I am seeking a Site STS Technical Analyst for my client. This role will sit onsite in Midland, MI and is a 6 month contract. Candidates must be local and able to work directly on a W2 without sponsorship. Please read the job descritption below and apply if your skills/background align with the requirements. Thank you!
Position Overview:
As Site STS Technical Analyst for Roquette Manufacturing facility and connected R&D office you will have responsibility for End-to-End Service Delivery for very complex, dynamic, and challenging environments.
Overseeing diverse projects focused at the site, along coordinating and alignment with vendor management of local and external partners are key to successful site operations. The person in the role are expected to engage frequently with Site Staff, operations and business leaders to understand the business needs, service and continuous improvement opportunities.
As a member of the Site Technology Servicing team you provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices within your sub-regional remit. You provide hands-on support, virtual support and apply your local knowledge and language skills to support IT related issues as defined by the Service Catalog. In addition, working on projects as designated at the specific site.
Working days and hours are following the local business days and hours. The role is an individual contributor
at the specific site, but you work virtually with the Global IT manager, Infrastructure & Network Service Teams, the Global Service Desk, Desktop Support Services and Remote Desktop Support Team. From time to time, you might need to attend meetings outside office hours.
Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Site Tech, whilst maintaining the right balance between customer service and operational excellence. Also, work closely with site Operations and Business Leaders to recommend solutions and improvements to processes and projects. (40%).
Provide input for continuous improvement opportunities for site services, infrastructure and systems, and collaborate with site leaders on opportunities and projects. Also, work closely with site Process Control technology groups to develop new apps and ensure business-critical data flow is uninterrupted. (unique to some sites) (10%).
Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization (10%).
Manage the workstation compliance for your locations(s) to a minimal number of defects (10%).
Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts and IT vendor management); and align with local engineering teams to maintain a site disaster recovery plan for IT assets. (10%).
Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Site Techs, (2) the way services are being perceived by IT and the business and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive) (10%)
Provide support to other offices, either remote or by traveling on location (<5%.)
Required Skills:
Bachelor's degree in computer related or engineering fields, or equivalent job experience required.
Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.
Knowledge of business processes and service delivery with strong understanding of the integration of business and technology. Understanding of IT architecture and systems a plus.
Strong customer orientation and demonstrated ability to work with people at all levels in an organization.
Project management experience.
Strong communication skills with the ability to describe technical issues in end-user understandable terms.
Strong English language skills. Good verbal and written English communication skills.
Strong teamwork and interpersonal skills.
Required Experience:
Understanding of IT support / service delivery processes (eg. ITIL).
Experience with Microsoft Intune
Experience in supporting a large-scale Workstation, Tablet and Smartphone environment, with Wireless and LAN technology, preferably in a multi-skilled helpdesk environment.
Preferred:
Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (XP, Win7, Win8, Win10), LAN, Remote VPN connectivity, MS O365, server technology, business applications systems (SAP), iOS and Android mobile devices.
Understand IT asset portfolio and manage lifecycle according to IT Architectural Standards and plans.
Lean Six Sigma knowledge for process improvements
Key Performance Indicators:
Customer Satisfaction for those Incidents processed and resolved locally.
Response Time to Client and Response Time to other Teams for tickets processed locally.
SLA performance, by Priority, on those Incidents processed and resolved locally.
Average resolution time: How long did it take to restore services, by Priority?
Open Incidents / Backlog at the end of each calendar month.
Workstation Compliancy: number of reported defects on the local workstation and devices.
Number of Incidents processed and resolved locally which could not have been done remotely ("local" Incidents).
Process adherence and data quality: adherence to all IT processes, guidelines, and scripts.
Contribution to continuous improvement: contribution to improving IT processes and services.
Job Location:
Midland, MI
Estimated Min Rate: $33.00
Estimated Max Rate: $38.00
What's In It for You?
We... For full info follow application link.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.
