Accounts POD (Provisioning-On-Demand) Analyst
Greenlee Textron Inc
San Jose de Costa Rica, San Jose,  Costa Rica
hace 4 días

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.



  • Frequent use and application of technical standards, principles, theories, concepts and techniques.

  • Provides solutions to a variety of technical problems of moderate scope and complexity.

  • Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgment and overall adequacy.

  • Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendations may cause delays in program schedules and may result in the allocation of additional resources.

  • Primarily internal company contacts. Infrequent inter-organizational and outside customer contacts on routine matters.

  • Bachelor of Science in Computer Science, Information Technology, or related area required; or equivalent work experience
  • Fluent in English or designated language (s).

  • 2-4 years with Bachelors Degree or
  • 0-2 years with Masters Degree
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