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Workplace Technology Services Analyst

Date: Nov 16, 2020

Location: Taguig, 00, PH

Company: Goodyear

Location: PH - Philippines - A5R0   
Goodyear Talent Acquisition Representative: Bon Jovi Oredeña Sinday  
Sponsorship Available:  No
Relocation Assistance Available: No 

This position will be a member of Global Workplace Technology Services responsible for professional and technical work related to the operation and support of the Workplace Technology Services and related components. The incumbent will work in partnership with the IT Infrastructure Service Organization.

This is a service supporting role primarily responsible for the daily operational tasks and duties which support Workplace Technology service implementations. Workplace Technology services could include but are not limited to, desktops, laptops, mobile/smart devices, print, conference room technology and end point telephony, etc.

 

Key Responsibilities:

  • Service Operations Processes: Incident Management, Problem Management, Event Management, Request Fulfillment, Access Management, and Operations Management
  • Assists in technical support of internal and/or third-party systems
  • 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
  • Perform repetitive and or well-documented service requests, installs, upgrades, refreshes, backups, restores, patching, granting access, cloning configurations, gathering KPI data using well-defined processes
  • Implements changes using documented procedures and tests.
  • Assists in supporting existing services leveraging documented procedures                
  • Monitor, debug, and install third party software, systems or databases. Incumbent may be required to do basic configuration or system modifications to those tools
  • Document and map workflow and processes using current technologies
  • Identifies problems due to recurring incidents. Participates with senior level team members in troubleshooting intermediate problems which may span functional areas
  • Participates as team member on small/medium projects.  Ability to manage small projects
  • Works with/across global/regional/local IT teams by consulting with more senior level team members.  Provides beginner/intermediate consultation for responsible services
  • Service Transition Processes: Knowledge Management, Change Management, Asset & Configuration Management, Release & Deployment, Transition Planning & Support and Service Validation & Testing, Evaluation
  • 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 customers                       


 

Qualifications

  • Bachelor’s Degree in MIS, Computer Science, Engineering, Technology, Business Administration or related discipline is required

Experience

  • One to three years of relevant technical or business work experience
  • Bachelor’s Degree in MIS, Computer Science, Engineering, Technology, Business Administration or related discipline is required

Knowledge, Skills, and Abilities

  • Beginner to Intermediate level of technical knowledge. Expected to be initial level of escalation for technical support.
  • Works under broad supervision
  • Basic understanding of a single business area; ability to assist in translating business requirements to provide optimal solutions and excellent customer service
  • Knowledge of Workplace Technology Services including IT client technologies such as desktops, laptops, print, software & applications, mobile devices, Local Area Network, conferencing technology, end point telephony, etc.
  • Ability to understand the business needs and deliver prompt, efficient, quality service to the business; works to anticipate, identify and meet end-user needs; drives outward results and ensures high-quality standards are met
  • Can convey complex and technical issues to diverse audiences, orally and in writing, in a manner that is easily understood, authoritative, and actionable for the business; actively listens to peers’ input
  • Strong analytical and problem-solving skills; acts decisively and swiftly, identifies problems and drives towards solutions, takes on responsible roles and accountability for outcomes and is comfortable making difficult decisions
  • Ability to apply different strategies to convince others to change their opinion or plan, and wins support from others for ideas; is able to build support with peers without direct lines or reporting across a matrix organization
  • Creates relationships with new acquaintances quickly and confidently; works to build trust and partner with stakeholders; successfully manages both internal and external relationships

Goodyear is one of the world’s largest tire companies. It employs about 63,000 people and manufactures its products in 47 facilities in 21 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

 


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