IT Support Analyst - IT Services
Background & Purpose of the Job
Our organization continues to evolve; however, the one constant is the continued need for Information Technology (IT) services for our user community across our locations and home-based. These include: (1) technology issue resolutions and preventive actions, (2) communicating and reinforcing clear issue and request fulfillment channels, (3) introducing and landing changes to the IT Infrastructure environment, and (4) influencing compliant behavior for technology usage. Our IT People Experience Leads (PEL) roles interface with our business functions. IT PEL aims to migrate from tedious administrative support tasks (have an issue, fix an issue) to value-adding support practices such as identifying incident trends and enacting measures with our third parties to avoid recurrence. It will also contribute to large change management programs such as keeping our technology hardware current and Lan/Wan improvements. This Analyst position is a break from the traditional People Experience Lead (PEL) role, commensurate with a growing demand for continued computing productivity, coupled with a trend towards 3rd party management. It will carry the heavy burden to utilize IT Infrastructure “indicator” tools (e.g., Aternity for PC Health; Joiner Survey results) and utilize strong influencing skills with the IT Infrastructure Service Lines and 3rd party providers. In addition, this role must support our continued Digital transformation, leveraging new technologies and global platforms to power organizational growth.
Who You Are & What You Will Do
Primary IT Services interface to our Business functions (Supply Chain, Customer Development, etc.) to ensure services continuity and resolution of break/fix issues in all infrastructure areas (Network, Security, PC, JML, Mobile, Print; major incidents). Landing new offerings and support services Lead implementation for Infrastructure changes into the Business function under purview Interaction with service lines and 3rd parties. User education & communication for in-scope Business Colleagues Manage ticket assignments to Geo IT queues (i.e., change approvals)
Data, Compliance and Security Management
Lead proactive issue identification (i.e., Top 5) and prevention practices across all IT Infrastructure Services areas Oversight of the ever-changing PC estate (manage the volume of Operating System, Security and Core Application system changes that often reoccur due to failure.) Embed PC Security roadmap for preventative management; service review; governed model (forced documentation, guidelines); security compliance standards for devices; virus controls; large-scale remediation (i.e., Zscaler issues). NA regional participant in any applicable service review meeting with the IT Services Lines (e.g., IT Communications Services); share resulting updates with IT Services’ colleagues, and where applicable with the greater EX and UniOPs organizations.
3rd party support practices
Identify 3rd party computing requirements and encourage practices that result in reduced Unilever laptop demand. Create and/or document such requirements and align with support practice (i.e., Citrix, user account management) Act as Advisor to project teams and business functions migrating to 3rd party services
Core application documentation, testing, early adopters, manage deployments. Document, communicate and reinforce user self-service for device performance & health (i.e., opportunities with Windows Defender Security Center) Support continued embedding of agile methodology; and Improve efficiencies / reduce waste through automation (e.g., encourage use of Una Portal).
Support our cost budgeting for eleven (11) cost centers that fall under the IT Services purview.
You’re a born leader: Your Manager will introduce you to other team members, help you navigate through the different service lines, and gain insight into our tools and support processes. From there, you will lead in this space to identify opportunities for improvement and synergies in areas such as service improvements, landing new services successfully and reducing inefficiencies such as unnecessary calls to – or chats with -- the Service Desk (when self-help will work just fine). You will co-create your goals (both business and personal), aligned with the vision of how best we can support our users' computing practices.
You’re a dot connector: We work in a diverse, multi-regional global organization. It is important to identify and build relationships with the individuals who will provide insight you need to enhance your contributions to our team and our goal of achieving a stable computing environment. Use sites such as Inside Unilever and Workday to find those individuals. They will help you learn from other regional efforts, identify methods of landing new services, and influencing the Service Lines to deliver effective operational services. You will contribute to our effective and stable computing environment.
You love to win, and have fun doing it: Yes, we work in an ever-changing environment. That’s ideal, as we want to remain in alignment with new tools, and methods of providing services. There are so many opportunities for career progression, learning new technologies and interacting with colleagues from diverse backgrounds. Engage in corporate activities that foster a holistic understanding of all that Unilever does for sustainability, and how that benefits the communities in which we work and live.
What You Will Need To Succeed
5 years of experience in an application or infrastructure delivery role with high exposure to and/or responsibility for both the delivery of projects and ongoing support.
Strong working knowledge of Personal Computing, Communications, Device and Mobile Technologies, Service Now.
Strong interpersonal and communication skills (written and oral) are critical to the role’s success.
Working knowledge of IT application systems and the infrastructure that enables them.
Good external view of the marketplace to ensure that future strategies are relevant to the business.
Collaboration Technologies, Cost Management, Incident and problem management and Service Improvement
Strong customer service mind-set
Adhere to our organizational design principles
Allocate people to priorities
Skill people-up; people need to adapt
Key priorities in each space, how will we work on these priorities + everything else – what will we stop doing
Unilever is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see[Register to View]
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