Tailored Management
Regional IT Support Administrator
Tailored Management, Columbus, Ohio, United States, 43224
Company OverviewBased in Columbus, Ohio, our client is the global leader in thermoset resins. Through a broad range of thermosettechnologies and specialty products, Hexion serves and supports customers in a diverse range of applications and industries. Their materials are found in products that touch nearly every facet of modern living. They believe that leadershipbegins with integrity, ethics and environmentally sound operations. When you work for them, you are partnering with acompany that is not only focused on delivering value but on doing it in a safe, ethical and environmentally responsible manner.
Position OverviewThe IT OSS Regional Administrator provides technical and administrative support to locations situated in their responsibleregion. The IT OSS Regional Administrator will enable end-users to perform their business activities at multiple locations andprovides the needed technical, business and administrative support to our end-users. Support encompasses Break-Fix, SiteProjects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions incoordinating multiple sites. The IT OSS Regional Administrator is promoting and enforcing IT policies, policies & standardsFor all activities carried out, the IT OSS Regional Admin receives guidance and tutoring from the IT OSS Regional Manager.
Job Responsibilities
IT End User SupportGuide and support users on creating incidents/requests, using Knowledge Base, User inductionProvision equipment to end users: Computers and other equipmentAct as a Subject Matter Expert for local hardware (Servers, routers, switches, access points, etc.) and software and guidedispatch-technicians from various vendors as neededSupport local IT hardware like workstations, printers and other (small) IT equipment. This consist of image/reimage,break fi x/hardware Refresh and shipping of IT equipment (to other locations). May install or rack servers, switches,routers, access points, etc. in coordination or at the direction of the managed service providerIT on site services representative at primary site and coordinator for multipleBuild Relationship with End-Users and act as the voice of the customerProvide local hands- and eyes services for all local IT Infrastructure for planned, unplanned, outages & turnaroundsAssist and support RDS (Remote Desktop Support)/Apps team on local applications. The IT OSS Regional Administratorwill have detailed knowledge about the local IT solutions and will provide guidance for local non-SAP applicationsTravel to sites to provide IT support as required (up to an average of 25%)An IT OSS Regional Administrator could support other locations outside of their region as required.Associate should expect to be in an on-call rotation.
IT End User Support CoordinationSupports Change Management for her/his region with a focus on Service Provider ManagementProblem Management: Escalations and Manage End-User SatisfactionAssures communication to end users about IT Services including translation of IT related announcementsAct as onsite contact and coordinator for dispatch-technicians, outside vendors and service providersAssign tasks and responsibilities to dispatch-technicians and 3rd partiesFollow IT support escalation process and proceduresTrain and guide dispatch-technicians as neededLiaison between IT towers and the end-usersSupport Workplace Services with Patch, Image and package lifecyclePerform activities in adherence to Business ContinuityService Validation and Testing ManagementContinual Service ImprovementIT Asset Management / ProcurementCreate IT procurement requests for her/his regionSupports invoice queries and selection of non-standard itemsSupports Inventory management: Keep CMDB up-to-date and manage IT inventory at sites, including physical checksHigh value assets recording in the CMDB and low value asset tracking in Tracking sheetsEnter Good Receipt in SAP for IT equipment receivalResponsible for full lifecycle Asset Management, end-to-end: Procurement to disposalTelecom ManagementSupport mobile/data/voice lines (ordering and provisioning / deprovisioning mobile phones, desktop phones, andworking with local telephony providers).Provide support and coordinate vendors for wireless and Fixed-line Telecom servicesLocal Supplier ManagementAsset management: Hand-out/collection equipment to end-user
CompetenciesFuture FocusedThinks from the FutureMakes fact-based decisions - is not swayed by contrary opinions or perceptionsIs continually curious and open to new ideasEnables an environment that embraces creativity and innovation
Trust & TeamworkListens FirstTakes the time to listen for understanding and asks questions to clarifyUses communication skills that enhance teamwork (listens, is open, is honest, timely, and direct)Encourages others to listen using active listening skillsTalks StraightCommunicates directly, honestly, respectfully and in a timely manner to resolve conflictUses simple language that is clear and to the pointIs able to clearly define reality, even if it is controversialAlignsPractices accountability and collaboration to move the conversation forwardOpenly shares informationDemonstrates Boundaryless BehaviorActively participates and openly shares with others - is transparentWorks well with other departments, functions, regions and culturesOpen to learning from others and values views different from own views
