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IT Service Desk Service Now Specialist

Lieu Macclesfield, Angleterre, Royaume-Uni Job ID R-157566 Date de publication 01/25/2023

IT Service Desk Service Now Specialist


Close Date: 15 / 02 / 2023


The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.

It’s a dynamic and challenging environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.


The Service Desk Service Now Specialist will be able to identify and implement innovation opportunities, these will enable the optimization of the Services delivered to our colleagues. As part of the role the candidate will become a domain expert in the processes and products that are used to run the Global IT Service Desk.

As part of our Service Desk and Remote Channel strategy our plans include to look how we can continue to innovate and improve the experience offered to all of our colleagues. We will plan to optimize the Service Now functionality, specifically Virtual Assistance, Predictive Intelligence and Agent Workspace across the organization.

Key Accountability:

  • ServiceNow – Enhanced knowledge and involvement in optimising usage of Service Now and its associated functionality
  • Service Desk – understand how the Global IT Service Desk operates, with knowledge of each of the Remote Contact channels, how they are configured and how the work ensuring all facets of the contact channels delivered align to world class service experience and simplification. 
  • Automation – fully exploit functionality to increase automation as part of our Remote Channel strategy and enhanced digital innovation
  • Continuous Service Improvement – leading service improvement opportunities with other teams based on insights found.

Candidate Focus & Challenge:

Service Delivery

  • Has input to the strategy development for Contact Channel services to agree the optimal roadmap 
  • Ensure the contact channels align to the Incident, Problem, Call, Change, Knowledge, and Request Fulfilment processes.
  • Delivery, deployment and development of Service Desk Service Now functionality aligned to standard process
  • Establish relationships with ServiceNow Product Owners to coordinate activities for shared products. 
  • Participate in Service Boards to ensure that service experience activities are effectively addressed.  
  • Participate in Acceptance into Service and Service Design processes to ensure that automated contact channels are properly considered as part of release of services. 
  • Understanding of reporting and the associated data model
  • Establish relationships with global Service desk teams so that global contact can also meet local needs. Ensuring the that processes are aligned, and tools are being used consistently
  • Ensure that, in all aspects of the role, compliance is maintained with the guidelines that regulate AstraZeneca’s business (e.g. SoX and GxP). 

Essential Skills & Experience required:

  • Experience of ServiceNow ITSM Toolset or similar products for channel technology, including deployment of new functionality
  • Solid understanding of Service Desk and Contact Channels used in large corporate environment 
  • A passion for delivering world-class service continually challenging and inspiring change in pursuit of the experience. 
  • Knowledge of ITIL Processes. 
  • Ability to work multi-functionally in diverse, multinational teams, across time zones. 
  • A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.  
  • Mentally resilient, with a positive approach, even when setbacks/ hurdles occur 

Desirable capabilities and skills: 

  • Demonstrable experience of supporting service improvements 
  • Knowledge or experience of process improvement techniques, such as Six Sigma or LEAN 
  • Customer Service Management background or accreditation desirable 
  • Experience of reporting and analytic skills
  • ITIL Foundation Accreditation desirable 
  • Experience of ServiceNow Performance Analytics


We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into

exploring new leading-edge technology.

A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!


AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.


If you’re interested in applying, we encourage you to apply using your completed Workday profile where possible.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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