service Level Agreements) to manage end-user expectations
• Perform post-resolution follow ups to help requests
• Available nights and weekends for on call rotations or emergencies
• Travel 10% to other offices when required
• Ability to lift up to 50 lbs when required.

Key Core Competencies

• Build relationships with key internal and customer contacts 
• Maintain a customer service first mindset
• Attentive problem solver

• Keen ability to recognize trends in incidents. 
• Ability to clearly present complete problem details and propose recommended solutions to management.
• Understanding of importance of and compliance to Security and Compliance in IT environments.
• Effectively maintain time management and prioritization responsibilities across operational support and project deliverables

Education and Experience

• BS in Information Technology or related field
• 3+ years of experience working within a GMP or highly regulated engineering environment.
• Experience working with multi-tiered ticket handling/resolution systems
• Knowledge of basic computer hardware, including Lenovo Laptops and docking stations.
• Experience with desktop and server operating systems, including Windows 11 and Server 2000+
• Applications: Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly
• Strongly motivated, well-organized, and