Justification : (Scroll down to review job description)
Request to Replace : Sharon Brenes, resigned on 4 / 24 / 2020
Title : Accounts POD (Provisioning-On-Demand) Analyst
Location : San Jose, CostaRica, IT Resource Center
Backfilled : Yes, forinternal candidate only
Reason for vacancy : SharonBrenes accepted a higher position with a local company in Costa Rica
Hire date : April 20, 2015, promoted to current role onOctober 1, 2016
Budget impact : No increasein headcount request to replace
The IT Service Desk team is requesting a replacement requisitionfor Ms. Sharon Brenes who recently resigned and accepted a position in CostaRica with another company with increased responsibilities and higher job scope.
The IT Service Desk provides 24 / 7 support anddelivery of IT Services thru issue resolution and request fulfillment for ouremployees globally.
This position will be in a best-cost country at approximately$32,000 USD per year. The current IT Service Desk funding will cover the fullcost of resource.
Criticality tothe Service
The support tickets for the IT Service Desk are usually forresolution of user issues or fulfillment request for IT services or equipment.
This position handles first level support forvarious technology and applications used by our employees globally. This includes,but not limited to, Email, Microsoft Office, Oracle, Treasury, JD Edwards, Trax,WebEx, Jabber and other legacy Emerson systems or applications.
The position therefore requires a certainlevel of technical skill set.
Without a replacement headcount, this leaves a gap in ourcoverage and staffing in the IT Service Desk wherein service levels are expectedto be impacted.
This includes initial response times, the total time to fix anissue or complete a request and over all issue resolution performance.
Need for thisposition after downsizing actions
This position is essential to providingfirst attempt resolution and request fulfillment for our employees utilizing ITServices.
The IT Service Desk has reducedheadcount by 4 heads as part of the reduction in force plan. This new vacancy will further reducestaffing levels which places our support coverage and service levels at risk.
Due to the technical nature of the support to be providedwhich requires a combination of different skills sets (Microsoft, Oracle andother custom applications knowledge) a full-time employee replacement is highlypreferred over contractor as we may not be able to find a suitable and skilledcontractor with the right skill sets.
Responsible for Tier 1 and 2 software andhardware support. Tier 1 technician,diagnose and resolves problems using documented procedures and checklists inthe performance of most responsibilities.
Tier 1 also enters call data into a tracking system and escalatesproblems to higher level technical support professionals when necessary.
Tier 2 provides technical advice, guidanceand informal training to customers using hardware and software programs. Troubleshoots and restores routine technicalservices and equipment problems by analyzing, identifying and diagnosing faultsand symptoms using established processes and procedures.
Performs root cause analysis and developschecklist for typical problems. Recommends procedures and controls for problem prevention.
Maintains knowledge database and calltracking database to enhance quality of problem resolutions. Works in a team setting, sharing informationand assisting others with calls.
DISCRETION / LATITUDE
EDUCATION / LANGUAGE
EXPERIENCE / SKILLS