IT Support Analyst
Company: Dyson GmbH
Location: Chicago
Posted on: September 22, 2023
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Job Description:
Dyson is a global technology enterprise. We're growing fast and
our ambition is huge - more categories, more locations and more
people.Dyson launched in the US in 2002, and since then operations
have grown exponentially. Our US headquarters is based in Chicago's
Fulton Market neighborhood. We also have employees working in field
sales, our service centers, and in our growing number of Dyson Demo
Store's across the country.About the Role:The Global Support Lead
will work directly with the Global Support Manager and closely with
Service Managers, AccountOwners, and Operational Partners across
the organization to deliver and manage to a world class production
operationalcapability for Dyson. In this role you will work
seamlessly with equivalent counterparts and support teams in
markets andother geographical regions to deliver around the clock
24/7 support capability. As such, this role may require an
elementof on call or shift rotation for peak periods and
weekend/holiday cover.Your responsibilities will include:Providing
day to day alignment on service health, performance and risks
across operational partners andinternal teams (Service Desk / Infra
/ Security / Data).Act as an escalation point to manage process
exceptions and or service complaints from business users.Aligning
IT operational support on incident/problem
categorization/prioritization, with clear business insightand
understanding of the service capability.Providing day to day
governance and decision making for production changes and problem
workarounds.Coordinating across the Dyson/Partner/Vendor
organizational eco-system - establishing and chairingconference
calls and mediating when required to maintain (or recover)
production service. (Including requirements for Applications,
Infrastructure, Data, Security & Risk).Manage the effective
restoration of Service and impact communication to internal
stakeholders (IT & Business),including updates on all production
incidents and changes to the MIM status.Within the Operations
Control Centre (OCC), provide insight and analysis on IT service
performance againstbusiness processes KPIs/SLAs to ensure that
service health is maintained.Managing OAT and Service Acceptance
requirements with IT delivery teams.Provisioning and managing
business expectations on production outages for IT change and
servicemaintenance.Representing Service Operations changes and
acceptance decisions as necessary for CAB approvals.Maintain
operational change control over CAB approved standard changes
(Infrastructure and Applicationchanges).Maintaining service
runbooks, and knowledge articles to ensure they are effective,
accurate and up to date.Facilitating HO/TO duties with support
managers/leads and analysts in other global regions, to ensure that
acontinuity of support services are maintained.Act as a subject
matter expert for IT production services to engage and influence
stakeholders at all levels of theorganisation.Maintain knowledge of
Service Operations trends, capabilities, and standards to ensure
future lookingalignment to best practice.Create routine and ad-hoc
reports on any operational service matter.Execute control over
Service Operations processes (Incident, Problem, Change, Service
Request).Assist regional support managers where required to
collectively deliver a high value of service to the regionaland
global business stakeholders.Please note, this is a hybrid role in
Chicago. Hours for this role are 10:00 AM to 7:00 PM.About the
You:
You will need to be customer focused, organized, and confident, to
have a sense of urgency and remain calm underpressure. You will
need to deliver results using your own initiative and it is
essential that you possess the following skills:Knowledge and
experience in the delivery and application of Incident and Problem
management.Outstanding data analytical skills with the ability to
produce senior level reports on status, trends and performance.Good
interpersonal communication skills.Experience of supporting Service
Operations, in large and complex IT environments.Ability to
influence others and communicate with impact at senior levels
across the organization.Ability to identify IT service-related
risks and manage risks where appropriate.Ability to apply IT
Service Management strategy and policy and associated high-level
plans.Ability to apply and follow IT Service Management processes
and procedures.Knowledge of ITIL.Able to rationalize and analyse IT
Service Management related data and information.Awareness of
industry best practice and modern tooling solution to support
Incident and Problem management.Experience of Digital applications
(Web, E-Commerce, Identity Management & Content
Management)Experience of CRM applications (Registration, Data
Handling, Customer Support, Regulation, Security,
Marketing)Experience of ERP applications (SAP/S4 Hana, Finance,
Logistics, Procurement, Supply Chain)Experience of HCM applications
(Workday)Experience of Service Now, Advanced Excel, Visio,
SharePoint, Teams, Confluence, JiraAt Dyson, how we reward you is
linked to our high-performance culture. But it's about more than
salary and bonus. Through a package of financial, lifestyle and
health benefits, we support whatever stage of life you're in and
the moments that matter.--- 401K with up to a 4% match--- Company
paid Life Insurance and AD&D--- Flexible Savings Account (FSA)
and Health Savings Account (HSA)--- Competitive Paid Time Off
Benefits including Separate Holiday, Sick, and Vacation Time---
Pre-tax Commuter Benefits (applicable areas only)--- Generous Child
Care Leave Program--- Wellness Program--- Multi-Level Healthcare
Coverage Options--- Company paid Short-Term and Long-Term
DisabilityDyson is committed to fostering an inclusive and
accessible environment that reflects the diversity of the community
in which we live. If requested, we will provide reasonable
accommodation during the recruitment process for persons with
disabilities. Contact us at americas.talentacquisition@dyson.com
for more information. Dyson is an Equal Opportunity Employer.
Dyson is an equal opportunity employer. We know that great minds
don't think alike, and it takes all kinds of minds to make our
technology so unique. We welcome applications from all backgrounds
and employment decisions are made without regard to race, colour,
religion, national or ethnic origin, sex, sexual orientation,
gender identity or expression, age, disability, protected veteran
status or other any other dimension of diversity.Our CSYS--- task
lights and Cu-Beam--- suspended lights use a single drop of water
to direct heat away from their LEDs. Heat pipe technology stops the
light from dimming and means they last for decades.
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Keywords: Dyson GmbH, Chicago , IT Support Analyst, Professions , Chicago, Illinois
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