Posted by At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher.
IT Services Support Administration
Job Description:
Coordinates and facilitates the communication of programs, changes and decision tree that has an impact to the key IT services and 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 support the objectives of the Quality Assurance and Service Desk management.
Participates and contributes in team meetings and Service Desk conference calls.
Collaborates with diverse groups within the business unit, service owners and to the internal team of Service Desk to understand the necessary information to improve the service. Works with Services and application owners to proactively obtain missing support information.
Understands and seeks critical information and data needed by the Quality Assurance team to identify loopholes and process gaps.
Uses appropriate and effective communication tools (like but not limited to WebEx, email, Jabber chat, phone conference call, flow charts, process flows, diagrams and other means of communication) to effectively communicate quality assurance updates, processes, KPIs, SLA, Metrics and team performance to the business units, service owners and within Service Desk organization.
Conducts and facilitates meetings with service and application owners to address issues, customer feedback, concerns and escalations 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 to the 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.