Helpdesk and Onsite Support Lead

Fulltime, Finance Functions

Texas, Houston, United States Apply Now Apply until: Open until further notice

Responsibility

 

Nouryon - has an outstanding opportunity for a Productivity Support Officer in Houston, TX.

The Productivity Support Officer/Helpdesk and Onsite Support Lead:

  • Drives, supports and monitors the provision of help desk and onsite support services by and performance of IM Services staff and 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.

This Productivity Support Officer role reports into the Regional Delivery & Service Manager. The geographical scope of this role will include 4 sites in Houston, 1 site in Forth Worth, and may also be assigned 1 site near Mexico City.

 

The Productivity Support Officer is responsible to oversee and coordinate all IM Services related help desk and onsite support services at the locations and flag local demand.

 

Help Desk and Site support

  • Delivery Owner: Driving, supporting and monitoring the provision of help desk and onsite support services by and performance of IM Services staff and suppliers at the locations. This includes the direct management of staff from external suppliers and in some cases internal staff.
  • Ensuring the provisioning of general IT infrastructure expertise and Device Life Cycle management
  • Coordinating in case of activities involving multiple parties including a structured coordination with other PSO’s and regions to ensure seamless help desk and onsite support to the end-users
  • Handling escalations at locations
  • Logging IMS changes in ServiceNow

 

Proactively improving 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.
  • Implement adoption campaigns locally

 

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

 

Generic

  • Actively seek alignment and cooperation (‘shoulder to shoulder’ mindset) with the other domains. Raise the bar by continuously looking for ways to improve.
  • Foster an environment where people work together and leverage each other.

To fulfill the above mentioned responsibilities it is necessary to regularly travel to the sites in scope

List the essential educational qualifications, relevant experience and required skills.

 

  • 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
  • Good supplier management and leadership skills
  • 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)
  • Spanish language skills (written and verbal) preferred

 

Key Generic Competencies

  • Strong productivity focus, being able to think in solutions
  • Sound base and interest in continuous improvement / lean/six sigma
  • Able to stay calm under pressure and deal with operational / tactical issues whilst primarily focusing on strategic ambitions.
  • Credibility and acceptance by local management (stakeholder management).
  • Good communication and stakeholder management skills. Organizational sensitive.
  • Taking initiative where necessary to create documented process improvement proposals and solutions in order to further increase end user satisfaction, improve IM service performance towards the business and enable operation excellence.
  • Right communication and coordination skills to work in a dynamic and complex organization.
  • Ability to lead by example and is service oriented to the local business.
  • Collaboration through trust and continuous drive for improvement/optimization (continuously raising the bar for him/herself, his team, his peers and suppliers).
  • Ability to see the whole picture (helicopter view) and being able to focus into the detail.
  • Able to communicate in relevant local languages and English both in writing and speech.
  • Dedicated to reach and maintain high quality standards.
  • Ability to influence internal and external parties.
  • Hands-on way of working with relevant tools.

Vacancy data
Closing date
Open until further notice
Vacancy number
N0001989
Organization
Continent
North America
Country
United States
State/Region/Province
Texas
Site
Houston
Business unit
Finance Functions
Job characteristics
Job family
Information Management
Hierarchy level
Management
Full time/part time
Fulltime
Contract type
Permanent

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