Candidate Focus & Challenge Typical Accountabilities - Delivery of specialist IT technical support to the Operations estate which includes Formulation, Packaging, Manufacturing, Quality and Compliance Systems, Laboratory and Weigh and Dispense functional areas.
- Consultation with customers to support and balance the needs for effective system management which includes agreeing planned and unplanned periods of downtime to minimize the impact to business operations.
- Performs work activities covering technical and quality aspects on relevant systems working to identify the route cause and resolution of technical issues.
- Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies.
- Working as part of a global team, consistency and best practice across the factory operations estate in line with global standards.
- Assists the user community in provision of transition support and change planning and liaises with project and service teams. Assesses risks inherent in proposed system changes, from a technical, service and architectural perspective to ensure system continuity.
Role Specific Accountabilities Accountable for ensuring delivery of OCS Service Catalogue items including identification and clarification of service elements, scope of service and role of service within OpsIT. Operate within the confines of the approved AstraZeneca incident management tool, ServiceNow, to ensure accurate and up to date reporting is achieved. Contributes to the successful delivery of the Operations Computing Service Improvement Portfolio. Works with the System Owner and the service delivery teams to maintain their system management plan in accordance with local regulatory and compliance policies. Ensure OCS supported systems have properly maintained patched and anti-virus levels. Owning the maintenance of the configuration management data for relevant OCS supported systems. Owns IT relationship management with the local Automation and Engineering teams. Need to be able to translate between IT and Business requirements. Support- specialist computing devices such as- specialty printers, scanners, scale to laptop configurations, etc. Tracking all locally-managed projects, reporting on monthly delivery scorecards, provide visibility of all locally delivered OCS projects. Local Service Introduction activities including the delivery and update of local system support models, analysis of new services and systems to ensure all support partners are correctly aligned, and ownership of the service acceptance criteria for local laboratory and production systems Local application management- acting as focal point for all aspects of management of local applications including: development and maintenance of system lifecycle plans, application rationalization, overall support and guidance to system owners. Accountability for all OCS services delivered to a site. This includes: o Helping to define and manage the tasks of the local OCS team o Acting as a first point of escalation for local team and appropriately escalating issues to the Site IT Technical Lead/Manager. o Ensuring local teams are meeting performance goals and that reporting against those goals is in place. o Ensuring local teams are adhering to OCS policies and processes IT Specialist Technical Support do not have formal personnel management responsibilities, as such, they are not expected to conduct performance reviews of the team. They will be expected, however, to contribute feedback into the local team s performance reviews as conducted by the Site IT Lead or Manager. | 
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