service Request and Knowledge Manager

**Service Request and Knowledge Manager**
- Opportunity to **be a part of a Service Delivery/Management organization in Singapore**:

- ** Based in Singapore**, the regional hub for Asia Pacific (AP) and top-ranked biopharmaceutical company on The Straits Times and Statista’s list of Best Employers in Singapore for two consecutive years (2020, 2021).
- Join the** premier biopharmaceutical company **that has been in Singapore for more than **25 years and in AP for over 60 years.**

We are looking for a proactive, self-motivated and personable individual who will be responsible for maintaining a consistent and timely delivery of Service Request and Knowledge management with best practices within Global Network Services. You will be working with internal stakeholders, customers, 3rd party vendors and internal business units. You will own the end-to-end process to ensure all hit the agreed SLA's.

In this exciting role you will be the central point of contact for all topics related to Service Request and Knowledge Management within Global Network Services. You will need to analyze and report on patterns, suggest and drive process improvement initiatives in order to deliver high quality services aligned with the industry best practices.

**Primary Responsibilities**
- Manages the overall Service Request and Knowledge Management process
- Responsible for the day-to-day execution of the Service Request and Knowledge Management process
- Periodically review effectiveness and efficiency of Service Request and Knowledge Management process
- Define and monitor performance metrics and Key Performance Indicators (KPIs), analyze and review trends for Service Request and Knowledge Management
- Lead the continuous improvement of assigned processes
- Act as single point of contact for all Service Request and Knowledge Management topics within Global Network Services
- Promote automation within Service Request Management area utilizing available tools and IT Service Catalogue
- Ensure all Requests for service are easily accessible via Service Catalogue to our stakeholders
- In close cooperation with Incident and Problem Manager, leverage Knowledge Management capabilities within ServiceNow tool to improve MTTR for Incidents and look for shift-left opportunities
- Ensure and maintain KBA quality for area of responsibility

**Education Minimum Requirement**:

- Relevant qualifications such as Bachelor’s Degree in Engineering or Computing

**Required Experience and Skills**:

- Background in a service management role working within an ITIL framework.
- Relevant qualifications such as Bachelor’s Degree in Engineering or Computing
- Minimum 4 to 8 years of IT lifecycle support and ITSM experiences
- Knowledgeable in process improvement methods, procedures, metrics development, documentation, and reporting
- Exposure to NHS systems, ideally within GP practices is desirable
- Excellent written and verbal communication skills
- Ability to promote innovative ideas and accept the risks & challenges that are required to influence change
- Qualification, ITIL Foundation / Practitioner / ITIL Service Manager
- Working knowledge of IT Network Services & Components
- Ability to achieve broadly communicated objectives with a mínimal amount of supervision
- Ability to innovate in new and/or changing conditions
- Strong problem solving, analytical, and time management skills
- Hands on experience with industry standard ITSM tool implementations. ServiceNow experience a strong plus

**WHO WE ARE**

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**WHAT WE LOOK FOR**

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us — and start making your impact today.

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
Domestic

**VISA Sponsorship**:
No

**Travel Requirements**:
10%

**Flexible Work Arrangements**:
Flex Time, Hybrid, On-Site, Remote Work, Work Week

**Shift**:
1st - Day

**Valid Driving License**:
**Hazardous Material(s)**:
**Number of Openings**:
1
**Requisition ID**:R197126