Information Technology Support Analyst

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

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. 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