Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the strategy for global end-user support, focusing on innovation and user satisfaction.
- Company: Join Elanco, a global leader in animal health dedicated to improving lives through innovative solutions.
- Benefits: Enjoy a hybrid work environment, diverse culture, and opportunities for personal and professional growth.
- Why this job: Be part of a mission-driven company that values creativity and champions new ideas for animal health.
- Qualifications: Bachelor's degree and 5+ years in IT service management; strong communication and analytical skills required.
- Other info: Elanco encourages applicants from all backgrounds; don't hesitate to apply even if you don't meet every requirement.
The predicted salary is between 36000 - 60000 £ per year.
At Elanco (NYSE: ELAN) – it all starts with animals!
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose – to advance the health of animals, people, the planet and our enterprise.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals’ lives better makes life better – join our team today!
Reporting to the ITSM Lead this role leads the strategy and optimization of Elanco\’s global end-user support experience across all channels. This includes defining the strategic direction for the outsourced Service Desk, internal Technical Support teams, (virtual) agent support and other end-user facing channels. The focus is on driving innovation, standardization, and AI integration to improve effectiveness, efficiency, and user satisfaction.
Your Responsibilities:
TechOps is responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise. We leverage modern technologies to build for the future and empower Elanco employees to build amazing things.
-
Define and champion the strategic vision for Elanco\’s global end-user support experience, ensuring alignment with IT and business goals.
-
Lead the development and implementation of a multi-year roadmap for end-user support, incorporating best practices, emerging technologies, and user-centric design.
-
Establish KPIs and metrics to measure the effectiveness of the end-user support strategy and track progress.
-
Oversee the outsourced Service Desk provider, ensuring service delivery meets or exceeds SLAs and continuously improves.
-
Optimize Service Desk & Major Incident processes, leveraging automation, AI, and other technologies to improve efficiency and user experience.
-
Oversee & guide programs to enhance Technical Support effectiveness, including training, knowledge management, and process optimisation.
-
Consider what adaptations in processes are required for VIP support
-
Lead the exploration and implementation of AI solutions (chatbots, virtual assistants) for proactive and efficient support.
-
Develop automation strategies to streamline support processes, deflect requests, and personalize user experience leveraging Personas
-
Stay current on industry trends and emerging technologies in end-user support, identifying innovation opportunities.
-
Collaborate with global IT teams, business stakeholders, and partners to ensure alignment on support strategy.
-
Build strong relationships with key vendors and partners to enhance Elanco\’s support capabilities.
What You Need to Succeed (minimum qualifications):
-
Bachelor\’s degree in a related field.
-
5+ years of experience in IT service management
-
Proven ability to manage vendor relationships and performance
-
Strong understanding of ITIL principles
-
Demonstrated ability to communicate technical concepts clearly to both technical and non-technical audiences.
-
Proven ability to collaborate effectively with cross-functional teams and build consensus.
-
Excellent analytical and problem-solving skills.
What will give you a competitive edge (preferred qualifications):
-
Experience implementing AI-powered support solutions, such as chatbots or virtual assistants.
-
Experience developing and delivering training programs for IT support staff.
-
ITIL v4 Foundation certification or higher.
Additional Information:
-
Travel: 0-10%
-
Location: Hook, UK – Hybrid Work Environment
Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don\’t necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
#J-18808-Ljbffr
IT End-User Support Experience Specialist employer: Elanco Tiergesundheit AG
Contact Detail:
Elanco Tiergesundheit AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT End-User Support Experience Specialist
✨Tip Number 1
Familiarise yourself with Elanco's mission and values, especially their focus on animal health and sustainability. This will help you align your responses during interviews and demonstrate your genuine interest in the company.
✨Tip Number 2
Highlight your experience with IT service management and vendor relationships. Be prepared to discuss specific examples of how you've successfully managed these aspects in previous roles, as this is crucial for the position.
✨Tip Number 3
Stay updated on the latest trends in AI and automation within IT support. Being able to discuss innovative solutions you've implemented or researched can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Elanco, if possible. They can provide insights into the company culture and the specifics of the role, which can be invaluable during your application process.
We think you need these skills to ace IT End-User Support Experience Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications for the IT End-User Support Experience Specialist position at Elanco. Tailor your application to highlight relevant experiences that align with their needs.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 5+ years of experience in IT service management. Include specific examples of how you've managed vendor relationships, implemented AI solutions, or improved support processes in previous roles.
Showcase Communication Skills: Elanco values the ability to communicate technical concepts clearly. Use your application to demonstrate your communication skills by explaining complex ideas simply and effectively, especially in your cover letter.
Express Your Passion for Innovation: Elanco is focused on innovation and improving user satisfaction. In your application, express your enthusiasm for leveraging emerging technologies and your commitment to enhancing end-user support experiences.
How to prepare for a job interview at Elanco Tiergesundheit AG
✨Understand Elanco's Mission
Before your interview, take some time to familiarise yourself with Elanco's mission and values. Understanding their commitment to animal health and sustainability will help you align your answers with their vision during the interview.
✨Showcase Your ITIL Knowledge
Since a strong understanding of ITIL principles is crucial for this role, be prepared to discuss how you've applied these principles in your previous positions. Highlight specific examples where you've improved service delivery or user satisfaction.
✨Demonstrate Your AI Experience
If you have experience implementing AI-powered support solutions, make sure to bring it up. Discuss any projects involving chatbots or virtual assistants, as this could give you a competitive edge in the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage vendor relationships. Think of past experiences where you successfully navigated challenges and be ready to share those stories.
