RWD Help Desk Specialist

Responsibilities and Accountabilities :

• Ticketing System Management : Administrator and oversees the RWD BoldX FreshService agile ticketing system, including the development of catalog forms, automation, enhancements, and handling user requests for RWD services while managing the demand queue.
• Request Review and Routing : Liaise between contractors, managers, and vendors for the review of incoming requests and route tickets based on defined parameters to the appropriate RWD operation groups through FreshService.
• Information Gathering and Reporting : Collect and report information, maintain records, and provide support to internal RWD team members while solving problems as they arise.
• Training and Compliance : Liaise with contractors, managers, and the RWD team to obtain necessary ticket forms and approvals. In addition, develop and maintain training modules and documentation using Brainshark to ensure compliance with third-party agreements.
• Access Review and Procedure Maintenance : Regularly review user access levels for RWD-managed data and tools, and enhance, develop, and maintain detailed written procedures for both new and existing processes.
• Collaboration and Audits : Assist the privacy team with GDPR data subject requests with collaboration with RWD Data Engineering team, perform monthly RWD EU / US audits of contractor access in the AWS RWD environment to align with contract terms, and collaborate with the vendor management team on TPA needs while managing vendor communications for the BoldX PDS RFI project management platform.

Requirements

Required Qualifications :

Preferred Qualification :

Hybrid work arrangements (on-site / work from home) from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.