What are the responsibilities and job description for the Technology Systems Senior Administrator position at Yokogawa Electric Corporation?

Not just a job, but a career

Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Purposes :

Provide quality technology systems administrative and customer service support. Work is performed under general supervision and requires independence and discretion. Responds to internal & external customer inquiries, troubleshoot and diagnose problems and identify solutions referring to further support specialists as needed. Maintains department records and files. Act as a key part of assisting the Technology Systems Senior Team Lead to ensure the department processes are kept up to date to safeguard efficiency and excellence in holistic customer service.

Responsibilities :

Administration - Provide best practice support on KBC Software Support Systems to internal & external customers. Maintain daily software helpdesk administration, with but not limited to Software licensing creation, delivery, management and upkeep. Manage client access to KBC systems, such as Client Download Site, Helpdesk, among others. Provide support to Regional Software Support Team Leader and Regional Software teams. Liaison with other departments within KBC as needed. Assist the sales department regarding renewals, escalation and onboarding of new customers
User Support - First point of contact for new customers : license, access to systems, software download and installation, etc
Data Collection and Management - Collect and maintain client database contact information using preset tools, methods, and formats. Involves working independently.
Insights and Reporting - Contribute to the preparation of various data and analytics reports as requested.
Documentation - Document and maintain support processes and systems, for instance licensing tool, CRM, etc. Generate support metrics report for management review.
Business Meetings & Events Arrangement - Logistics coordinator for software events, including but not limited to training, webinars, user conferences, and site visits.
Operational Compliance - Reinforce software processes both internally and externally. Offer support & advise colleagues on software support processes when needed and use own expertise to help improve processes. Identify, within the team, instances of noncompliance with the organization's policies and department procedures and / or codes of conduct, reporting these instances and escalating issues as appropriate.
Personal Capability Building - Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Position Requirements :

Behavioral Competencies :

Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Tech Savvy - Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital / social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Courage - Steps up to address difficult issues, saying what needs to be said. For example, shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.

Skills :

Verbal Communication - Works with full competence to express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works without supervision and may provide technical guidance.

Computer Skills - Works with full competence to understand and effectively use standard office equipment and standard software packages to support business processes. Typically works without supervision and may provide technical guidance.

Planning and Organizing - Works with full competence to plan, organize, prioritize and oversee activities to efficiently meet objectives. Typically works without supervision and may provide technical guidance.

Action Planning - Works with full competence to review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Typically works without supervision and may provide technical guidance.

Data Collection and Analysis - Works with full competence to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making. Typically works without supervision and may provide technical guidance.

Policy and procedures - Works with full competence to monitor, interpret and understand policies and procedures and ensure their alignment with organizational strategies and work objectives. Typically works without supervision and may provide technical guidance.

Data Control - Works with full competence to acquire, organize, protect and process data in order to fulfill business objectives. Typically works without supervision and may provide technical guidance.

Numerical Skills - Works with full competence to understand numerical concepts and use them to carry out mathematical operations e.g. in order to analyze reports. Typically works without supervision and may provide technical guidance.

Reporting - Works with full competence to create reports for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Typically works without supervision and may provide technical guidance.

Education :

Short-Cycle Tertiary Education and / or certifications preferred

General Experience :

Previous experience in a similar role

Proficient in Microsoft Office (Word, PowerPoint, Excel, Outlook, MS Teams)

Strong written and verbal communication skills. English required, other language(s) preferred

Familiarity administrating different systems, such as CRM, helpdesk, etc

Experience in Sales Force preferred.

Experience in ServiceNow or Fresh Service preferred.

Good analytical skills

Awareness of Oil & Gas industry preferred

Ability to work on a global team in a virtual environment - the post holder will be required to work as part of a team - both within the location and remotely.

Ability to manage a complex workload unsupervised

Previous experience of working in a client facing role and proactively overseeing client relationships

Experience working in a global organization and with different cultures is an advantage

Ability to develop relationships with stakeholders at all levels

Flexible with the ability to prioritize and reprioritize due to conflicting demands

High level of self-motivation and initiative

Professional attitude and projection of professional company image

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

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