IT Workplace Professional

IT Workplace Professional

The Opportunity

As an IT Workplace Professional, you will have oversight of IT end user services at the Philadelphia location. As part of an agile team focusing on creating a great employee IT experience, you will function as a lead specialist here. Partnering with key business stakeholders, you will analyze business requirements and propose IT solutions to challenges. You will provide timely communication and ensure end user adoption of the solutions.

Key Responsibilities:

• Monitor and keep the service level agreement with the business for onsite IT support (Incidents, Requests fulfilments, etc., according to ITIL best practices).

• Achieve top ratings on customer satisfaction for End-User Services and ensure that end-users and local management are satisfied with IT support.

• Support the timely implementation of Global/Regional IT initiatives at the site.

• Provide support and guidance for onsite services (e.g. events and meetings).

• Ensure the timely implementation of Global/Regional/Local initiatives and IT projects.

• Propose opportunities to optimize our service delivery using Global guidelines as a reference.

• Support incident/request management and measure performance against agreed service level agreement (SLA).

• Manage service providers and vendors including contract management and service reviews.

• Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.

• Manage hardware inventory end to end process.

• Lead and support business continuity activities.

Who You Are

• Bachelor's in Computer Science, Engineering, Information Technology or a related discipline.

• Minimum of 5 years of experience providing IT onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.

• Experience with running high performing environments and professional experience in operational IT services in multiple fields of technical experience.

• Understanding of operating systems, devices and applications including the Google Suite of Applications, MS Office, etc.

• Knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet) is preferred.

• Must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.

• Experience troubleshooting hardware /software /mobile devices.

• Excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.

• Experience with the ServiceNow ticketing system is a plus.

The expected salary range for this position based on the primary location of Philadelphia, PA is between $98,000 - $182,000. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

Relocation benefits are not available for this position.

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.