Job Description :
Job Description
Job Title: Technical Support Analyst I
Location: Charlotte, NC / Detroit, MI (Candidate can choose any of these locations)
Duration: 9+ Months Contract
Position:
Work is task-oriented to assist in fulfilling requests and ensuring appropriate governance is applied.
Must understand IT or be IT savvy.
Understands company goals and practices and applies them when resolving a variety of problems.
Receives only general instructions on new work. Uses judgment, creativity, and sound technical knowledge to support the process.
May interface with senior management to convey information.
Opportunities for process improvement and process automation also exist with this role.
Will work with other teams including Asset management, Software Distribution, and Procurement for process improvement and resolve process issues.
Education and Experience: BS and /or combination of education and experience
Capabilities:
Develop reports for the executive audiences on standards governance activities
Assure proper IT Governance by establishing, implementing, managing, and maintaining policies and procedures and standards
Facilitate, and coordinate IT governance activities across IT via the Technology Governance Structure
Maintain the integrity and traceability, change control, routing and releasing of standards
Respond to department’s execution, goals and objectives assuring processes, policies and standards provide measurable results while complying with business goals and regulatory requirements
Create and manage exception processes to standards and future remediation
Communicate and socialize all related documentation and ensure compliance with Technology Management
Provide initial and ongoing training to ensure adoption of the above
Provide leadership to meet and/or improve key performance indicators, streamlining and eliminating non-value added processes
Display leadership on increasing IT productivity, quality and service level while reducing costs and apply business sense while enforcing IT Governance
Collaboratively accomplish result by keeping business information confidential, maintaining up to date knowledge in IT Governance, the applicable laws, regulations and internal/external standards for the industry; all while ensuring a safe and healthy environment
Review complex processes and identify ways to streamline ownership and minimize usage of resources
Create effective communications frameworks and channels that can be leveraged to share standards roadmaps but also for other IT communications.
Ability to manage tasks for effective customer system support
Ability to implement quality measures and tracking
Ability to educate personnel on the process verbally and through documentation
Organizational Competencies
Customer Service Orientation: Makes a commitment to ensure that a customer’s needs are met by taking personal responsibility for service and quality. Appreciates how each customer views satisfaction may vary depending upon their specific needs. To the extent that it is reasonable, goes the “extra mile” to make sure that each individual’s needs are met. Follows up to monitor satisfaction and responds to additional requests or problems quickly.
Communications: Tailors the information to appeal to the level and interest of others (e.g., appeals to reason, data, uses concrete examples) and prepares for others questions or reactions.
Teamwork: Provides constructive feedback to the team, suggesting actions to improve individual and team performance. Assists the team to accomplish its goals beyond his/her assigned work.
Knowledge Application: Make commitment to be the process expert for technology management and application portfolio governance.
Business Acumen: Understands how the Enterprise Architecture group operates and how his/her role meets customer needs and creates value.