Information Technology Support Analyst

ppWe’re looking for a Field Support IT Analyst in Reggio Emilia. /p h3About the Role /h3 pThe Field Support IT Analyst is single point of “ownership” for customer issues and should/must: /p h3Responsibilities /h3 ul liWork 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 /li liBe 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. /li liUnderstands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction /li liRelate well to customers and understands the production environment. /li liCommunicate 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. /li liActively seeks feedback from customers on ways to potentially improve the support process and relationships /li /ul h3Main Responsibilities /h3 ul liOwnership for all IT activities at the facility (Involved and engaged) /li liServe 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) /li liServe 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 /li liIn 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 /li liMaintain and post the standard IT in-plant scorecard containing performance to IT metrics, incidents, and deployment/launch status /li liEnsure IT policies, procedures, and standards are adhered to /li liBudget input and tracking (represent plant requirements in AOP planning cycle) /li liResponsible for deployment of Dana IT standards for HW, SW, and processes /li liActively 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). /li liEnsure 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 /li liUtilize ServiceNow to log, track, and resolve all incidents and requests /li liPartner 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 /li liAdopt continuous improvement mindset; includes best practice “read across” and implementation /li liDevelop a strong working knowledge of the Dana Operating Systems (DOS), and the role of IT in enabling components of the DOS /li liComply to all in-plant safety practices; correct and/or elevate violations or potential gaps in equipment or procedure /li liDevelop 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 /li liSupport major roll-out projects of Windows 10/11, Office365, Windows Server environment, annual PC hardware refresh, local area network refresh /li /ul h3Qualifications /h3 ul liEducation: 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 /li liExperience: 2-4 years related professional experience. SAP knowledge is a plus. /li /ul h3Language Skills /h3 ul lifluency in reading, writing and speaking is a plus /li /ul h3Pay range and compensation package /h3 ul liAnnual Gross Salary: up to 48k€ /li /ul pCertifications: ITIL v3 Foundation is highly preferred /p h3Required Skills /h3 pAdditional skills /p ul liSOX and ITIL /li liStrong understanding of business processes, information systems, and technology /li liExcellent analytical, problem solving, oral, written and team skills /li liProficient in eliciting, documenting, and managing business requirements /li liFamiliarity with project management methodologies and tools /li liEffective communication and interpersonal skills, with the ability to work cross-functionally /li liExperience with business analysis tools and techniques (e.g., process mapping, data modeling) /li liFamiliarity with Agile development methodologies is preferred /li liAbility to work independently and manage multiple tasks and deadlines /li /ul h3Core Competencies /h3 ul liAbility to think and act in a strategic way /li liCan lead act consistent with the company’s strategy and values /li liAble to demonstrate strategic problem solving, good decision making and sound judgment /li liDemonstrates sound business and technical acumenAbility to build and develop talent /li liAble to align talent to company’s strategy /li liDemonstrates ability to develop self and others /li liShows evidence of continuous learning /li liAbility to demonstrate an effective approach to engagement and problem solving /li liAble to build trust and engage others /li liCan build or contribute to an inclusive team environment /li liDemonstrates strong interpersonal communications /li /ul /p #J-18808-Ljbffr