Job title: Lead Consultant - Enterprise Platform Systems

Career level: E

Introduction to role

The Universal Service Experience (USE) Platform Systems Admin and Technical Services Lead is responsible for overseeing the USE platform’s systems administration, strategic management, operation, and continuous improvement. The role supports the Enterprise Platform Owner in ensuring the alignment of the platform’s delivered services with business needs, whilst managing demand and user/systems administration to deliver measurable, high-quality employee engagement service. The USE Platform Systems Administrator and Technical Services Lead plays a critical role in the successful delivery and operation of the USE platform’s services, ensuring they are reliable, scalable, secure, and follows regulatory policy.

In collaboration with the USE Platform Technical Owner and Platform Architect, the role involves maintaining a collaborative partnership with both the AstraZeneca business customers, the wider AstraZeneca business, integrated systems owners, and the MoveWorks organisation. This collaboration enables the platform team to prioritise and schedule technical change whilst minimising impact on the ongoing BAU services. The role involves proactively collaborating with key AZ business and technology customers to provide guidance in the service success focus areas determined as crucial to helping AstraZeneca achieve desired outcomes.

The USE Platform Systems Admin and Technical Services Lead is responsible for the system administration of the USE platform, using the MoveWorks Control Console to manage user access, security privileges, system features, and workflows automating processes. Additionally, the role also involves the ownership of the USE platform’s backlog of updates and technical changes, responsible for leading prioritisation of the backlog entries and managing the release lifecycle. By owning and maintaining a pipeline of demand, the process of engaging the USE Platform Ops team to ensure standards are maintained, solutions are found to business outcomes using an Out of the Box (OOTB) functionality is streamlined. They will also keep on top of the day-to-day delivery and quality of service, presenting a single point of escalation in response to major incidents and root cause analysis.

AccountabilitiesLead the definition, design, and build of USE Enterprise Platform service demonstrating MoveWorks “Copilot for the Enterprise”, “Service Management for Enterprise” to address the AZ employee experience challenges and objectives.Work within larger enterprise transformation programmes to configure the business-aligned USE Enterprise Platform to complement AstraZeneca’s employee experience enhancement agenda.Attend the Platform’s Service Review Board, prioritising backlogged platform upgrades/patches, recording key service changes, and managing service risk and issues.Leading release management engaging with the Platform Engineers to manage platform change, whilst providing guidance, mentoring, and performance management.Administer the USE Platform, Employee/group delegated permissions, aligned with the managed RBAC set of personas, forms, workflows, and knowledge ingestion.Foster a collaborative environment, working closely with other IT teams, other AZ strategic platform service managers, the AZ business, and external vendors such as MoveWorks and ServiceNow.Identify training needs and opportunities for platform engineering team members to enhance their skills and capabilities.Identify key enablers to further enhance the USE Enterprise Platform and employee empowerment, and ensure they are implemented.Supervise technical debt and ensure in the long term it is removed through a strong relationship with MoveWorks.Manage diverse multi-discipline teams within an inclusive team culture where people are recognised for their contribution.Manage the day-to-day operations of USE platform, ensuring its availability, reliability, and performance.Manage Service Level Objectives (SLOs) and Platform critical metrics with MoveWorks and internal business customers, supporting GBS’ delivery of service.Lead the resolution or root causes of platform-related incidents and problems, minimising impact on the USE services.Oversee the pipeline and scheduled implementation of changes and releases to platform services, ensuring minimal disruption and alignment with business objectives.Continually monitor and manage platform performance and capacity to ensure it meets current and future business requirements.Collaborate with the AstraZeneca business, MoveWorks, and integrated platform owners e.g., ServiceNow and WorkDay, to forecast demand for USE services, including pipeline, and plan capacity accordingly.Plan and secure USE platform Operations and Support resources to meet demand and ensure optimal utilisation of the platform capabilities.Engage with AZ Business, GBS, HR, IT, and Finance customers to understand their ongoing requirements and translate them into USE platform service capabilities to be prioritised within the platform pipeline of demand.Prioritise USE platform demand requests based on business impact, urgency, and resource availability.Collaborate with the USE Platform Owner and Architect in developing and driving the USE platform strategic roadmap for services, ensuring alignment with business goals and technology trends.Collaborate with MoveWorks and platform owners of integrated AZ strategic platforms to identify and implement improvements to services using new technologies and standard processes.Drive innovation by exploring and adopting emerging technologies that enhance platform capabilities and deliver business value.Develop and enforce USE platform service policies and procedures ensuring compliance with data protection and privacy industry standards and regulations (HIPPA, GDPR etc).Identify and mitigate risks associated with USE platform services including security operational and compliance risks.Continually measure services and generate reports on platform availability performance compliance and improvement initiatives.Essential Skills/ExperienceBachelor's degree in Computer Science, Information Technology, Business Administration, Mathematics, Statistics or a related field, or equivalent experienceDemonstrable experience in the delivery of large-scale technology transformation projectsSolid understanding and experience deploying and managing technical services across a complex global enterpriseA demonstrable understanding of Generative AI / Machine Learning capabilities Large Language Models and use cases for enhancing Employee Experience demonstrating and ingesting corporate knowledgeExperience of providing ITSM in a large enterprise. The service elements performance measures demand management and customer relationship management

Demonstrable experience of managing change and incidents for a system or platform using ServiceNow

Experience in administering use access using Microsoft's Active Dirtectory/Entra-ID

5+ years of experience in IT service management platform management or a related roleDemonstrable experience in managing technical platforms and delivering high-quality IT servicesIn-depth understanding of knowledge management principles article indexing techniques and data governance practices. Familiarity with IT service management (ITSM) ITIL processesExcellent project management skills with the ability to manage multiple projects simultaneouslyStrong problem-solving solve skills with an in-depth experience of incident managementDemonstrated ability to work in a fast-paced meaningful varied environment experienced in managing system releases management of changeUnderstanding of Scrum (Agile) support development practicesCertified ITIL v4 Foundation or higher certificationsDesirable Skills/ExperienceExperience in the pharmaceutical industry or related fieldsAdvanced degree or equivalent experience in Computer Science Information Technology Business Administration Mathematics Statistics or a related fieldGood understanding of AI/ML Governance Ethics ManagementTraining in an understanding of Generative AI/ML Deep Learning Models providing technical context to USE Copilot potential issuesAn understanding of knowledge management practices their importance to a global organisationRelevant foundation certifications in MoveWorks ServiceNow ITSM or related areas are a plusITIL v4 Service Management CertificationPMI Project Management Professional (PMP) CertificationExperience in Lean & Agile Ways of WorkingGood storytelling capabilityDemonstrable People/Process Management skillsProficient in communicating with managing key business technical customers

When we put unexpected teams in the same room we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect work at pace challenge perceptions. That's why we work on average a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique ambitious world.

At AstraZeneca our work has a direct impact on patients transforming our ability to develop life-changing medicines. We empower our teams to perform at their peak combining innovative science with leading digital technology platforms. Join us at this crucial stage as we become a digital data-led enterprise driving cross-company change to disrupt an entire industry.

Ready to make an impact? Apply now!

Date Posted

12-Feb-2025

Closing Date

11-Mar-2025

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 authorization and employment eligibility verification requirements.