IT Services Intern
Title: IT Services Intern
Location: Richmond, VA
Pay: $20/hour
POSITION SUMMARY
The Global Delivery Service & Communication Graduate will partner with the Indivior Program Manager to plan, and deliver IT improvements in the areas of project management, communication, and service management. A key component of the role is to help manage IT changes through the Quality Management Life Cycle (QMLC) and participate in the development of Communications and to help business users across Indivior understand and get the most out of IT. Finally, the Global Delivery Service & Communication Graduate will help ensure Indivior’s IT processes and records are aligned to ITIL best practices and supported by current and comprehensive knowledge.
S/he will be expected to work effectively across IT and business organisations to meet the needs of the broader business and achieve aggressive timelines and objectives. S/he will work in multi-functional global teams and will work with both internal customer groups and vendors to ensure a smooth delivery of projects and services.
ESSENTIAL FUNCTIONS
The responsibilities of this job include, but are not limited to the below functions:
· Assist in creating IT Communications plans including development of key messages, communication road mapping, and tracking company IT training content and sessions.
· Participate in forums, including change boards, that provide oversight and governance of IT changes and communication.
· Identify and recommend process improvements, end user experience improvements, and end user education programs.
· Ensure IT projects are delivered in line with GxP and change management practices including Agile sprint management, system change control, documentation and testing.
· Support and improve Indivior’s Joiner, Transfer, and Leaver (JLT) processes including management of communication to new hires and participation in delivery of on-boarding training.
· Assist in managing the company’s knowledge base including creation of new Knowledge Base Articles (KBAs), editing existing KBAs, and working with Service and Application Owners to define new KBA needs.
· Help establish and operate knowledge management and governance practices to ensure KBAs are current, accurate, and complete.
· Aid in the management of the company’s Configuration Management Database (CMDB) including working with Service and Application Owners to update Indivior IT’s system of record.
· Assist development of SOPs for CMDB related governance and support.
TRAVEL
None
MINIMUM QUALIFICATIONS
Education: 4-year Bachelor’s Degree
Field of Study: Scientific or technical discipline with focus on Information Technology or Bioscience
Computer Skills: Windows, MS Office, MS Project., MS Visio, iPad, and iPhone
License/Certifications: N/A
COMPETENCIES/CONDUCT
In addition to the minimum qualifications, the employee will demonstrate:
Experience
· Knowledge of ITIL practices for change and service management preferred
· Self-directed in completing or leading projects and achieving results within a structure framework.
· Experience delivering Communications to non-technical audiences.
Attributes
· Customer focused and results orientated personality.
· Strong support, diagnostic and problem-solving skills.
· Teamwork - Ability to work in a global team with highly matrixed reporting relationships.
· Desire to achieve and succeed in a fast-moving environment.
· Clarity of thought in reviewing and identifying issues and opportunities in business processes.
· Clear and concise presentation skills, both written and verbal, technical and non-technical.
· Flexibility in thinking/action and pragmatic in solving problems.
· Demonstrated interpersonal and team skills.
· Flexibility in role & approach, comfortable with adopting & adapting different roles as required.
GUIDING PRINCIPLES
Indivior’s guiding principles are the foundation for each employee’s success and growth. Each employee is expected to demonstrate understanding and adherence to our guiding principles in their everyday performance.
The duties and responsibilities identified in this position description are considered essential but are not limited to only those outlined. The employee may perform other functions that may be assigned. Management retains the discretion to add or change the duties of this position at any time.
EQUAL EMPLOYMENT OPPORTUNITY
EOE/Minorities/Females/Vet/Disabled