AstraZeneca Pharmaceuticals LP Video Conferencing & Virtual Meeting Analyst in Japan

The purpose of Conferencing is to ensure our workforce is as effective as possible in the use of our conferencing portfolio: reducing the need and costs associated with travel and improving productivity across global teams. We focus on ensuring new global systems are introduced effectively, training and education is delivered to the functional areas in the right way and relevant to how people work, and that we promote our tools and services so our Workforce leverage the right capabilities available to them. It’s key we drive customer experience and drive improvements so our IT tools and services meet current and future needs of the business.

Global Conferencing is part of the IT organisation responsible for Skype for business, SMART IT, Video Conferencing and Virtual Meetings services respectively.

The Video Conferencing & Virtual Meeting (VC & VM) Analyst provides dedicated customer support for managed video conferencing and the delivery of virtual meetings across the organisation. The team is spread globally to offer a “follow the sun” support model from Japan, Mexico, UK and Sweden. AstraZeneca possesses an extensive on-premise bridging platform, leveraging multiple technologies to connect video conference (VC) room systems, immersive telepresence rooms, Skype for Business clients, WebRTC participants, and mobile devices to both self-service, and scheduled video conference calls.

Candidate Focus and Challenge

Review the standard role profile and capture some brief headlines describing what will specifically be expected of this role over the next 12 months (eg. if Programme/Project based role - consider describing the project scope and deliverables expected)

Customer engagement

  • Highly customer facing role working directly with colleagues to C-suite level

  • Tailor technical information in a simple to understand, customer facing way

  • Monitor and provide customer support via email inboxes

  • Co-ordinate delivery of virtual meetings including local support and suppliers as needed working alongside Virtual Meeting Producer within Global Conferencing team

Technical

  • Experience & skills with the provisioning & configuration of Video Conference systems, specifically through Cisco TMS (TelePresence Management Suite)

  • Experience working with a video conference endpoint management platform, such as Cisco TMS for endpoint or account provisioning.

  • Experience working with a video conference call scheduling platform, such as Cisco TMS, or Acano Manager.

  • Deliver production and broadcast requirements as needed for virtual meetings including setup, testing and configuration with existing video conference and broadcast capability

  • Experience with Change Control, including but not limited to: justification for change, implementation plan, backout plan, test plan, and risk assessments.

  • Develop knowledge and skill set based on changing technology landscape across unified communications.

  • Identify areas of opportunity to continue to develop services in support of virtual meetings e.g. broadcasting and production capabilities

  • Document SOPs and knowledge sharing material for use across Conferencing teams.

Issue resolution

  • The ability to interpret user-reported problems, take fast action to isolate the issue, and either implement fixes to the problem, or propose solutions to the problem(s) to be reviewed and implemented as a team.

  • Ability to quickly respond to, and manage high priority incidents through to resolution with other teams within the AZ IT organization.

  • Support root cause analysis and extended testing for new product versions, enhancements or capabilities

Reporting

  • Manage and report issues via ServiceNow (SNOW)

  • Generate utilisation reports based on Conferencing demand using Office tools, Vyopta (VC reporting tool) and other datasets from endpoints management platforms

  • Summarise key trends and analysis accordingly.

Resourcing

  • Manage workload across team to ensure support is available and colleagues fully briefed when for areas of additional support within team e.g. Monitoring, Investigations, Production/Broadcast

  • Arrange and hold to account delivery of local support with respective Facilities and key suppliers across key AZ sites

Candidate Knowledge, Skills and Experience

  • Service Delivery mindset and approach

  • Strong communication skills with users

  • Organised and strong administrative capabilities

  • Strong experience of developing and managing relationships with customers and suppliers

  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes

  • Ability to work well with suppliers and partners for effective service delivery of Conferencing services across company

  • Demonstrable technical background in systems support directly with customers

Desirble

  • Accreditation in recognised certifications e.g. Cisco/Acano, Collaboration, InfoComm

The Video Conferencing & Virtual Meeting Analyst would successfully demonstrate a blend of technical and customer support skills to ensure video conferencing services are represented effectively to maintain the positive perception of our service. For Virtual Meeting delivery, the candidate would be expected to develop their skill sets in several areas as this service grows within the company.

The ideal candidate would be highly motivated, eager to learn and challenge ways of working to simplify and improve process wherever possible.

Apply now to learn more about this exciting opportunity with a world renowned pharmaceutical brand!

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.