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Lead Expert, Service Desk Problem Management (m/f)

Date: Oct 7, 2021

Location: Zagreb, HR, 10000

Company: Teva Pharmaceuticals

Company Info

 

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

Job Description

 

• Work alongside Problem & Continuous Improvement Manager to ensure problems raised meet set criteria and are logged correctly
• Prioritize and investigate problems, according to severity, all the way  through to resolution or error identification
• Carry out proactive Problem Management using trend analysis techniques
• Advise Support Managers and teams on best available workarounds for Incidents related to unresolved Problems and Known Errors
• Work with Knowledge managers to monitor progress on the resolution of Known Errors, Problems, related Incidents and Knowledge base articles
• Work alongside Problem & Continuous Improvement Manager for improvement of the life cycle for Problem Management process
• Ensure Problems are resolved within their SLA
• Take ownership and manage Known Error Database (KEDB)
• Accountable for formal closure of all Problem records for their support area
• Research habits of IT equipment and systems usage and cooperate, share conclusions and recommendations with other members of the IT team

Qualifications


• Bachelor's degree in computer science or related field
• Minimum 3 years of experience in Service Desk Operations, Site Support or ITIL Framework
• ITIL Certification is a must
• Experience with troubleshooting
• Strong project management skills
• Process-oriented and analytical thinking
• Problem solving skills & proactivity
• Willing to work in a changing and dynamic environment as part of multi-cultural teams
• English – advanced level of speaking, reading & writing

Already Working @TEVA?

 

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

 

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.