Productivity Support Officer

Full-time, Finance Functions

Illinois, United States Apply Now Apply until: Open until further notice

Responsibility

The Productivity Support Officer:
•             Supports and monitors the provision of services by and performance of IM Services Suppliers at the locations;
•             Coordinates in case of activities involving multiple parties and escalations at locations
•             Proactively improves efficient use of IT tools and systems at locations;
•             Proactively monitors local customer satisfaction and engages on the improvements;
•             Proactively ensures the standard IM processes in the IM Operating Model, e.g. support, issue resolution and escalation are followed;
•             Flags demand towards Business Information Management;
•             Acts as local host for projects / roll outs;
•             Maintains and build relationships with site management, key-users and end-users on location.
•             Provides advice on local IT subjects
•             Flags IM Services support requirements at the locations not covered by IM Services yet  
 
The Productivity Support Officer contributes from a local perspective (including local / country regulations) to the global IM services policies, Operating Model, guidelines and objectives.
The Productivity Support Officer reports to the Regional Productivity Support Team Lead. The geographical scope and exact responsibility of individual Productivity Support Officers might differ.
  
 
Responsibilities
 
The Productivity Support Officer is responsible to oversee and coordinate all IM Services at the locations and flag local demand. In principle the role does not include performing any operational IT responsibility, e.g. programming, bug fixing, incident management, change management, or any related work in the IT systems.
 
•             Supports and monitors the provision of services by and performance of IM Services Suppliers at the locations;
•             Coordinates in case of activities involving multiple parties and escalations at locations
 
Proactively improves efficient use of IT tools and systems by local users to increase end-user productivity and get the best end-user experience.
•             Train and guide users to properly use IT tools and (ERP) systems in the most efficient and effective way to increase productivity.
•             Connect end-users to key users and IM processes with regards to Application Management and Support Services.
•             Ensure the development and maintenance of a knowledge management network regarding IM.
 
Proactively monitors local customer satisfaction and engages on the improvements
•             Influence the IT experience of the user and minimize the need to contact the IM Services helpdesk.
•             Contribute to the optimization of the IM processes and services, representing the local level within the global model.
•             Ensures end-user satisfaction surveys are managed and actions are followed-up properly.
•             Proactively ensures the standard IM processes in the IM Operating Model, e.g. support, issue resolution and escalation are followed
•             Act as the key user for IM processes, supporting users in utilizing the IM processes and resources in the most effective manner.
•             Enforce adherence to appropriate IT policies, strategies and standards that reflect best practices on behalf of IM.
•             Ensure that global teams are provided with feedback and practical advice on how they perform their duties to be effective in their role.
 
Flags demand towards IM
•             Flag possible local demand and build the bridge between the local demand and global IM organization.
•             Liaison between local demand-related topics and IM Demand teams.
•             Delegated IM Demand point of communication for IM services in a specific country and for sites in that country
•             Flags IM Services support requirements at the locations not covered by IM Services yet
 
Acts as local host for projects / roll outs
•             Help with organizing kick-off sessions.
•             Provide input for local stakeholder management.
 
Maintains and build relationships with site management, key-users end-users on location.
•             Maintain a relationship with the site management, key-users and end-user and other relevant stakeholders on location, and engage in the key user network.
•             Receive feedback from and provide feedback to the IM Services team on how to improve the overall perception of IM
•             Provides advice on local IT subjects

Job Requirements

Job Requirements
Experience / Education
•             Bachelor degree level education.
•             Professional with minimum of 5 years of experience in the IT sector including 3 to 5 years managing IT services in a local country organization in a global IM department.
•             Strong Service management mindset.
•             Knowledge of best practice solutions in the shared solutions space.
•             Strong knowledge and experience in the assigned service domain.
•             Individual must demonstrate ability to act autonomously.
•             Know the structure and setup of IM Services (End-to-End services), procedures and people in the Information Management departments
•             Needs to have a process mindset, while being customer facing
•             Ability to travel between sites in his or her region on a regular basis (20-30% of the working time)
 
Key Generic Competencies
•             Strong productivity focus, being able to think in solutions
•             Sound base and interest in continuous improvement / lean/six sigma
 
 

Vacancy data
Closing date
Open until further notice
Vacancy number
190002YX
Organization
Continent
North America
Country
United States
State/Region/Province
Illinois
Site
Chicago
Business unit
Finance Functions
Job characteristics
Job family
Information Management
Hierarchy level
Professional/Experienced/Specialist
Full time/part time
Full-time
Contract type
Permanent

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About Nouryon

We are a global specialty chemicals leader. Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, food, pharmaceuticals, and personal care items. Building on our nearly 400-year history, the dedication of our 10,000 employees, and our shared commitment to business growth, strong financial performance, safety, sustainability, and innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry-leading brands includes Eka, Dissolvine, Trigonox, and Berol.

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