IT Service Management Specialist

Job Purpose

The purpose of the Local IT Officer (LITO) is to be the “local owner” of IT services and issues in his/her geographical area. This encompasses active IT support to local or regional questions and issues, incidents, and escalations. Active engagement to ensure local users are trained in IT solutions and aware of relevant IT updates. Active involvement in local security, financial management and asset management.
1.    Proactively ensure efficient use of tools and systems by local AkzoNobel users
2.    Proactively monitor local customer satisfaction and engage on the improvements 
3.    Proactively ensure the standard IT processes, e.g., support, issue resolution and escalation are followed, and share ideas or propose alternatives for improvement if relevant
4.    Flag demand towards IT Business Partners
5.    Act as local host for projects / roll outs
6.    Maintain and build relationship with end-users on location
 

Key Accountabilities

End User (Technical) Support
Responsible to proactively improve the end-user productivity and experience in own region. Influence the IT experience of the user and minimize the need to contact the IT Services helpdesk. Be THE go-to person for local management and users in case of IT and OT questions and issues that need follow up. Arrange proper follow up from global resolver groups and monitor timely and adequate resolution. Be the local host for IT projects where needed and act as the process coach for IT processes, supporting AkzoNobel users in utilizing the IT processes and resources in the most effective manner.
Resulting in, Local IT and OT questions are properly answered, issues are timely and adequately resolved. Adequate local support is given to global IT project teams where needed.

Training and Communication
Communicate relevant IT and OT updates monthly to all local stakeholders. Provide regular training sessions on global IT solutions. Actively scan training needs in local area and follow up on these needs.
Resulting in, local stakeholders are adequately informed on IT updates where needed. Local users adequately training in how to use IT solutions.

Incident and Problem Management 
Ensure incidents are allocated to the correct IT resolver groups. Monitor all IT incidents escalated by users in the local domain, work with partner escalation teams (HCL, TCS) and our own Service Delivery team to ensure proper follow-up. 
Resulting in, incidents, problems, and escalations timely and adequately followed up. Local Management gets active feedback on open escalations. No escalations take longer than 30 days to get solved. 

Security
Ensure the security of the local IT and OT infrastructure (network). This includes actively working with global IT, local OT team and Facilities to protect against potential threats.
Resulting in, active “eyes on the ground” on local security risks. Active collaboration with global security team and local OT team to drive local security improvements where needed. Active “hands on the ground” to help drive local work needed as part of global security projects (e.g. Forza security tracks.

Asset Management
Responsible correct inventory of IT assets in local area. Ensure accurate records of local hardware (workplaces, network infra) and software (local apps) are maintained. Help to track status of local assets in case of questions from central teams (OBS, HCL, TCS). 
Resulting in, active “eyes on the ground” on local assets (workplaces, network infra). Active help to clean up CMDB and keep CMDB up to date where needed. 

Experience

-    Bachelor degree level education. 
-    Professional with minimum of 3 years of experience in the IT sector including 3 to 5 years managing IT services in a local country organization in a Global IM department.
-    Basic IT infrastructure knowledge on: networking, firewalls, servers, workplace services
-    Strong Service management mindset. 
-    Knowledge of best practice solutions in the shared solutions space. 
-    Strong knowledge and experience in the assigned service domain. 
-    Individual must demonstrate ability to act autonomously. 
-    Know the structure and setup of IM Services (End-to-End services), procedures and people in the Information Management departments and the GBS-IM departments. 
-    Needs to have a process mindset, while being customer facing. 

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