Beschreibung
Senior Analyst (User and Tech Services)
Reports to: User Technology & Services Service Manager
Location: Mannheim, Germany
Short Summary
The main focus within Infrastructure Service at our client is to implement common business systems to deliver synergy and cost savings whilst driving the business forward. The Senior Analyst is critical to the delivery of these objectives as a member of the team focused on continuous improvement of service delivery to the organisation.
This role provides the opportunity to partner with the business across local IMEx regions whilst delivering the global strategic objectives for the global Production Delivery Team. Reporting to the Service Manager you will actively participate in the development and implementation of the global strategy and be involved in the orientation, implementation and exploitation of our client Infrastructure and services. The position is also responsible for the account management of Production Delivery to the business.
Scope
Position is focused on local project delivery; in market organisation and content of all IS support within the region.
Position is responsible for the management of the regional service desk reporting, operational and service level targets, service desk communication, in region project delivery and team development.
Provide input and expertise in defining the strategy and service improvement plans.
Work to agreed budgets, time-scales and quality
Ensure that the relevant Area project activities are completed as per the agreed project plans and scope.
Ensure OLA's, SLA's and KPI's are set for your region and met.
Communication and account management of your In Market Execution teams (IMEX).
Responsibiities
Responsible for the overall quality of the End User support services within the Region
Deliver consistent excellent support solutions through exemplary service with integrity and accuracy at its core.
In market vendor negotiation and understanding of commercial planning and management.
Advocate use of and drive understanding of our client Strategy in delivering service regionally
Communications link between IMEX and Service Management ensuring effective conflict resolution.
Liaise closely with Regional IS Directors/IS Managers/Senior Business Analysts/Business Analysts.
Ensuring delivery of Global Strategy whilst sustaining Business demand to the global team.
Highlighting disparate solutions from each Market to the global team.
Own and contribute towards deployment and implementations of future state initiatives in the region.
Maintain a strategic focus ensuring service offering is appropriately aligned with the overarching IMEX strategies.
Promotion of a service and customer focussed attitude amongst all IT Verticals within your region.
Management of High Severity Incidents through to Service Restoration, including communications to the Business in line with agreed procedures.
Promote good security practice to own team and end-user communities; responsible for translations to local languages, point of contact for security related initiatives.
Ensure security vulnerabilities are managed for UTS systems in region.
Ensure appropriate user access management (non-application request) is in place; perform access reviews/periodic checks, appropriate local alignment of Joiners/Leavers/Transfers process.
Ensure compliance to incident management process, security section 8.1.1.1
Responsible for the technical roadmap signoff for your region and marketing of strategy to the business; advising senior management and projects on technology architecture and strategic direction.
Collaborate with the appropriate departments to develop and maintain a technology plan that supports organizational needs.
Key Interfaces
Customers, including IMEX Staff (RISD, ISM, SBA, BA)
PD Service Managers
PD Core Competency Team Leads
Service Desk Vendor
All functional groups within IS
Qualifications/experience required
Vendor Management experience
Service Management experience
Decision making
Creative and Innovative
Interpersonal and communications skills, both written & verbal
Risk Management and Mitigation
Issue Management
Collaborative leadership skills
Management and supervision
Strategic, Broad thinker
Previous experience in a multi country IS Support model
Proven stakeholder management at all levels
Ability to quickly understand business needs and define a repeatable process to meet them
Proven experience in delivering to aggressive timelines within costs
Ability to manage and adapt to change effectively
Technically astute
Broad understanding of Global business operations
Knowledge of technology standards, solutions modelling and services design.
Understanding of hardware systems as well as app development methodologies.
Understanding of infrastructure and SLA's
Knowledge of security, database principles and operating systems.
Demonstrated ability to apply technology solutions to business problems.
In-depth knowledge of specific areas of business
Application knowledge of global systems
Ability to travel.
Fluency in English and German