Site IT Server and MFG analyst

Job Description

• Resolves and/or leads the resolution of complex customer IT support issues for individual customers, small sites or business units
• Coordinates feedback to IT product and service owners on customer issues
• Works with organizations to prepare for future IT application & infrastructure at a site level
• Enforces and maintains Corporate IT standards to maintain the integrity of the IT infrastructure and associated applications
• First line support (level 0&1) across all server infrastructure.
• Coordinate with Industrial IT on systems issues between various IT groups, both local and global in the Manufacturing space
• Act as interface between senior IT management and business representatives
• The "face of IT" for all IT server and some Manufacturing related roles and responsibilities
• Create and maintain comprehensive support documentation and procedures
• Monitor and report out monthly on IT service metrics, utilising IT Connect
• Share knowledge and experience as required
• Represents the "Voice of the Customer" to the rest of the IT organization

Responsibilities

Key Deliverables in position

• Builds and maintains strong relationships with appropriate customer base
• Builds and maintains strong relationships with internal IT partners
• Delivers consistent monthly service metrics with strong NPS
• Deliver according to defined procedures, processes and SLAs
• Enhance documentation and maintains comprehensive procedures

Qualifications

Key Selection Criteria

Qualifications: Relevant tertiary degree in IT or related field is desirable, MCSE or similar certification, 3+ years IT experience

Criteria

• Strong written/verbal communications skills, effectively engaging at a technical and non-technical level to different leadership levels within IT and business locally and regionally
• Proven Business and IT Analysis skills to identify and determine solutions to business constraints
• Strong customer focus with a Drive for Results and a Quality & Continuous improvement mind-set
• Excellent understanding of network and Windows server environments
• High level understanding of the Industrial IT environment
• Able to self-manage time to effectively engage with global counterparts across time zones
• Willingness to travel to the major South African Sites