Job Description

Description

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

• 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

• 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)

• 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