General Information
Job Advert Title Service Channels Lead Location Poland Function/Business Area Administration Employment Class PermanentDescription
Service Channels Lead:About Astellas:
At Astellas we are a progressive health partner, delivering value and outcomes where needed.
We pursue innovative science, focusing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.
We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage.
Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.
We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes.
Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.
The Opportunity:
In this role, you will lead the implementation and evolution of the enterprise-wide ServiceNow platform, ensuring a seamless and consistent service experience across regions and functions. As the Service Channels Lead, you will play a pivotal role in driving operational excellence by optimizing service delivery channels, enhancing user engagement, and enabling cross-functional collaboration. Your work will directly contribute to the success of global transformation initiatives, supporting Finance, Procurement, HR, and other enterprise functions in delivering efficient, scalable services.
At Astellas we recognize that our employees enjoy having balance between their professional and home lives. We are proud of our hybrid approach which empowers you to have flexibility on whether to work from home or in the office.
Hybrid Working:
At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.
Key Activities for this role:
- Implementing and evolving the ServiceNow platform with cross-functional partners to support finance, procurement, HR, and other future service areas.
- Driving global adoption and optimization of ServiceNow solutions to improve operational efficiency and enhance user experience.
- Eliminating email as a service request channel and reducing email dependency across other service interactions.
- Collaborating across Astellas GBS and engaging specialized teams to ensure effective change management and successful project delivery.
- Communicating transformation progress, conducting readiness assessments, and presenting insights to stakeholders and governance forums.
Essential Knowledge & Experience:
- Practical experience with ServiceNow platform implementations across Finance, Procurement, HR, and IT, including user adoption and communication strategies.
- Strong background in analyzing business needs, managing ServiceNow requirements, and collaborating with IT and development teams to deliver outcomes.
- Proven ability to lead large-scale, global projects and drive change management initiatives in complex organizational environments.
- Experience with Agile methodologies, process mapping/design, and leading cross-functional teams as a Business Lead.
- Excellent interpersonal, communication, and problem-solving skills, with the ability to build trust and influence senior stakeholders.
Preferred Experience:
- Experience with DevOps environments.
- ITIL certification will be an asset.
Education:
- Proficiency in business English is essential for effective cross-country collaboration.
Additional Information:
- This is a permanent, full-time position.
- This position is based in Warsaw (Poland)
- This position follows our hybrid working model. The role requires a blend of home and approx. two days per week in our offices during the initial six months. After this period, on-site presence may reduce, depending on business needs and individual arrangements. Candidates must be located within a commutable distance of the office.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#LI-Warsaw #LI-Hybrid #LI-MO1
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