VIP Support

Are you ready to provide premier technical support to AstraZeneca's executive team? As part of the AZ IT VIP Service, you'll deliver white glove assistance to our leaders, ensuring seamless operations wherever they are in the world. This role demands flexibility and expertise, as you will be expected to travel to various locations and provide 24x7 support. You'll be the go-to expert for VIP personnel, mastering the technology and tools they rely on, and ensuring they receive the training required for their day-to-day activities. Are you prepared to make a difference?

Accountabilities

• Take full ownership of Executive Incidents, leading them to resolution directly or by engaging other IT service teams.
• Provide 24/7 support for Executive Customers, including home office support, travel assistance, and high-touch support for Office Assistants.
• Install, configure, and solve desktop systems, workstations, network, and audio/visual issues in a regulated environment.
• Stay informed about IT changes and policies affecting Executive workflow.
• Measure and monitor customer experience and satisfaction for VIP services, driving continuous service improvement.
• Support multiple locations at the country level.
• Contribute to the broader VIP Support Team with input on key discussions or project updates related to VIP personnel.
• Report to the local Site IT Director.

Essential Skills/Experience

• High school diploma minimum, undergrad preferred
• Higher level qualification or demonstrable experience in information technology or business and process management, minimum 5 years IT experience
• A passion for delivering premier service continually challenging and motivating change in pursuit of the experience.
• Confirmed technical know-how and ability to pick things up quickly and assimilate information.
• Experience in teaching and mentoring others to support their ability to perform well in their role.
• Extensive knowledge of key ITIL Processes and their interoperability.
• Excellent attention to detail.
• Ability to review and process information to produce findings/insights supporting decision making.
• Positive approach to learning new tools, technologies or processes as required for the role.
• Ability to work collaboratively in diverse, multinational teams, across time zones.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative. 
• Solid ability to manage competing priorities to successful delivery and working to deadlines.
• Strong experience of ServiceNow ITSM Toolset or similar.
• Ability to interact with the senior level executives using excellent verbal/written communication skills.
• Working knowledge of Apple products (MacBook, iPAD, iPhone)
• Travel 3-5 times per year - US based

Desirable Skills/Experience

• Demonstrable experience of supporting service improvements
• Customer Service background or accreditation desirable
• ITIL Foundation Accreditation desirable

Due to the nature of this position, there is no hybrid/remote option. We require you to be onsite/location 5 days per week. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our outstanding and adventurous world.

At AstraZeneca, innovation is at the heart of everything we do. We embrace change and trial new solutions with patients and business in mind. Our diverse workforce is united by curiosity, sharing takeaways and scaling fast. With digital enablement, we make a significant impact on society, the planet, and our business. Feel supported by our leaders as we accelerate our digital trajectory forward.

Ready to take on this exciting challenge? Apply now and become part of our dynamic team!

The annual base pay for this position ranges from $85,201.60 - $127,802.40. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. 

Date Posted

01-Jul-2025

Closing Date

14-Jul-2025Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.