Client Support Service Analyst

Requisition ID: 124023 
Sponsorship Available: No 
Relocation Assistance Available: No 
 

Goodyear. More Driven.

Purpose of the position:

The Client Support Services Analyst is a member of the Global Client Support Services Organization. This position is responsible for professional/technical work related to the operation of Client Support Services.

The incumbent will also be involved in service transition and continual improvement activities. The incumbent will deliver Client Support Services to the customer(s) in support of business needs.

Client Support Services could include, but are not limited to, Service Desk, Self-Service, Deskside Support, Information Technology (IT) Training, etc.

Typical activity may include troubleshooting and resolving escalated customer issues, etc.

Primary Responsibilities

• Service Transition: Knowledge Management, Change Management, Asset/Configuration Management, Release/Deployment Transition Planning, Support/Service Validation/Testing and Evaluation.

• Service Operations: Incident Management, Problem Management, Event Management, Request Fulfillment, Access Management and Operations Management.

• Continual Service Improvement: Seven-Step Improvement

• Assists in supporting existing services - Leveraging documented procedures.

• Works with/across global/regional/local IT Teams by consulting with more Senior-Level Team members. Provides beginner/intermediate consultation for responsible services.

• Assists in technical support of internal and/or third-party systems. Implements changes using documented procedures and tests.

• Work with internal customers to understand and respond to needs. Educate associates on company resources and how they can add value. Troubleshoot basic problems reported by internal customers, systems or team members - Escalating to upper-level associates as appropriate.

• Monitor, debug and install third-party software, systems or databases. Incumbent may be required to do basic configuration or system modifications to those tools.

• Perform repetitive and/or well-documented service requests (installs, upgrades, refreshes, backups, restores, patching, granting access, cloning configurations and gathering key performance indicator [KPI] data) using well-defined processes.

• Document and map workflow and processes using current technologies

• Participate as a Team Member on small/medium projects - Has ability to manage small projects.

• Identifies problems due to recurring incidents. Participates with senior-level Team Members in troubleshooting intermediate problems which may span functional areas.

• Participate in an emergency on-call rotation for after-hours and weekend support. Flexible schedules and 24x7 support availability (generally scheduled in advance) may be required as necessary to support the technical needs of our internal customers

Education:

• Bachelors degree

• Masters Degree

Experience:

1 or more years of experience performing relevant technical and/or business work

Knowledge, Skills & Abilities:

• Beginner to Intermediate level of technical knowledge

• Working knowledge of Client Support Services

• Solid understanding of ITIL v3

• Ability to work under broad supervision

• Ability to understand the business needs and deliver quality service to the business

• Can convey complex and technical issues to diverse audiences effectively

• Strong analytical and problem-solving skills

• Ability to apply different strategies to influence with impact

• Creates relationships quickly and confidently

• Self-motivated team player able to work in fast-paced, dynamic environment

#LI-RB2

Goodyear is one of the world's largest tire companies. It employs about 71,000 people and manufactures its products in 55 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.

The pay range for this position is 59790 - 111037 /yr; however, base pay offered may vary depending on factors such-as job-related knowledge, skills, experience, and market location. Selected candidates may be eligible for a number of benefits, including: medical, prescription, dental, vision, 401(k), life insurance, disability, tuition assistance, sick and vacation time, as well as tire discounts.

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information.