Information Technology Support Analyst

We’re looking for a Field Support IT Analyst in Reggio Emilia.

Invii la sua candidatura dopo aver letto i requisiti di competenza e qualifica per questa posizione, riportati di seguito.
About the Role

The Field Support IT Analyst is single point of “ownership” for customer issues and should/must:

Responsibilities

• 
  
• Work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals
  
• Be aware of and execute the Dana support processes and effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
  
• Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
  
• Relate well to customers and understands the production environment.
  
• Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.
  
• Actively seeks feedback from customers on ways to potentially improve the support process and relationships
  

Main Responsibilities

• 
  
• Ownership for all IT activities at the facility (Involved and engaged)
  
• Serve as Single Point of Contact for the Plant Manager and Plant Staff relative to all aspects of IT, participate in all key meetings (Staff, Safety, Daily/Shift Huddle, Change Control, Program/Launch reviews)
  
• Serve as ambassador for the plant representing/escalating key IT requirements and issues to relevant IT support and process (Infrastructure, ERP, Manufacturing, etc.) to teams within IT
  
• In conjunction with central teams, maintain a technology roadmap/plan to track compliance to current standards relative to technology base and 5S organization principles; includes security, local data center, network components/cabinets, and peripherals
  
• Maintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status
  
• Ensure IT policies, procedures, and standards are adhered to
  
• Budget input and tracking (represent plant requirements in AOP planning cycle)
  
• Responsible for deployment of Dana IT standards for HW, SW, and processes
  
• Actively participate in all P1/P2 incident calls providing information on plant impact and failure modes; communicate resolution status to plant personnel on a real-time basis and post incident. Participate in post event root cause analysis (as required).
  
• Ensure facility staff is properly informed on the IT support model (e.g., contacts, phone numbers by area/failure mode); align IT support model with operational patterns including shifts, weekends, shutdown and vacation periods
  
• Utilize ServiceNow to log, track, and resolve all incidents and requests
  
• Partner with Deployment teams to assist with in-plant deployment activities (contingent on skill set and workload); assist with coordination of change windows are review/approve all site-specific changes
  
• Adopt continuous improvement mindset; includes best practice “read across” and implementation
  
• Develop a strong working knowledge of the Dana Operating Systems (DOS), and the role of IT in enabling components of the DOS
  
• Comply to all in-plant safety practices; correct and/or elevate violations or potential gaps in equipment or procedure
  
• Develop a detailed understanding of plant operations including but not limited to: Manufacturing/Assembly processes and associated metrics, products, customers plants/OEM’s, OT environment and functional knowledge of all IT applications deployed at the site
  
• Support major roll-out projects of Windows 10/11, Office365, Windows Server environment, annual PC hardware refresh, local area network refresh
  

Qualifications

• 
  
• Education: Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5+ years related professional experience
  
• Experience: 2-4 years related professional experience. xysqume SAP knowledge is a plus.
  

Language Skills

• 
  
• fluency in reading, writing and speaking is a plus
  

Pay range and compensation package

• 
  
• Annual Gross Salary: up to 48k€
  

Certifications: ITIL v3 Foundation is highly preferred

Required Skills

Additional skills

• 
  
• SOX and ITIL
  
• Strong understanding of business processes, information systems, and technology
  
• Excellent analytical, problem solving, oral, written and team skills
  
• Proficient in eliciting, documenting, and managing business requirements
  
• Familiarity with project management methodologies and tools
  
• Effective communication and interpersonal skills, with the ability to work cross-functionally
  
• Experience with business analysis tools and techniques (e.g., process mapping, data modeling)
  
• Familiarity with Agile development methodologies is preferred
  
• Ability to work independently and manage multiple tasks and deadlines
  

Core Competencies

• 
  
• Ability to think and act in a strategic way
  
• Can lead & act consistent with the company’s strategy and values
  
• Able to demonstrate strategic problem solving, good decision making and sound judgment
  
• Demonstrates sound business and technical acumenAbility to build and develop talent
  
• Able to align talent to company’s strategy
  
• Demonstrates ability to develop self and others
  
• Shows evidence of continuous learning
  
• Ability to demonstrate an effective approach to engagement and problem solving
  
• Able to build trust and engage others
  
• Can build or contribute to an inclusive team environment
  
• Demonstrates strong interpersonal communications
  

#J-18808-Ljbffr