1.      Business Support

·        Engage and drive the adoption of technologies that support the business and its processes, fostering operational efficiency.

·        Build and establish relationships with the General Managers and their team. Train and bring awareness to productivity tools like AirTame & Google Slides, Teams Channels, SSPR, and knowledgebase articles on SharePoint and ServiceNow.

·        Deliver excellent technical and non-technical support with outstanding customer service and end-user satisfaction promptly via ServiceNow ITSM.

·        Facilitate the support process, ensuring the business understands how to reach the correct resources to address their support needs.

·        Provide support for local business applications and equipment PCs, printers, mobile devices, iPads, label printers, networking (wired and wireless), phone systems, security access systems, and video recording system.

·        Working closely with IT to troubleshoot and resolve application and infrastructure, and application problems.

·        Resolve daily issues of a complex scope that impact the team and overall business objectives via ServiceNow.

·        Collaborate with peers and other groups across the organization; share knowledge and lessons learned.

·        Identify technical processes that are manual and/or not scalable and work with the business and IT to mitigate as needed.

·        Create one knowledge base article per month in the area of technical and process documentation for new or existing processes and issues for the business to use and understand.

·        Meet with Continuous Improvement to assess satisfaction with technologies and processes that contribute to and support CI changes.

20%

2.      Operational and Application Support

·        Establish monthly recurring Teams meetings with the General Managers for your respective supported QCD distribution centers.

·        Maintain, share, and collaborate on the Facility Action tracker worksheet with Network, Systems, Applications, and other IT groups.

·        Collaborate with the General Managers and their staff to plan the annual visit to the facility. Coordinate with third-party vendors to handle any prerequisites for a successful visit.

·        Assist with troubleshooting and management of application specific equipment (e.g. Zebra scanners, label printers). Suggest and champion opportunities to increase efficiency.

·        Work closely with end users and identify opportunities for feature improvements, automation, and bug fixes.

·        Support the IT Asset Management Program by maintaining inventory of IT assets in ServiceNow.

·        Train users and provide documentation to support future reference and new employees

·        Provide guidance and documentation on application functionality for end users.

·        Provide support, training and assistance for all computer-related duties.

·        Provide “new user” setup support.

25%

3.      Project Work

·        Participate in both business and IT projects; focusing on end-user support, communications, and change management

5%

4.      IT Support

·        Image laptops and desktops to deploy to your supported facilities.

·        Participate in and adhere to production change approval board processes.

·        Fundamental knowledge of connecting laptops, desktops, and handhelds to networks.

·        Fundamental troubleshooting skills in laptops, desktops, and handhelds.

·        Participate in and adhere to cybersecurity processes and procedures.

·        Process tickets in ServiceNow and adhere to SLA requirements.

·        Participate in the on-call rotation for after-hours support.

2%

5.      Additional Responsibilities

·        Other responsibilities and accountabilities may be assigned based on business and organization needs.

Expert

·        Packaged Software

·        Handheld devices

·        Microsoft Windows 10 Operation systems

·        Microsoft Office

Proficient

·        End User Training

·        Enterprise SaaS Solutions

·        Enterprise Print

·        Remote Assistance Tools

·        ServiceNow or similar ITSM tool

Basic

·        Business Continuity

·        Networking Concepts

·        Voice and Data Cabling

·        MDM Software

·        VoIP concepts

Expert

·        Service Level Management

·        Relationship building

Proficient

·        Business Acumen

·        Business Alignment

·        Training Material Authoring

·        End User Training

Basic

·        Project Management Methodology (PMM)

·        Systems Delivery Life Cycle (SDLC)

·        Test Plans