Digital Experience Engineer

General Information

Job Advert Title Digital Experience Engineer Location Poland Function/Business Area Information Technology Employment Class Permanent

Description

Digital Experience Engineer
About Astellas:
At Astellas we are a progressive health partner, delivering value and outcomes where needed.
We pursue innovative science, focussing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.
We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage.
Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.
We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their caregivers, to ensure the medicines we develop continue to provide meaningful outcomes.
Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.
The Opportunity:
As a Digital Experience Engineer, you will be responsible for managing and optimizing the digital tools, platforms, and experiences that support employee productivity and satisfaction. This role ensures seamless delivery of end-user services, monitors digital experience metrics, and collaborates with IT and business stakeholders to enhance the overall digital workplace environment.
Hybrid Working:
At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.
Key activities for this role:

• Platform Administration: Architect and optimize Digital Experience (DEX) platform configurations to ensure scalable performance, high availability, and robust data integrity across enterprise environments
• Experience Monitoring & Analytics: Design and operationalize advanced telemetry frameworks to capture and correlate multi-dimensional experience metrics, enabling predictive insights and proactive remediation
• Incident & Problem Management: Lead cross-functional incident response initiatives, integrating DEX insights with ITSM platforms (e.g., ServiceNow) to accelerate MTTR and enhance root cause analysis
• Automation & Self-Healing: Engineer scalable automation pipelines using AI/ML-driven remediation logic to enable autonomous resolution of recurring issues
• User Engagement & Feedback: Deploy sentiment analysis models and feedback loops to quantify user experience and inform service design enhancements
• Governance & Compliance: Lead governance initiatives to align DEX data practices with global regulatory frameworks (e.g., GDPR, HIPAA), including audit readiness and risk mitigation.

Essential Knowledge & Experience:

• Substantial years of experience in administering DEX solutions
• 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.
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• 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.

Preferred Qualification:

• Substantial years of experience in a technical support, service desk or DEX Administrator 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
• Extensive 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).
• Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc.

Educations/Qualifications:

• Associate or bachelor’s degree in information technology, Computer Science or a related field

Additional information:

• This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office

Astellas’ Global Capability Centres – Overview
Astellas’ Global Capability Centre’s (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.
The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.
Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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