The IT Service Delivery Specialist is responsible for supporting the daily IT operations of the team as part of the North America IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction by providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met. Based on workload and the evolving service delivery needs, the IT Service Delivery Specialist will provide support to both local and remote users across the company and provide related IT project assistance as required.

The ideal candidate will have experience working with highly automated, secure, managed, and scalable technical solutions enabling the IT Service Delivery team to focus on continuously improving end user technology experience.

The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the IT Service Delivery Specialist is expected to enforce the delivery and management of secure endpoint technologies and IAM (Identity and Access Management) solutions

• Respond to requests for technical support or assistance from both local and remote users
• Diagnose and resolve technical hardware and software issues and capture information via the helpdesk system (ServiceNow)
• Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US
• Populate and publish Knowledge Base articles to facilitate user self service
• Triage technical issues and escalate where required
• Build and maintain services relationship with end-users and IT support vendor partners
• Ensure all IT compliance activities (HIPPA/SOX404/GDPR) are being followed and assist with the gathering of control evidence as required
• Support provisioning and deprovisioning of hardware and application access to users
• Manage requests submitted to the Service Desk
• Ensure requests are documented properly
• Ensure policies/procedures/best-practices are followed
• Identify and communicate trends and patterns within user requests to facilitate continuous improvement of IT Service Delivery
• Work with the IT Systems Team to address system issues and identify improvement opportunities
• Work with the Cyber Security Team to address system issues and identify improvement opportunities
• Foster a culture of communication and continuous improvement of IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team
• Perform additional duties as assigned by management including tactical execution of IT Service Delivery Projects

• ITIL v3 familiarity and experience a plus
• ITIL Certification a strong plus
• ServiceNow Certification a strong plus
• Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc) a plus
• Strong understanding of secure endpoint management
• 1+ years of hands on ServiceDesk experience
• Experience installing and troubleshooting Windows Operating systems
• Experience installing and troubleshooting Mac Operating systems
• Experience installing and troubleshooting applications across a variety of systems environments
• Experience with Apple and Android mobile products and MDM provisioning
• Experience installing and troubleshooting applications across a variety of systems environments
• Experience with endpoint management platforms (Microsoft SCCM, VMware AirWatch)
• Experience working with wired and wireless corporate networks
• Excellent communication skills – both written and verbal with the ability to influence at all levels of the organization
• Ability to provide professional communication and follow up of outstanding technical issues with business partners
• Ability to meet and overcome the challenges of fast paced technical support environment while building a positive work relationship between IT, users and management
• Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
• Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly and effectively
• Role may require up to 10% travel North American as necessary