Corteva Agriscience Looking for Global End User Support – APAC & EMEA at Hyderabad, Telangana Full Time

Regional End User Services – APAC & EMEA

Job Overview

Corteva IT Organization is thriving to optimize service delivery and operational excellence by implementing a fIT (Future IT) service model focused on making it easier to get services and support from IT. This position exists under the Global End User Services organization responsible for attaining a high IT services customer satisfaction whilst reducing complexity and cost.

Position General Description

The Regional End User Services lead is responsible for providing a best-in-class IT multi-channel support experience to Corteva Agriscience employees in EMEA and APAC. This includes managing and supporting the implementation and user adoption of online support, chat bots, walk-up service kiosks and service desk capabilities. It also includes being engaged in continual improvements of the different channels, most of them being delivered through ServiceNow.

Key responsibilities

Drives the adoption of a multi-channel experience including tools and capabilities around the Service Desk, inclusive of chat, text, video and self-help automation

Manages the day-to-day relationship with the Service Desks and regional IT teams in the region to ensure service and support delivery meets or exceeds the client’s expectations

Acts as escalation point in the region and drive issue resolution by managing the interaction across all IT teams, internal and external

Monitor KPIs and customer satisfaction and develop action plans to address areas needing improvements

Manages the delivery of regional end user services projects so they are on time, high quality and operate within budget

Represents the Service Desk in projects that will impact the Service Desk service levels

Manage intake and demand for ServiceNow enhancements regarding the end user portal and other channels managed by EUS

Communicates regularly with key regional stakeholders on IT services and their performance and on upcoming IT projects

Active contributor to the Global End User Services team

Qualifications

Position Requirements

Focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.

Customer advocate and relentless passion to solve issues quickly with a demonstrated service mindset

Strong written and verbal communication skills

Build and maintain relationships with business clients and service/support teams

Strong organization skills and ability to prioritize competing demands

Critical Experience

Self-motivated professional able to work in a fast-paced and constantly changing environment

Adhere to IT policies and processes to ensure consistent quality of service

Capacity to lead by example and develop strong personnel performance goals

Able to drive process improvement to continually improve service and reduce costs

Able to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required

Experience with ServiceNow (ITSM if possible)

Competencies/Qualifications

Bachelor’s degree required; Prefer in Computer Science, Management Information Systems (MIS) or related field.

Minimum 3 years of work experience in Information Technology or related experience required

Certification ITIL, Six Sigma, PMI are assets

Knowledge of Microsoft SharePoint, Microsoft Office and mobile computing devices is expected

Knowledge of ServiceNow is expected

This challenging role requires initiative, innovation, and problem-solving skills