Vacancy List Details

Vacancy List Details

Senior Support Analyst

Utrecht, The Netherlands

Your new role 
As the Senior Support Analyst, you will be responsible for a variety of IT support related activities, focused on optimizing Genmab’s end user and workplace processes. You will become a member of the Global IT operations team and collaborate with your colleagues in the IT Project team and Genmab’s business stakeholders. You will report to the Manager IT Operations and Compliance, who is based in Copenhagen (Denmark).

In your Senior Support Analyst role you are functionally leading the IT support activities of Genmab's Utrecht site, while providing support to the other Genmab sites (Copenhagen, DK and Princeton, USA) if needed. You will be acting as the ‘right hand in Utrecht’ of the IT Operations Manager. You have a strong hands-on approach, while coaching and supporting the other IT Operations team members in Utrecht. Your scope of work includes hardware support (on laptops, smartphones, network and meeting room equipment), and first line application support (Windows 7, Windows 10, Microsoft Office, and various business applications). Also a large variety of lab and instrument applications are in your scope of first line support. Incidents are globally managed by the Manage Engine Service Desk application, and you are expected to take care of any tickets that are assigned to you and the Utrecht team. You participate in projects that lead to improvement and solutions to quickly solve incidents.

You are expected to apply an integrated approach of Incident-, Problem- and Change management, based on ITIL processes. You will also periodically interact with external vendors regarding Managed IT Operations and Hardware support, and ensure that Service Level Agreement conditions are continuously met. Furthermore, you will be involved with the transition of any IT Project deliverables to IT Operations. The work will also include activities like testing and piloting new IT tools, equipment and applications, and documenting results. A pro-active attitude is essential for being successful in this role, resolving issues before they hit the users. 

Your profile 
We are looking for a seasoned Senior Support Analyst who has a proven track record in overseeing the successful execution of improvements/optimization in the end user and workplace management environment. Someone who is able to push the team and takes the lead based on deep insight and understanding of the processes. Matrix management and the ability to keep the team engaged (not based on hierarchy) within a complex global organization are essential elements of the role. 

You have at least five years of work experience in a hands-on IT workplace management environment. You are service oriented with strong communication skills and strong in identifying incidents, finding root causes and recommending/implementing relevant solutions.

You have a Bachelor’s or Master’s degree in, for example, Business Administration with a specialization in IT. You are fluent in English, both verbal and written.

The benefits 
Genmab offers a great remuneration package, including: 25 holidays, a bonus scheme based on equity, education possibilities and travel allowance. 

About the team 
You will join a global and dynamic team of 9 IT specialists, all with a high passion for service and quality. Genmab is spread across 3 different sites and time zones. It's a close group, highly dependent on each other and even though the employees are busy at times, they find the time to have fun as well. Besides occasional travels and team events Skype and Outlook are the main channels in their daily communication. There are about 300 users in total, running a typical Microsoft installation both on the client and server side. The server and network operations have been outsourced to external vendors.

Dynamic and innovative environment
Genmab employees have a passion for scientific innovation that leads to the development of break-through medicines which benefit patients. We collaborate in multifunctional and international teams in which individuals strive for excellence in order to reach common goals.  Our employees work with determination and respect for each other. Genmab stimulates continuous growth in employees’ knowledge and competences.

How to apply
Hays Life Sciences has been appointed by Genmab to perform the full search and selection for this executive position. If you're interested in this role, please apply via Hays and follow the link below:

 For detailed information you can contact Peter Schoenmakers:

 Acquisition in connection with this advertisement is not appreciated.