ICON Clinical Research IT Service Delivery Tech II in Manila, Philippines


• Process telephony moves, adds and change requests for all ICON global Offices

• Process mobile order requests for US, Canada, and Ireland via ServiceNow

• Manage mobile inventory for US, Canada, and Ireland staff

• Support WebEx conferencing service issues via ServiceNow incident management

• Support faxing service issues via ServiceNow incident management

• Assist/handle projects assigned by the Telecommunications Team Lead

• Maintain updated user documentation regarding all telecommunications services

• Provide end user training of telecommunications services and functionality

• Handle phone programming for ICON offices with Avaya/Nortel phone hardware

• Coordinate necessary repair/maintenance functions with the appropriate vendor

• Collaborate with other IT teams to accomplish implementation of new technologies as required


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Two or more years telecommunications experience or relevant work experience preferred

• Experience with Microsoft applications (Word, Excel, PowerPoint)

• Ability to work independently, within time constraints

• Excellent customer service skills

• Good organizational and time management skills

• Ability to absorb and apply information presented

• Confidentiality and discretion in handling sensitive records and information