IT Services Liaison Support Administrator
Greenlee Textron Inc
San Jose de Costa Rica, San Jose,  Costa Rica
hace 1 día


Specific Responsibilities

IT Services Support Administration

Coordinates and facilitates the communication ofprograms, changes and decision tree that has an impact to the key IT servicesand applications owners.

Supports projects related to quality improvement(such as Onboarding new service or acquisition, building work instructions,routing logic, decision tree and ability to solve) and handles tasks to supportthe objectives of the Quality Assurance and Service Desk management.

Participates and contributes in team meetings and ServiceDesk conference calls.

Collaborates with diverse groups within thebusiness unit, service owners and to the internal team of Service Desk tounderstand the necessary information to improve the service.

Works withServices and application owners to proactively obtain missing supportinformation.

Understands and seeks critical information anddata needed by the Quality Assurance team to identify loopholes and processgaps.

Uses appropriate and effective communication tools(like but not limited to WebEx, email, Jabber chat, phone conference call, flowcharts, process flows, diagrams and other means of communication) toeffectively communicate quality assurance updates, processes, KPIs, SLA,Metrics and team performance to the business units, service owners and withinService Desk organization.

Conducts and facilitates meetings with service andapplication owners to address issues, customer feedback, concerns andescalations to improve the quality of service

Provides timely update to the QA leadership,service owners and key stake holders on the tasks and deliverables assigned tothe SSA.

Education / Qualification Requirements of the Role

  • Education to degree level or equivalent, but experience may be considered in lieu of formal education;
  • Experience in IT Infrastructure and Quality Assurance is a plus;
  • Knowledge of ServiceNow and Service Desk best practices;
  • Knowledge in ITIL Services management methodology is an advantage;
  • Ability to interact with peers and counterpart in a matrix organization tact and diplomacy are essential attributes;
  • Strong, demonstrable Customer focus with strong analytical capabilities;
  • An effective communicator and negotiator, the candidate will also have good presentation skills and the ability to facilitate / technical meetings;
  • Ability to work under pressure and demonstrably action orientated;
  • Language knowledge : Fluent in English (speaking / writing), other languages an advantage;
  • Quality Assurance experience would be appreciated formal training beneficial;
  • Flexible attitude towards working hours;
  • Customers / Suppliers

  • Team Leaders in the Service Desk team
  • All IT Services owners and Application owners
  • All Support Group Managers
  • All Service Delivery IT Managers and Directors
  • Business Units Business leaders, Managers and relevant reports
  • All IT Personnel within Emerson, Emerson Process Management
  • Emerson Central Services Operations
  • External :

  • Customers of Emerson Process Management for end-customer facing services;
  • Suppliers of Hardware, Software and IT Consultancy;
  • Other IT Infrastructure Contractors;
  • Legal and Emerson Process Management internal and external auditors.
  • Size of Role

  • Role is Global, all Business groups, All World Areas, All Services in Portfolio;
  • Volume of approx. 60000 end users, spread amongst 3 shifts of different supported working hours (European, Americas and Asia-Pacific working hours);
  • Direct line supervisor for a team of 5 IT Services Support Administrators.

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