Client Technology Service Delivery, Senior Analyst

Client Technology Service Delivery, Senior Analyst

We are reimagining the glassmaking process, we are not afraid to push boundaries as we transform an industry that has manufactured glass in nearly the same way for over 100 years. We threw away the play book and went about designing and implementing new technology, innovating processes and bringing new benefits to our customers. This is just the beginning as we expand our offering and implement future technologies across our operations.

We are part of O-I, who with 20,000 + employees and an unparalleled footprint spanning 70 plants in 20 countries, provides us with the opportunity to make an impact on a global scale.

Job Description

You will be responsible for ensuring that IT client technology support for IT systems is provided for all of O-I locations.

The responsibility for providing IT Service Support is extended to Incident Management, Request and Change management for the O-I user community and its related client technology infrastructure and processes. This position is highly visible throughout the organization and requires the incumbent to interact with users, usually, in circumstances where the user is under pressure and experiencing high levels of frustration.

The role will ensure that all changes are properly documented and approved within the ITSM tool and that the change process is respected. It will also have a responsibility to follow up on computer OS and software updates are made within the agreed time frame to ensure the maximum level of patches is achieved. The role will have in depth knowledge of SCCM infrastructure and deployment software (e.g., 1E-Nomad, Adaptiva etc…).

Reporting skills using both Service Now and SCCM features will be key to the success of the position to ensure correct level of patching. This position also involves the responsibility to maintain relationship with IT external providers related to client technology.

You also will be responsible for all related items to client technology service contracts with third party vendors and ensure proper delivery of services according to negotiated terms. The SDL will work very closely with the client technology architect to ensure that all new technology feature matches O-I standards.

Key Responsibilities

• Ensure that Service Requests are handled in a timely fashion according to the O-I ITIL Incident Management process
• Monitor the Incident and email queues for IT requests, ensuring that the work is assigned to appropriate and available staff/groups.
• Provide a point of escalation for the team for customer services issues.
• Liaise with other support teams in order to escalate urgent issues
• Assist with the communication to the business and support personnel regarding system outages, changes, upcoming projects, etc
• Ensure that all local and global policies and procedures are followed in order to maintain compliance with the local, regional and company regulations (SOX, GDPR, etc.)
• Manage, maintain and develop relationship with all business stakeholders, including local IT contacts at remote sites
• Manage, maintain and develop relationship with IT suppliers

Qualifications

• University degree (or equivalent) in information technology or related discipline
• Advanced degree or equivalent desirable but not required
• English Language Proficiency: Advanced level (B2+)
• 5 years of IT experience in an IT technical position within an international environment
• 4 years of experience as an IT service delivery lead within an international organization

IT Skills

• Windows PC administration
• ITIL certification
• SCCM administration
• Software deployment tool (Adaptiva)
• Active directory
• Group Policy management
• Scripting

Additional Information

This position might be required to be available after-hours for potential escalation of IT/Business issues.

This position reports To Title: Global IT Service Delivery and ITSM Leader

Note: Please submit your resume in English.

Hybrid Work Model: We provide a flexible work arrangement, requiring employees to be on-site at our office in Centro Comercial Viva, Envigado for 2 days per week, with the remaining 3 days working from home.

Travel Requirements: Less than 10% domestic or international travel might be required for this role.