Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials.

We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

The IT Digital Enablement Partner/Analyst serves as a trusted technology partner to business stakeholders within the assigned value stream. The role partners with business teams to translate operational and business needs into clear technology requirements and IT deliveries, supports the adoption of digital capabilities, and contributes to the effective execution of value stream initiatives. This position reports to the IT Digital Enablement Lead and works closely with internal IT teams across Digital Capabilities, Regional IT and the PMO.

Under general supervision, responsible for monitoring and responding to IT support requests regarding technical user support and security.Maintains hardware and software on the company user workstations.

Key Accountabilities

- Responsible for resetting and updating user account and application passwords
- Provides assistance to employees regarding hardware and software issues via phone and online chat.
- Responsible for managing and processing IT Interactions, Incidents, and Service Requests within ServiceNow, ensuring accurate documentation, timely updates, and appropriate resolution or escalation to the designated IT support teams.
- Provides first-level technical support by troubleshooting and resolving reported issues whenever possible, escalating incidents and requests requiring additional expertise from the appropriate IT teams.
- Ensures all ServiceNow tickets are properly categorized, prioritized,



documented, and maintained throughout their lifecycle, following established IT Service Management (ITSM) processes and procedures.
- Monitors data communications hardware and software, including routers, modems, and communications servers to ensure proper working order. Reports any issues detected to IT Systems Team.
- Serves as first level of support for employees in operation of company assets, including: laptop & desktop computers, personal and department printers and other peripheral equipment. If issue cannot be resolved remotely, escalates issue with next level of appropriate IT team
- Ensures compliance with the security policies established for the acquisition, design, development, operation, administration and maintenance of production systems, operating systems, control of networks and communication systems, databases and related technological resources of Werfen
- Ability to work various shifts, as required.

Networking/Key relationships To be determined based on department needs, to include interactions such as:
- Werfen Employees
- IT Systems Team
- IT Development Team
- Finance

Minimum Knowledge & Experience for the position:

Education: Technical certificate or vocational qualification in IT, computer hardware or a related technical subject, or equivalent experience.

Experience: Minimum of one year of experience in an IT or technical customer service role.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

Education: Technical certificate in Computer Hardware or a related technical subject required, or equivalent experience

Experience

- Minimum of one year's experience in an IT/Technical Customer Service role required

Additional Skills/Knowledge

- Position requires a working knowledge of computer hardware and operating systems, computer networks, and peripheral equipment.
- Experience with Microsoft Office 365, Windows OS preferred.
- Experience with SAP
- Language: English preferred

Travel requirements

Up to 5%

📌 IT Service Desk Specialist I (Barcelona)
🏢 Werfen
📍 Barcelona