Transformational LeadershipWorks with VelocityPrioritizes workload; focuses on completion and is organizedAnticipates next steps and works towards them
Achieves Business ResultsFocuses on the CustomerPromotes a customer-focused culture and continuously strives to deliver value to the customerWorks with customers (internal and external) to understand and meet their needsCommitsKeeps a promise, trust or pledge to do something now or in the futureActions and behaviors align with the goals of the organizationIs fully engagedDemonstrates AgilityMakes smart decisions quicklyReceives feedback and adjust behaviorEffectively works and communicates in a matrix environment
Minimum QualificationsStrong analytical skills for complex problem solving.Has basic knowledge of ITIL framework and processesHas basic knowledge of Project Management skillsAbility to articulate technical topics to non-technical audiencesSolid organizational skills including attention to detail and multitasking skillsAbility to effectively work and communicate within a matrix environmentProficient in Microsoft Office and OutlookGood interpersonal skills with strong written and oral communication skills
EducationBachelor's Degree in Computer And Information Systems
OtherWe are an Equal Opportunity, Affi rmative Action employer. All qualifi ed applicants will receive consideration for employmentwithout regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualifi edindividual with a disability or any characteristic protected by law.In order to be considered for this position candidates are required to submit an application for employment through our careersite, be at least 18 years of age, willing to take a drug test , submit to a background investigation as part of the selectionprocess, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards(CFATS) or regulations adopted by the Department of Homeland Security or other regulatory agenciesCandidates are required to have unrestricted authorization to work in the United States.If currently an employee of the Company, you must have current satisfactory work performance and in most cases, have beenin your current role 18 months.Disclaimer: We are not accepting unsolicited assistance from search fi rms/employment agencies for this employmentopportunity. Please, no phone calls or emails to any employee about this position. All resumes submitted by searchfi rms/employment agencies to any employee of the Company via email, the Internet or in any other form and/or methodwithout a valid written search fi rm agreement in place for this position will be deemed the sole property of the Company; nofee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means
Position OverviewThe IT OSS Regional Administrator provides technical and administrative support to locations situated in their responsibleregion. The IT OSS Regional Administrator will enable end-users to perform their business activities at multiple locations andprovides the needed technical, business and administrative support to our end-users. Support encompasses Break-Fix, SiteProjects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions incoordinating multiple sites. The IT OSS Regional Administrator is promoting and enforcing IT policies, policies & standardsFor all activities carried out, the IT OSS Regional Admin receives guidance and tutoring from the IT OSS Regional Manager.
Job Responsibilities
IT End User SupportGuide and support users on creating incidents/requests, using Knowledge Base, User inductionProvision equipment to end users: Computers and other equipmentAct as a Subject Matter Expert for local hardware (Servers, routers, switches, access points, etc.) and software and guidedispatch-technicians from various vendors as neededSupport local IT hardware like workstations, printers and other (small) IT equipment. This consist of image/reimage,break fi x/hardware Refresh and shipping of IT equipment (to other locations). May install or rack servers, switches,routers, access points, etc. in coordination or at the direction of the managed service providerIT on site services representative at primary site and coordinator for multipleBuild Relationship with End-Users and act as the voice of the customerProvide local hands- and eyes services for all local IT Infrastructure for planned, unplanned, outages & turnaroundsAssist and support RDS (Remote Desktop Support)/Apps team on local applications. The IT OSS Regional Administratorwill have detailed knowledge about the local IT solutions and will provide guidance for local non-SAP applicationsTravel to sites to provide IT support as required (up to an average of 25%)An IT OSS Regional Administrator could support other locations outside of their region as required.Associate should expect to be in an on-call rotation.
