求人名 【東京本社】シニアデジタルサポートエンジニア【ハイブリッド勤務】
勤務地 Nihonbashi, Tokyo
事業部 DigitalX
雇用形態 正社員
仕事内容
【募集の背景 / Purpose & Scope】
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.
【職務の内容 / Essential Job Responsibilities】
（雇入れ直後）
• 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.
• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.
• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future.
• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.
• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.
• Collaboration: Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions.
• Testing and Quality Assurance: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.
• Documentation: Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.
• Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.
• Technical Support
o Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.
o Troubleshoot and resolve hardware, software, and network issues.
o Assist with user account management, including password resets and access permissions.
o Perform routine system maintenance and updates.
o Monitor system alerts and proactively address potential issues.
o Assist in the deployment and configuration of new hardware and software.
• Incident and Request Management
o Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.
o Escalate complex issues to higher-level support teams as necessary.
o Ensure timely resolution of issues to meet service level agreements (SLAs).
• Documentation and Reporting
o Maintain and update documentation for common issues and solutions.
o Generate and analyze reports on service desk performance and metrics.
• Customer Service
o Provide excellent customer service and maintain high levels of user satisfaction.
o Provide training and guidance to end-users on IT best practices and tools.
• Collaboration and Continuous Improvement
o Collaborate with other IT teams to ensure seamless support and service delivery.
o Participate in continuous improvement initiatives to enhance service desk processes.
o Participate in IT projects and initiatives as needed.
• Compliance and Asset Management
o Conduct regular audits of IT assets and inventory management.
o Ensure compliance with IT policies and procedures.
o Contribute to the development and implementation of disaster recovery plans.
• Professional Development
o Stay updated with the latest technology trends and advancements.
（変更の範囲）
会社内での全ての業務
【就業環境に関する要件 / Specific Physical or Environmental Requirements】
At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.
【応募要件 / Qualifications】
＜必須 / Required＞
• High school diploma or equivalent experience.
• Minimum of 5 years of experience in a technical support or service desk role, with at least 2 years in a senior or lead role
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Strong knowledge of IT asset management (ITAM)
• Excellent customer service and relationship management skills.
• Demonstrates initiative and flexibility.
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• Fluent in written and verbal business Japanese and English
• 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
• Experience coordinating local technician schedules and managing on-site support logistics
＜歓迎 / Preferred＞
• Associate’s or bachelors degree in Information Technology, Computer Science or a related field
• More than 5 years of experience in a technical support or service desk role.
• 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
【応募書類 / Application Documents】
和文履歴書・和文職務経歴書・英文レジュメ
Both Japanese and English Resumes are needed
【選考プロセス / Selection details】
書類選考 → 1次面接 → 2次面接 → 最終面接
※変更の可能性もございますので、予めご了承下さい。
CV screening → First interview → 2nd Interview → Final interview
*Please be advised that there might be a change in the process.
【勤務地 / Location】
（雇入れ直後）
東京都中央区 アステラス製薬 日本橋事業所 本社
Nihonbashi, Tokyo
（変更の範囲）
会社の定める事業場および自宅
【勤務開始日 / Start Date】
応相談
Will be decided according to the candidate's flexibility
【契約期間 / Contract Duration】
期間の定めなし
Not limited to specified period
【試用期間 / Probation Period】
試用期間原則なし
No probation period in principle
【給与 / Salary】
①基本給：当人の経歴・技術・技能等を考慮して決定
①Base salary: will be decided by the candidate's experience, skill and capability.
【昇給 / Salary Raise】
有り
【賞与 / Bonus】
有り
【諸手当 / Allowance】
住宅手当、通勤手当 等
Housing allowance, Commutation allowance, etc.
【勤務形態】
シフト制
Shift-based work
【勤務時間 / Working Hours】
（始業時刻）８時００分 （終業時刻）１７時００分 （休憩時間）１２時００分～１３時００分
Working Hours: 8:00 AM - 5:00 PM (Break time: 12:00 PM - 1:00 PM)
もしくは（始業時刻）１１時００分 （終業時刻）２０時００分 （休憩時間）１５時００分～１６時００分
OR 11:00 AM - 8:00 PM (Break time: 3:00 PM - 4:00 PM)
※毎週金曜日の終業時刻は、上記終業時刻を1時間45分繰り上げた時刻とする。
On Fridays, the end time will be 1 hour and 45 minutes earlier than the above times.
※業務上必要により、所定外・休日勤務を命ずる場合がある。
Overtime or holiday work may be required due to business needs.
【休日 / Holidays】
完全週休２日制、祝日、5月1日、夏季、年末年始
Complete two-day weekend system, public holidays, May 1st, summer vacation, and New Year's holidays.
【特記事項】：週末勤務について
業務の性質上、10週間に1回程度の週末勤務が発生します（勤務時間：8:00～15:00）。週末勤務の際には、振替休日を取得いただきます。
Special Notes on Weekend Work: Due to the nature of the work, weekend shifts occur approximately once every 10 weeks (Working hours: 8:00 AM - 3:00 PM). You will receive a compensatory day off for any weekend work.
【休暇 / Vacation Leave】
年次有給休暇、育児休業制度、介護休業制度 等
Annual paid leave, childcare leave system, nursing care leave system, etc.
【福利厚生 / Welfare】
雇用保険、労災保険、厚生年金、健康保険、共済会制度、社宅制度、持株会制度、財形貯蓄制度 等
Employment Insurance, Industrial Accident Compensation Insurance, Welfare Pension Insurance, Health Insurance, Mutual Aid Association System, Company Housing System, Employee Shareholder Association System, Property Accumulation Savings System
【アステラス製薬 採用サイト/ Career web site】
https://re-jp.astellas.com/jp/recruit/newgraduates/
For more information about Astellas, please visit our career web site.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."