Service Delivery Engineer

Sumitomo Pharma Co., Ltd. is a global pharmaceutical company based in Japan with key operations in the U.S. (Sumitomo Pharma America, Inc.), Canada (Sumitomo Pharma Canada, Inc.) and Europe (Sumitomo Pharma Switzerland GmbH) focused on addressing patient needs in oncology, urology, women's health, rare diseases, psychiatry & neurology, and cell & gene therapies. With several marketed products in the U.S., Canada, and Europe, a diverse pipeline of early- to late-stage assets, and in-house advanced technology capabilities, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner. For more information on SMPA, visit our website https : / / www.us.sumitomo-pharma.com (https : / / c212.net / c / link / ?t=0&l=en&o=4190475-1&h=3440496098&u=https://www.us.sumitomo-pharma.com/&a=https://www.us.sumitomo-pharma.com ) or follow us on LinkedIn (https : / / c212.net / c / link / ?t=0&l=en&o=4190475-1&h=2504638834&u=https://www.linkedin.com/company/sumitomo-pharma-america/&a=LinkedIn) .

Job Overview

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Service Delivery Engineer. This person should have an understanding of of Good Manufacturing Practices and experience providing technical support in highly regulated or pharmaceutical / biotech facilities. A strong customer service mindset is the key to succeeding in this role. This person will play a key role in the providing outstanding customer support, continued development of Service Now, and may participate in the support of our Executive Leadership Team.

Job Duties and Responsibilities

Provide Tier 1, Tier 2, and Tier 3 support to our users via phone, email, and computer chat.

Field incoming requests to the Service Desk via Information Technology Service Management (ITSM) tool assignment group, e-mail, and in person, to ensure courteous, timely and effective resolution of end user issues. Independently manage outstanding response to customers and management of your work ticket assignment.

Investigate and resolve incidents by identifying root causes, including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications utilizing remote desktop application tools, as required.

Evaluate and maintain documented resolutions in the ServiceNow Knowledgebase.

Alert the Service Delivery Team and Management to emerging trends in incidents.

Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities

Responsibilities will focus on technical support for a multi-location corporation (remote and in person as required, including travel to Sales Meetings, if needed.)

Supporting and troubleshooting equipment in corporate offices and for end users, if a local visit is required.

Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope)

Abide by SLAs (Service Level Agreements) to manage end-user expectations

Perform post-resolution follow ups to help requests

Available nights and weekends for on call rotations or emergencies

Travel 10% to other offices when required

Ability to lift up to 50 lbs when required.

Key Core Competencies

Build relationships with key internal and customer contacts

Maintain a customer service first mindset

Attentive problem solver

Keen ability to recognize trends in incidents.

Ability to clearly present complete problem details and propose recommended solutions to management.

Understanding of importance of and compliance to Security and Compliance in IT environments.

Effectively maintain time management and prioritization responsibilities across operational support and project deliverables

Education and Experience

BS in Information Technology or related field

3 years of experience working within a GMP or highly regulated engineering environment.

Experience working with multi-tiered ticket handling / resolution systems

Knowledge of basic computer hardware, including Lenovo Laptops and docking stations.

Experience with desktop and server operating systems, including Windows 11 and Server 2000 Applications : Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly

Strongly motivated, well-organized, and shows professional initiative.

Takes ownership of assignments, can work both independently and as part of the team.

Ability to work in a fast-paced and challenging environment.

Strong organization skills with the ability to manage multiple tasks simultaneously.

Excellent written and oral communication skills

Ability to work responsibly with minimal supervision and with a sense of urgency while maintaining the proper judgement on when to inform management on an issue and escalate concerns or customer escalations.

Display ability to problem solve.

Knowledge of ITSM tool, preferably ServiceNow, for Incident and Problem management tracking.

Experience working with Microsoft 365 and Intune.

Experience working with Active Directory and Azure Active Directory for user and group management.

Experience working with Intune for device management

Some familiarity with Okta or other forms of IdP (Identity Provider).

Fluent English

The base salary range for this role is $85,200 to $ 106,500. Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus additional time off for a shut-down period during the last week of December, 80 hours of paid sick time upon hire and each year thereafter. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Confidential Data : All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential.

Compliance : Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sumitomo Pharma America (SMPA) and affiliates are carried out with the "best" industry practices and the highest ethical standards.

Mental / Physical Requirements : Fast paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time.

Sumitomo Pharma America (SMPA) is an Equal Employment Opportunity (EEO) employer

Qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

Sumitomo Pharma Co., Ltd. is a global pharmaceutical company based in Japan with key operations in the U.S. (Sumitomo Pharma America, Inc.), Canada (Sumitomo Pharma Canada, Inc.) and Europe (Sumitomo Pharma Switzerland GmbH) focused on addressing patient needs in oncology, urology, women's health, rare diseases, psychiatry & neurology, and cell & gene therapies. With several marketed products in the U.S., Canada, and Europe, a diverse pipeline of early- to late-stage assets, and in-house advanced technology capabilities, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner. For more information on SMPA, visit our website https : / / www.us.sumitomo-pharma.com (https : / / c212.net / c / link / ?t=0&l=en&o=4190475-1&h=3440496098&u=https://www.us.sumitomo-pharma.com/&a=https://www.us.sumitomo-pharma.com ) or follow us on LinkedIn (https : / / c212.net / c / link / ?t=0&l=en&o=4190475-1&h=2504638834&u=https://www.linkedin.com/company/sumitomo-pharma-america/&a=LinkedIn) .

At Sumitomo Pharma America, our work is guided by the Sumitomo Pharma mission, vision and values, which tie closely to our company’s cultural pillars.

Our Mission

To broadly contribute to society through value creation based on innovative research and development activities for the betterment of healthcare and fuller lives of people worldwide

Our Vision

For Longer and Healthier Lives, we unlock the future with cutting edge technology and ideas

Salary : $85,200 - $106,500