Viseven Group is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.
At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success.
With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele.
Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.
Responsibilities:
- Run daily L1/L2 operations - shift planning, queue ownership, triage, prioritization, escalations; track and improve SLA, MTTR, FCR; feed patterns into Problem Management.
- Operate Access Request workflow in JSM; validate approvals/evidence; provision/de-provision application access and Enterprise groups/roles; maintain Access Catalog entries; execute Joiner/Mover/Leaver tasks on time; keep audit logs complete; support SSO group-based access and SCIM automation.
- Issue/collect devices; keep Asset/CMDB accurate; perform base diagnostics/imaging; coordinate service vendors for repairs/logistics.
- Own JSM queues (SLAs, forms, templates, canned responses, reporting); assure solution quality (complete, accurate, policy-compliant).
- Proactively communicate planned works/incidents and ETAs; deliver short trainings on software usage and ServiceDesk processes; weekly syncs with Infra/IT Business Systems/Security to improve handoffs and integrations.
- Capture requirements for self-service and Access Request automation; implement quick wins in JSM/Confluence to reduce cycle time and handoffs.
- Build dashboards/reports (SLA, backlog, typology, recurring incidents, CSAT); provide weekly performance/risk/improvement updates to the IT ServiceDesk Manager.
Requirements:
- Jira Service Management (queues, SLAs, forms, dashboards, reporting); Confluence KB; Microsoft 365/Entra ID (users, licenses, groups); RBAC and access provisioning; device issuance/return; Asset/CMDB; basic MDM/Endpoint concepts.
- 3–5+ years in IT Support, incl. 1–2+ years as Team Lead/Senior in an international environment; hands-on access provisioning and vendor repair coordination; running JSM-based service operations.
- ITIL Incident/Request/Problem/Change; on/offboarding processes; service communications; end-user security and privacy basics.
- ITIL Foundation (minimum), ITIL v4 preferred; Microsoft 365/Entra ID admin knowledge (certification preferred).
- English B2+ spoken/written.
What we provide:
We know our team members are key to achieving our goals, so we value and empower them to share their vision. We reward this passion with exceptional benefits, including:
Competitive Compensation: Regular performance-based salary and career development reviews.
Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
Career Growth: Opportunities for professional and career advancement.
Paid Time Off: 18 business days per year (20 business days after 2 years of service).
Sick Leave:
Non-documented: 4 business days per year.
Documented: 20 business days per year.
Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
Medical Insurance: Comprehensive coverage.
English Courses: Learning opportunities to improve your language skills.
Professional Development: Participation in forums and conferences.
Corporate Events: Regular team-building activities and events.
Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.