It Operations Analyst

Why work for us?:

Driven by our purpose: Building progress for people and the planet. We are transforming to become the leader in innovative and sustainable building solutions. Holcim US offers an unparalleled range of innovative cement, aggregates, asphalt, concrete products and construction services that have been the foundation for infrastructure projects across the globe. To move the industry forward to a greener future we need people who are passionate about sustainability, are driven to shape and influence perception, and keen to build, grow and thrive in our high-performance culture. Are you ready to build progress with us?

Under the general direction of Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution resolving end user concerns and requests. This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software,and team initiatives. The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide execution excellence. The role will require interactions with business end users, relationship managers, project managers and global IT teams. This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. The ITSM Operations Analyst role will be responsible for instructional documentation around processes and procedures.

• Resolve and respond to customer issues
• Create technical documentation around new and established processes and procedures
• Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the
  application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer
  issues
• Responsible for the management of asset inventory in compliance with defined asset management
  processes
• Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
• Actively engage in project assignments including defining and leading project tasks and/or work
  packages to ensure adherence to budget, schedule, and scope of project
• Maintain, monitor, and administer related computing environments, including directories, systems
  software, applications software, and management tools
• Participate in the evaluation, design, and implementation of new systems that increase productivity or
  enhance overall business operations
• Contribute to ITSM Knowledge Base
• Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital
  Center and how they affect our customers
• Participate in training to continue to develop key functional and technical skills and improve business acumen
• Lead customer training sessions on IT policies, directives, and processes and act as SME and
  Champion within the Business
• Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries,
  escalating issues as needed
• Communicate frequently with Management, working to develop personal skills and abilities
• Seek to continuously improve operations
• Identify and suggest process and system enhancements
• Perform at a level that assists in attaining overall and team-level performance measures and goals
• Stay apprised of service center knowledge and industry best practices
• Investigate and test new technologies related to the position
• Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by
  way of projects or issue resolution
• Consistently meet assigned project deadlines in an agile and rapidly moving environment
• Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety
  manual
• Be available after hours for critical issue resolution
• Other duties as required

BEHAVIORAL COMPETENCIES

• Ability to work decisively under heavy workload considering the criticality, urgency and
  extended work hours required to ensure the availability of the service in accordance with
  service level commitments
• High willingness to drive transformation and service improvement
• Ability to quickly adapt to and from single person to team working environments
• Highly self-motivated and directed
• Attention to detail\Diverse capability for problem-solving, decision making and sound judgment
• Strong organizational and communications skills
• Highly professional demeanor with the ability to speak confidently, courteously and credibly to
  all levels of management.
• Work effectively in the face of ambiguity, shifting priorities and rapid change while
  actively developing one’s skills and capabilities
• Foster a business focused environment delivering exceptional customer service and
  anticipating future customer needs
• Effectively examine events, issues and problems and generate optimal solutions in a timely
  manner
• Leads with a sense of collaboration and work effectively across the organization to achieve goal

RELATIONSHIPS WITH OTHER JOBS

• Internal: Business end users, relationship managers, project managers, and various IT teams
• External: Vendors, consulting companies, expert groups from Industry with a view to share and
  learn

Preferred Education: Bachelor’s Degree
Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus
Required Work Experience: 3 – 5 years in End User Support
Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them;Cisco Certifications or working toward them
Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW),
Microsoft SQL
Travel Requirements: Locally up to 40%, vehicle and driver license

What We Offer:

• Competitive salary based on experience and qualifications
• Generous Paid Time Off & Paid Holidays
• Dress for your day policy
• Holistic health & well-being programs for physical, mental/emotional and financial health with access to resources and benefits to help focus on staying well through education and prevention
• Medical, Dental, Disability and Life Insurance coverage
• Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent Care
• Vision and other voluntary benefits and discounts
• Retirement Savings – Choose from 401(k) pre-tax and/or Roth after-tax savings
• Paid Parental Leave (Maternity & Paternity)
• Educational Assistance Program