Contribute to Santen’s vision, values and success by ensuring Santen Digital and Information Technology (DIT) scope of services is enabled by Santen’s IT Service Management (ITSM) platform and capabilities, to ultimately benefit Santen end-user productivity, service experience and DIT service efficiency.
Manage Global Service Operations (GSO) ITSM / CMDB / User Experience management platform, liaising with Santen stakeholders and service partners. Aligning strategy, and implementation roadmap with DIT leadership, stakeholders and service operations partners.
Professionally manage and govern services under responsibility of GSO
Key Responsibilities& Accountabilities
Be the process and application owner for Santen’s Global IT Service Management platform (ITSM / CMDB) – ServiceNow
Liaise with Santen IT Program Management team on ServiceNow ITPM operation & improvement
Define, align and implement Santen’s ITSM / CMDB / experience management foundation, processes and functionality, based on industry standards, best practices and ServiceNow standards and capabilities
Consult and collaborate with Santen stakeholders and service partners to understand Santen strategy, requirements on Service Operations / ITSM / CMDB improvements
Drive service experience and productivity improvements for Santen users and service operations efficiency improvements for ServiceNow users, by enhancing process coverage or functional capabilities.
Define, implement and govern standards for ServiceNow processes, architecture, integration, configuration and professional operations
Be responsible for ServiceNow roadmap, release planning and operations
Define, implement and govern user access, role and authorization management processes
Responsible for ServiceNow vendor and license management, contract and service governance and reporting
Initiate and execute projects on GSO services implementation, improvement or transition
GSO Service Manager for defining, managing and governing services under GSO scope, liaising with Santen’s global and regional stakeholders and Santen’s service partners
Qualifications
Experience
Essential
5+ years experiences in IT Service Design or IT Service Operations Management
5+ years ServiceNow process, application and architecture experience
3+ years international experience of working with remote and multi-cultural colleagues
Desirable
ITIL certificate
Service Management, Application Owner or Process Owner experience
Project Management experience in IT
Experience with insourcing / outsourcing implementation and governance of services
Functional Competencies
Essential
Japanese and English fluent in oral and written
Service Design or IT Service Operations Management experience with strong focus on providing value add for users and partners to achieve service and operational excellence