IT End User Support CoordinationSupports Change Management for her/his region with a focus on Service Provider ManagementProblem Management: Escalations and Manage End-User SatisfactionAssures communication to end users about IT Services including translation of IT related announcementsAct as onsite contact and coordinator for dispatch-technicians, outside vendors and service providersAssign tasks and responsibilities to dispatch-technicians and 3rd partiesFollow IT support escalation process and proceduresTrain and guide dispatch-technicians as neededLiaison between IT towers and the end-usersSupport Workplace Services with Patch, Image and package lifecyclePerform activities in adherence to Business ContinuityService Validation and Testing ManagementContinual Service ImprovementIT Asset Management / ProcurementCreate IT procurement requests for her/his regionSupports invoice queries and selection of non-standard itemsSupports Inventory management: Keep CMDB up-to-date and manage IT inventory at sites, including physical checksHigh value assets recording in the CMDB and low value asset tracking in Tracking sheetsEnter Good Receipt in SAP for IT equipment receivalResponsible for full lifecycle Asset Management, end-to-end: Procurement to disposalTelecom ManagementSupport mobile/data/voice lines (ordering and provisioning / deprovisioning mobile phones, desktop phones, andworking with local telephony providers).Provide support and coordinate vendors for wireless and Fixed-line Telecom servicesLocal Supplier ManagementAsset management: Hand-out/collection equipment to end-user
CompetenciesFuture FocusedThinks from the FutureMakes fact-based decisions - is not swayed by contrary opinions or perceptionsIs continually curious and open to new ideasEnables an environment that embraces creativity and innovation
Trust & TeamworkListens FirstTakes the time to listen for understanding and asks questions to clarifyUses communication skills that enhance teamwork (listens, is open, is honest, timely, and direct)Encourages others to listen using active listening skillsTalks StraightCommunicates directly, honestly, respectfully and in a timely manner to resolve conflictUses simple language that is clear and to the pointIs able to clearly define reality, even if it is controversialAlignsPractices accountability and collaboration to move the conversation forwardOpenly shares informationDemonstrates Boundaryless BehaviorActively participates and openly shares with others - is transparentWorks well with other departments, functions, regions and culturesOpen to learning from others and values views different from own views
Transformational LeadershipWorks with VelocityPrioritizes workload; focuses on completion and is organizedAnticipates next steps and works towards them
Achieves Business ResultsFocuses on the CustomerPromotes a customer-focused culture and continuously strives to deliver value to the customerWorks with customers (internal and external) to understand and meet their needsCommitsKeeps a promise, trust or pledge to do something now or in the futureActions and behaviors align with the goals of the organizationIs fully engagedDemonstrates AgilityMakes smart decisions quicklyReceives feedback and adjust behaviorEffectively works and communicates in a matrix environment
Minimum QualificationsStrong analytical skills for complex problem solving.Has basic knowledge of ITIL framework and processesHas basic knowledge of Project Management skillsAbility to articulate technical topics to non-technical audiencesSolid organizational skills including attention to detail and multitasking skillsAbility to effectively work and communicate within a matrix environmentProficient in Microsoft Office and OutlookGood interpersonal skills with strong written and oral communication skills
EducationBachelor's Degree in Computer And Information Systems
OtherWe are an Equal Opportunity, Affi rmative Action employer. All qualifi ed applicants will receive consideration for employmentwithout regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualifi edindividual with a disability or any characteristic protected by law.In order to be considered for this position candidates are required to submit an application for employment through our careersite, be at least 18 years of age, willing to take a drug test , submit to a background investigation as part of the selectionprocess, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards(CFATS) or regulations adopted by the Department of Homeland Security or other regulatory agenciesCandidates are required to have unrestricted authorization to work in the United States.If currently an employee of the Company, you must have current satisfactory work performance and in most cases, have beenin your current role 18 months.Disclaimer: We are not accepting unsolicited assistance from search fi rms/employment agencies for this employmentopportunity. Please, no phone calls or emails to any employee about this position. All resumes submitted by searchfi rms/employment agencies to any employee of the Company via email, the Internet or in any other form and/or methodwithout a valid written search fi rm agreement in place for this position will be deemed the sole property of the Company; nofee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means