What are the responsibilities and job description for the IT Operation & Support Analyst position at Asahi Kasei America, Inc.?
The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.
We are currently seeking applications to fill the following job opening:
Company:
Job Description:
We are seeking an IT Operation & Support Analyst to provide high-end support by assuring an immediate IT assistance for urgent and critical issues under the One-IT scope and by proactively addressing any event that might cause interruption of business services for the end users & the production operations.
This is a level 1 & 2 support role that requires ability to react quickly and to work under urgent situations. As member of the Asahi Kasei International IT Operations & Support Center, the scope of intervention is global and the team operates 24/7. Hours will be 7:30am to 4:30pm M-F, on call rotation every 4 weeks (starting Friday at 5:30pm and ends Sunday 5:30pm).
Location: Hybrid (3-4 days in office per week), Scottsdale, Arizona
Hourly pay and eligible for overtime
RESPONSIBILITIES AND DUTIES
Support
- Accept incoming urgent & critical incidents from any location under the One-IT scope within predefined SLA.
- Analyze incidents following predefined troubleshooting paths.
- Whenever necessary, escalate to the appropriate global group (level 3).
- Track all steps through to final resolution in ServiceNow for traceability.
- Follow up and confirm provided resolution with requestor or/and IT colleagues for all assigned tickets.
- Follow all policies and processes as defined in our standard operating procedures.
- Create, edit & follow documentation (knowledge base) for the Operations & Support Center for common incidents and requests.
- Non-stop communication and follow-up with end users and/or IT members on tickets that you manage.
- Evaluate resolutions and find ways to prevent future issues.
Monitoring & Quality:
- Proactively use the monitoring tools to address any issues or to prevent event to transform into issues.
- Follow the procedures & knowledge articles provided by 3rd level team in case of alerts.
- Perform internal IT quality audits on a daily, weekly, monthly, or quarterly basis.
- Assist the Service Desk on asset management.
IT for IT:
- Assist IT on testing new tools, products, software based on current projects & activities.
- Assist IT on global tasks such as account or license management.
- Continuously looking for improvement in IT-related areas to increase OSC efficiency.
QUALIFICATIONS / REQUIREMENTS
Technical competencies
Good knowledge of the following areas is necessary:
- MECM & Intune
- Active Directory
- Microsoft 365 Apps, Administration capability - requirement
- Windows operating systems
- Virtual Desktop environments
- Network technologies
- Virtualization
- Ticketing tools (ServiceNow)
- Monitoring tools
Non-technical competencies
- Good English level (speaking and written)
- Ability to work under stress & urgency
- Ability to strictly follow procedures & guidelines
- Ability to quickly analyze incidents, eliminate unnecessary actions & focus on finding workarounds
- Good communication & empathy towards users
- Team spirit and good multicultural skills
- Self-reliance, adaptability, and availability
Education /Experience:
- Bachelor’s Degree or Associates degree
- 2 years’ experience
- ITIL certification a plus
#LI-MG1
#Hybrid
As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.
