日本タタ・コンサルタンシー・サービシズ株式会社のApplication Management Service Project for Foreign Pharmaceutical Company_LS-2518求人

職務内容

This project provides application management services to simplify processes and reduce costs in the sales and marketing application portfolio of foreign pharmaceutical company.

本プロジェクトは、外資系製薬企業のセールス&マーケティングアプリケーションポートフォリオにおいて、プロセス簡素化とコスト削減を目指したアプリケーションマネジメントサービスを行います。

・Work as Single Point of contact for TCS Services to client

・Can lead service delivery meetings and customer engagement meetings organized for clients

・Can supervise team member`s daily operations with reference to day to day support function. E.g)

・Client provided SOPs, support documents and job aids etc. required to perform tasks and activities as part of day to day operations

・Engage (calls, meetings, in person discussion) with client and other vendor teams for troubleshooting and issue resolution

・Provide Service Management (L2 support) for services in scope E.g)

・Incident management

・Change management (including set up and facilitation of Change Control Board, participating Architecture review including downstream system related impacts assessment, joining Data Governance for data related topics and IT project portfolio management if the change is treated as project)

　・Problem management (e.g. pattern / root cause analysis and proposing preventive action or changes to reduce incidents)

・Service Request fulfilment (both planned and ad-hoc)

・Configuration management (including Governance & Control such as access provisioning)

・Knowledge management (e.g. Self-service knowledge portal, Data Catalog using Collibra, Periodic info sharing / educational communication to promote best practice or product utilization in IT meetings or Data Governance)

・Use client provided standard service management tools e.g. Service Now, JIRA, Confluence

・Present analysis and insights of operations through

・Trend analysis of ticket data

・Trend analysis of User response

・Root Cause Analysis

・Preventive maintenance

・Proactive proposal for improvements in service quality and cost

登録資格

【Must Skills】

・Proactive attitude, willing to learn, good communication skills

・Experience and maturity to handle support team (L2/L3) operations

・Can handle multiple stakeholder e.g. client, other vendor, TCS team.

・Can engage with multi-vendor teams on need basis (issue resolution) proactively without waiting for any direction / help / guidance.

・Can share updates with stakeholders periodically through status reports, review meetings etc. as required during operations

・Experience in providing application support services (L2 & L3 ) for large programs and adhere to customer defined SOPs, processes , playbooks etc.

・Good understanding of L2 & L3 support function, it`s deliverables, KPIs, operational metrics, delivery management and governance.

・Experience of using various tools for incident management, problem management, change management, doing RCA (root cause analysis ) and CAPA ( corrective and preventive action in case of deviation) and generate reports / metrics to identify areas of improvement

・Good technical skills one or more E.g VB.Net, Node JS, and knowledge of using one or more tools like Azure Web App, Logic App, SQL Server, REST API, SharePoint

・Business level Japanese skills

・Business level English proficiency

【Nice to have skills】

・Prior experience of working in Pharma Sales and Marketing support engagement

・Understanding of Pharma sales and marketing business processes

・Experience of working as Service delivery lead for pharma customers

待遇

■Employment status

Regular Employee

Manager/Supervisor classification: Nil (Classifiable depending on the case)

Working hours classification: Deemed working hours system

Category of deemed working hours system: Discretionary labor system for professional work

Deemed working hours per day: 8hrs

■Salary

Annual salary: *will be decided in consideration of candidates’ experiences and abilities.

Discretionary labor allowance: 60,000 JPY - 80,000 JPY

Overtime work allowance: By ordinary (Paid according to overtime working hours)

Salary raise: Yes

Premium: Yes

■Working hours

9:00 - 18:00

(Actual working hrs: 8hrs /Flex time system/ Core time: 10:00 - 16:00)

■Holiday/Leave

Annual paid leave (10 days provided in the first year * Variable depending on joining date), Two days off every week (Sat, Sun), Public holidays, Yearend and new year holidays, Congratulation or condolence leave, and nursing leave.

■Welfare program

Insurance: Medical insurance, Welfare pension, Employment insurance, and Industrial injury insurance

System: Asset-building savings, Company pension, Cafeteria plan (selection-based corporate member welfare service)

* Only regular employee is eligible for Asset-building savings and Company pension.

Facility: Corporate membership facility (Athletic club, Onsen resort house, hotel accommodations, etc.)