PRINCIPAL RESPONSIBLITIES

This is a Level 2 support position that directly interacts with end users and company management.

Production of KPI reports for management, including trend analysis and proposals to improve customer service and reduce ticket volumes.

• Contribute to our continuous improvement initiatives relating to the processes we use to resolve incidents.
• Contribute to maintaining the Agile PLM process related documentation in accordance with Global Quality and GIS Change Management policies and processes.
• Implement and develop IT service best practices based on frameworks such as ITIL.
• Participate in recruiting and developing Agile team members that will compliment and support each other in achieving our collective business objectives
• Assist in the assessment, determination and documentation of customer requirements for services provided by GIS and Global Quality.
• Abide by all GIS and Global Quality Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
• Undertake any other duties reasonably requested to meet business needs. 

PROBLEM SOLVING, DECISION MAKING & ACCOUNTABILITY

• Self-motivated, team oriented approach, able to operate effectively in a busy environment.
• This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.
• Works independently / part of a team to produce solutions in support of customer service level agreements.
• Works proactively and uses own initiative to ensure business needs are met effectively.
• Ensures all solutions adhere to applicable change control requirements.
• Addresses immediate service needs of all end users regardless of Business Unit affiliation.

KEY SKILLS

• Good time management skills, with proven ability to priorities and organize a demanding workload, adapting to fit the changing needs of the business.
• Strong customer service orientation, able to understand and meet the needs of a diverse end user base in a positive and professional manner.
• Ability to work in a distributed workforce model with onshore and offshore teams.
• Self-motivated and team oriented approach, able to work well with direction and independently.
• Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.

EDUCATION/EXPERIENCE

Essential – At least 1 year experience with an Electronic Product Lifecycle Management (PLM) System and/or Electronic Document Control System

• Minimum 5-year experience in application support, background in configuration is desirable but not required
• Experience working in an ITIL environment.
• Experience of producing reports for delivery to Management.
• Organizational skills to make sure the team are achieving high levels of service.
• Strong analytical and influencing skills to assess demand for services.
• Excellent customer service skills and an ability to deal effectively with customers and colleagues at all levels.
• Strong leadership qualities.
• Ability to drive a high performance culture so that team targets and service levels are met or exceeded.
• Excellent communication skills with non-technical stakeholders to ensure that they understand the available technology services, and to promote financial awareness to deliver value-for-money.
• Able to learn new processes quickly, and an ability to keep knowledge and skills up to date.
• An understanding of the following technologies:
  • Windows Operating Systems (XP, 7, Server 2003/2008/2012)
  • Microsoft Office software (Outlook, Word, Excel, PowerPoint)
  • Multiple Browsers

• Experience of working in a team oriented service desk/technical support/application support environment, with the ability to positively contribute to cross functional teams.

  Desirable

• Previous experience of dealing with external Audit companies.
• A working knowledge of Service Now (ITSM)
• Sarbanes Oxley (SOX) compliance knowledge
• Computer Systems Validation (CSV) awareness