Job Description

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease. A Japan-based company, our goal is to make people smile by delivering breakthroughs where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, Massachusetts, and Ontario.

Summary:

As an On-Site IT Helpdesk Resource, you will provide essential technical support to end users across the organization. Your responsibilities will include troubleshooting hardware and software issues, resolving network problems, and offering hands-on support to remote Subject Matter Experts (SMEs) and System Administrators to ensure the seamless operation of IT systems.

Essential Functions :

Technical Skills, Knowledge, and Experience

* Expertise in ServiceNow modules, including Incident Management, Problem Management, Change Management, Request Management, and Reporting
* Proficiency in ServiceNow interface, navigation, and customization to streamline workflows and enhance user experience
* Strong understanding and application of ITIL processes and best practices, with the ability to independently drive continuous improvement initiatives
* Extensive experience with ITSM tools and frameworks, leveraging them to optimize service delivery and align IT support with business needs
* Demonstrated independence in diagnosing and resolving complex technical issues, applying sound judgment and critical thinking to identify root causes and implement effective solutions
* In-depth knowledge of troubleshooting methodologies and the ability to proactively address and mitigate recurring technical challenges
* Advanced understanding of network fundamentals (TCP/IP, DNS, DHCP) and expert-level troubleshooting of network-related issues, ensuring minimal disruption to business operations
* Proficiency in Windows, macOS, and Linux operating systems, with the ability to provide independent solutions across diverse IT environments
* Extensive experience with system administration tasks, including advanced configuration, performance tuning, and optimization to support business-critical applications
* Strong understanding of security best practices, risk management, and compliance standards, ensuring robust protection of business assets and data
* Knowledge of data privacy and regulatory compliance (e.g., GDPR, HIPAA), with a proactive approach to ensuring the organization's adherence to industry standards
* Excellent communication and interpersonal skills, with a focus on high-level business partnership and aligning IT support with organizational goals
* Ability to manage complex customer inquiries and provide tailored, high-quality solutions that enhance employee experience and business performance
* Advanced capability in creating and maintaining detailed technical documentation, ensuring knowledge sharing and alignment across teams
* Expertise in generating, analyzing, and presenting actionable technical reports to senior leadership, contributing to strategic decision-making
* Skilled in imaging, configuring, and deploying computers, with an eye toward optimizing user productivity and operational efficiency
* High level of customer service focus, consistently fostering positive employee and business partner relationships, and ensuring a seamless IT experience for all end users

Requirements:

Education
* Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.

Experience
* Minimum of 5 years of hands-on IT support experience, including troubleshooting complex issues, system management, and working directly with end-users and business partners.
* Experience in an IT helpdesk or technical support role.
* Proven ability to thrive in ambiguous, fast-paced environments.
* Experience with GMP, GDP, and biopharma manufacturing facilities is a plus.
* Experience in starting up and operating a biopharma manufacturing facility is a plus.
* Experience working in small to medium-sized organizations is a plus.

Technical Skills
* Proficiency in Windows, macOS, and Linux operating systems.
* Knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
* Proficient with ServiceNow and/or D365 or other ITSM tools.

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. ("Controller"), which is located at 510 Carnegie Center Dr. Princeton, NJ 08540 USA and can be contacted by emailing kkus.talentacquisition.8h@kyowakirin.com. Controller's data protection officer can be contacted at usprivacyoffice@kyowakirin.com. Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 ("GDPR") as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at usprivacyoffice@kyowakirin.com.

Recruitment & Staffing Agencies

Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes.

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