Senior Digital Support Engineer

Senior Digital Support Engineer

Location: Poland

Function/Business Area: Information Technology

Employment Class: Permanent

About Astellas: At Astellas we are a progressive health partner, delivering value and outcomes where needed. We pursue innovative science, focusing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions. We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage. Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn't a buzzword - it's a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division. We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their caregivers, to ensure the medicines we develop continue to provide meaningful outcomes. Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.

The Opportunity: As an experienced Digital Support Engineer, you will serve as a technical leader within the support team, driving resolution of complex issues, mentoring junior staff, and collaborating with cross-functional teams to enhance the digital workplace experience. You will leverage your deep technical expertise and strategic mindset to proactively identify opportunities for improvement and lead initiatives that elevate service quality and user satisfaction.

Key Responsibilities

• Leadership & Mentoring: Provide technical guidance to Digital Support Engineers and act as a point of escalation for complex or high-impact issues
• Project Ownership: Lead or contribute to cross-functional projects such as new roll rollouts, migrations, service desk transformations, etc. Own documentation and knowledge base improvements for complex systems.
• Local Scheduling of Technicians: Coordinate and manage the local scheduling of Digital Support Engineers, ensuring timely response to high-priority incidents and project-based work. Serve as the primary liaison between the Service Desk & field support teams to optimize technician availability and workload distribution. Monitor ticket queues and proactively assign tasks based on technician skillsets, location & urgency.
• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.
• (Major) Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting with deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future.
• Integration & Data Analytics: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation and analyze service desk data to identify trends, insights, and opportunities for improvement.
• Testing, Quality Assurance & Documentation: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards and maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.
• Technical Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.

Essential Knowledge & Experience

• Proven experience in a technical support or service desk role.
• Strong knowledge of IT asset & service management (ITAM/ITSM) frameworks, such as ITIL.
• Demonstrates initiative and flexibility.
• Proficiency in incident, problem and service request management.
• Excellent customer service, communication and interpersonal skills.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to work under pressure and manage multiple tasks effectively.
• Accustomed to operating in a KPI driven environment combined with experience coordinating local technician schedules and managing on-site support logistics

Preferred Knowledge & Experience

• Advanced knowledge of network protocols, cybersecurity principles and cloud services.
• Proven ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Previous experience of working in cGMP environment.
• Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis.
• Experience with service management tools (e.g., ServiceNow).
• Familiarity with Microsoft products (e.g., Teams, OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc).
• Knowledge of machine learning and artificial intelligence.
• Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc.

Education/Qualifications

• High school diploma or associate's/bachelor's degree in Information Technology, Computer Science, a related field or equivalent.

Additional Information

• This is a permanent, full-time position.
• The role will be based in Warsaw, Poland.
• This position requires you to be 100% on site / in the office and may require occasional evening or weekend work.
• The position may require 24/7 on call shared with other team members.

Astellas' Global Capability Centres – Overview

Astellas' Global Capability Centre's (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico. The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands. Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company's strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.