Santenは、眼科医療に特化した130年の歴史を持つ製薬企業です。日本発のグローバル企業として60カ国以上に拠点を持ち、目の健康のために様々な革新的な治療法とデジタルソリューションを提供し、世界中の人々の視覚に関わる社会問題に取り組んでいます。

Job’s mission

• Contribute to Santen’s vision, values and success by ensuring Santen Digital and Information Technology (DIT) scope of services is enabled by Santen’s IT Service Management (ITSM) platform and capabilities, to ultimately benefit Santen end-user productivity, service experience and DIT service efficiency.
• Manage Global Service Operations (GSO) ITSM / CMDB / User Experience management platform, liaising with Santen stakeholders and service partners. Aligning strategy, and implementation roadmap with DIT leadership, stakeholders and service operations partners.
• Professionally manage and govern services under responsibility of GSO

Key Responsibilities & Accountabilities

• Be the process and application owner for Santen’s Global IT Service Management platform (ITSM / CMDB) – ServiceNow
• Liaise with Santen IT Program Management team on ServiceNow ITPM operation & improvement
• Define, align and implement Santen’s ITSM / CMDB / experience management foundation, processes and functionality, based on industry standards, best practices and ServiceNow standards and capabilities
• Consult and collaborate with Santen stakeholders and service partners to understand Santen strategy, requirements on Service Operations / ITSM / CMDB improvements
• Drive service experience and productivity improvements for Santen users and service operations efficiency improvements for ServiceNow users, by enhancing process coverage or functional capabilities.
• Define, implement and govern standards for ServiceNow processes, architecture, integration, configuration and professional operations
• Be responsible for ServiceNow roadmap, release planning and operations
• Define, implement and govern user access, role and authorization management processes
• Responsible for ServiceNow vendor and license management, contract and service governance and reporting
• Initiate and execute projects on GSO services implementation, improvement or transition
• GSO Service Manager for defining, managing and governing services under GSO scope, liaising with Santen’s global and regional stakeholders and Santen’s service partners

Experience

Essential

• 5+ years experiences in IT Service Design or IT Service Operations Management
• 5+ years ServiceNow process, application and architecture experience
• 3+ years international experience of working with remote and multi-cultural colleagues

Desirable

• ITIL certificate
• Service Management, Application Owner or Process Owner experience
• Project Management experience in IT
• Experience with insourcing / outsourcing implementation and governance of services

Functional Competencies        

Essential

• Japanese and English fluent in oral and written
• Service Design or IT Service Operations Management experience with strong focus on providing value add for users and partners to achieve service and operational excellence
• ITIL & CMDB processes experience (implementation, operation, governance)
• Strong ServiceNow platform experience and hands-on mentality

Desirable

• User Experience Management or Digital Experience Management
• ServiceNow IT Project Management (ITPM), to support Santen PM team
• Vendor Management and governance
• Experience with additional ITMS (e.g. HappySignals) or process design or visualization tools (e.g. viflow, Visio)

Santen Leadership Competencies

Essential

• Customer-Focused Value Creation
• Change Leadership
• Collaboration beyond boundaries

Desirable

• Drive for Achievement
• Strategic Planning
• Expertise Application

Santenにおけるキャリア構築

Santenでのキャリアは、あなたにとって変化をもたらす機会となります。Santenは、「Santen2030」に示されている長期的ビジョンを通じて、視覚障がい者の社会的・経済的ニーズに応える社会イノベーターとなることを目指しています。そのために私たちは、世界中のチームメンバーと多様な才能を発揮し合い、柔軟な働き方とインクルーシブな職場環境を提供しております。その結果、新たなソリューションを発見し、患者様への理解、治療の革新を推進しています。

Santenグループは、Equal Opportunity Employerです。  私たちは、多様なチームを構築し、チームメンバー一人ひとりにとって安全でインクルーシブな物理的・仮想的職場を提供することを約束します。すべての雇用は、人種、肌の色、民族、出身/祖先、宗教、性的指向、性別、性同一性/表現、年齢、障がい、病状、配偶者の有無、退役軍人の有無、または法律で保護されているその他の特性に関係なく、ビジネスニーズ、役割要件、個人のスキルセットに基づいて行われます。