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IT OSS Regional Administrator - Geismar Louisiana
Company: Hexion Location: Geismar, Louisiana
Posted On: 05/19/2024
Company Overview Grounded by a history that is deeply rooted in innovation, Hexion is a global employer committed to building and protecting the future by producing innovative performance materials. Our materials are the building blocks for critical industries, including construction, agriculture, energy, automotive, and infrastructure protection. Everywhere you look, you will find our materials and people at work to help customers make products that are stronger, safer, and cleaner. When you work for Hexion, you'll join a team that is committed to operating safely and with integrity to build a more sustainable future for all, our associates, our customers, and the communities where we live and work. Position Overview The IT OSS Regional Administrator provides technical and administrative support to locations situated in their responsible region. She/He will enable end-users to perform their business activities at multiple locations and provides the needed technical, business and administrative support to our end-users. Support encompasses Break-Fix, Site Projects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions in coordinating multiple sites. She/He is promoting and enforcing IT policies, policies & standards. For all activities carried out, the IT OSS Regional Admin receives guidance and tutoring from the IT OSS Regional Manager. Job Responsibilities IT End User Support - Guide and support users on creating incidents/requests, using Knowledge Base, User induction
- Provision equipment to end users: Computers and other equipment
- Act as a Subject Matter Expert for local hardware (Servers, routers, switches, access points, etc.) and software and guide dispatch-technicians from various vendors as needed
- Support local IT hardware like workstations, printers and other (small) IT equipment. This consist of image/reimage, break fix/hardware Refresh and shipping of IT equipment (to other locations). May install or rack servers, switches, routers, access points, etc. in coordination or at the direction of the managed service provider
- IT on site services representative at primary site and coordinator for multiple
- Build Relationship with End-Users and act as the voice of the customer
- Provide local hands- and eyes services for all local IT Infrastructure for planned, unplanned, outages & turnarounds
- Assist and support RDS (Remote Desktop Support)/Apps team on local applications. The IT OSS Regional Administrator will have detailed knowledge about the local IT solutions and will provide guidance for local non-SAP applications
- Travel to sites to provide IT support as required (up to an average of 25%)
- An IT OSS Regional Administrator could support other locations outside of their region as required.
- Associate should expect to be in an on-call rotation. IT End User Support Coordination
- Supports Change Management for her/his region with a focus on Service Provider Management
- Problem Management: Escalations and Manage End-User Satisfaction
- Assures communication to end users about IT Services including translation of IT related announcements
- Act as onsite contact and coordinator for dispatch-technicians, outside vendors and service providers
- Assign tasks and responsibilities to dispatch-technicians and 3rd parties
- Follow IT support escalation process and procedures
- Train and guide dispatch-technicians as needed
- Liaison between IT towers and the end-users
- Support Workplace Services with Patch, Image and package lifecycle
- Perform activities in adherence to Business Continuity
- Service Validation and Testing Management
- Continual Service Improvement Additional Job Responsibilities
IT Asset Management / Procurement - Create IT procurement requests for her/his region
- Supports invoice queries and selection of non-standard items
- Supports Inventory management: Keep CMDB up-to-date and manage IT inventory at sites, including physical checks
- High value assets recording in the CMDB and low value asset tracking in Tracking sheets
- Enter Good Receipt in SAP for IT equipment receival
- Responsible for full lifecycle Asset Management, end-to-end: Procurement to disposal Telecom Management
- Support mobile/data/voice lines (ordering and provisioning / deprovisioning mobile phones, desktop phones, and working with local telephony providers).
- Provide support and coordinate vendors for wireless and Fixed-line Telecom services
- Local Supplier Management
- Asset management: Hand-out/collection equipment to end-user Regional Business Relationship Management
- Business Relationship with End-Users and act as the voice of the customer
- Local Supplier Management - Other third-party supplier Project Management
- Support and participate in Site Projects, Enhancements, IT Projects and Compliance Projects as per IT plans
- Act as IT representative and coordinator between business, IT and vendors
- Act as a Subject Matter Expert for local hardware and software and guide dispatch-technicians as needed
- Local Supplier Management - Other third-party supplier Minimum Qualifications
- Strong analytical skills for complex problem solving.
- Has basic knowledge of ITIL framework and processes
- Has basic knowledge of Project Management skills
- Ability to articulate technical topics to non-technical audiences
- Solid organizational skills including attention to detail and multitasking skills
- Ability to effectively work and communicate within a matrix environment
- Proficient in Microsoft Office and Outlook
- Good interpersonal skills with strong written and oral communication skills Education
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